Copy Center / Customer Service Manager

IKON Office Solutions has an opening for a Copy Center Mgr / Customer Liaison at a client site in Waltham, MA.

Hours are Monday through Friday 8 am to 5 pm.

Position Profile

Supervises day-to-day operations and staff of IMS sites; 80% of time should be spent in managing duties, no more than 20% in operating production equipment. Develops, implements and reviews related procedures. Invoices accounts and interacts with customers; assists in maintaining acceptable profit levels and ensures that customer expectations are met. This position has high degree of customer interface.

Job Duties and Responsibilities

* Responsible for effective implementation and management of IKON Service Excellence.

* Achieves shift profitability in the area of cost of goods by effectively supervising the shift in the use of company materials and supplies.

* Manages total production labor percentages by achieving percentage of production worker labor and quality control labor established by the company.

* Meets quality and deadline standards by the effective use of job scheduling practices.

* Handles formal contact with the customer on a daily basis in IMS and as needed in BDS/LDS.

* Provides training on workflow and machine operations when necessary.

* Ensures payroll accuracy by overseeing and correcting all time clock punches.

* Ensures the quality of operations for shift by assisting in the achievement of goals in Audit and Deadline compliance.

* Increases employee retention by achieving turnover and average tenure goals.

* Maintains efficient workflow by holding direct reports accountable for quality and efficiency of their work.

* Improves quality of operations and improves consistency by implementing company performance and operation procedures.

* Ensures that location is properly staffed by matching employee skills and equipment with production demands.

* Facilitates resolution of issues concerning pricing, orders-in and invoicing by interacting and communicating with sales department.

* Motivates employees and recognizes their accomplishments in a timely manner.

* Clearly communicates job expectations/consequences of employees by training, cross-training, coaching, counseling, directing, evaluating the work of subordinates to increase their work output and work quality.

* Completes site reports and other paperwork as necessary.

* Manages financial results by interpreting projecting, managing declining balances and reconciling profit and loss statement.

* Responsible for managing P&L.

* Performs other duties as assigned.

Qualifications(Education, Experience and Certifications)

* Requires high school diploma or GED and 5+ years of experience in a related field.

* Requires experience in delivering classroom and/or informal training sessions.

* Requires experience in operation of the most advanced machines, performing complex jobs.

* Requires experience in setting goals by defining and prioritizing specific, realistic objectives.

* Remains updated on current technology and trends in the marketplace by reading relevant journals, magazines and newspapers.