Customer Service Director

Bowne, the world’s largest financial communications firm, provides the most comprehensive array of transactional and compliance-related services to create, manage, translate and distribute mission-critical documents. We provide these services to our clients in connection with capital market and corporate transactions, such as equity and debt issuances and mergers and acquisitions. The global customer base is primarily public corporations, commercial banks, insurance companies, securities law firms, investment banks, and municipal and government agencies. For more information, please visit www.bowne.com   Job Purpose:   To direct the efforts of the Customer Service operations for Florida  and to implement continuous improvement of the service rendered to Bowne clients by developing and instituting standards, procedures, measurements, reports and training for personnel in Customer Service with respect to Financial Print and Mutual Funds.  The Customer Service director should work closely with the Sales team and Director of Operations to increase Florida’s market share.  This position will also be responsible for the Florida facilities.   Supervisory Relationship:   This position supervises the Florida Customer Service Team and reports to the Director of Operations based in Atlanta.    Duties:   Works as a team member with local Sales and Administrative Management to align Customer Service output with local customers' needs. Works as a team member with the other locations in the South East.   The Director will be expected to implement the same goals outlined in job purpose above on a consistent basis throughout local. Sets expectations, provides advice, gives direction to and assesses the performance of the relevant CS staff regarding standards, procedures, service levels, customer satisfaction, budgets, compensation, physical plant and staffing. Provides reports to the Director of Operations on a regular basis relating to forecasts, budgets, production and staffing at the Sales/Service Centers. Supports Sales team selling efforts as it applies to Customer Service capability through client presentations (EDGAR, BowneLink, etc.) Develops and implements methods for quickly responding to and resolving customer issues, problems or complaints in order to retain customers. Facilitates the implementation of appropriate training programs for all applicable staff. Facilitates continuous improvement of standards and procedures for Customer Service. Visits the relevant Sales/Service centers on a regular basis to create an open communications environment, to promote team building and to assess the status of the center. Communicates frequently with other local department managers to identify opportunities to improve the quality and responsiveness of Customer Service. Monitors the implementation of methods and procedures at the relevant Sales/Service centers; defines and develops measurement criteria relating to the Customer Service function. Performs Project Coordinator duties and interacts directly with clients on a daily basis. Qualification Requirements:   Education Bachelor's Degree (4 years), preferably in Printing Management or related field of study. Experience 6 to 8 years to include direct experience in customer service and experience with client interface, 5 years minimum in a managerial capacity. Strong administrative and organizational skills track record. Special Knowledge or Skills Strong interpersonal and team building skills Knowledge of the printing process Knowledge of U.S. securities laws Performance Criteria: Works proactively with other Operations Directors. Ability to Travel 20% Enters into team relationship with Local Sales and Administrative Management. Utilizes innovative problem solving skills. Ability to work with others in an open, reliable and consistent manner. Easily adapts to changing priorities. Provides follow-up and status updates for assigned projects. Exhibits a professional and courteous interface with all contacts, internal and external. Is cognizant of current local standards and SOPs. Uses clear concise and articulate communication skills. Ability to develop and apply effective Customer Service methods. Ability to develop, document, and communicate written procedures. Ability to develop understandable, accurate, written measurement criteria. Ability to effect qualitative, measurable Customer Service improvement. Ability to achieve goals and objectives of the job through a participatory, team building process.

Job Requirements:
Job Code : 3863 Division/Department : Bowne & Co.