Customer Account Supervisor

Our Safety Culture:   The safety and health of our employees is this company’s most important business consideration. Lakeside Book will provide a safe and secure working environment to support our goal of zero accidents and injuries. Lakeside Book commits to being good stewards of the environment by conducting environmentally responsible business practices while continuing to be good neighbors and partners in the communities in which we live and work.  Starting Rate: $70,000 - $80,000 Location: 1145 S. Conwell Ave, Willard, OH 44890 Work Hours: 1st Shift, but it may vary depending on business needs Lakeside Book Company – Willard is seeking a Customer Account Supervisor to lead and coordinate our frontline team in delivering exceptional service, support, and repair of company products. You will drive daily operations, foster strong partnerships with key customers, and partner with Sales, Production (press, bindery, finishing), Logistics, and Quality to ensure accurate promises, timely resolutions, and continuous improvement in customer experience. If you’re a proactive, data-driven leader who thrives in a fast-paced, manufacturing environment and you’re passionate about coaching people and solving problems, this role is for you. What You'll Do Lead daily customer service operations to ensure timely, accurate support, service, and repairs. Coordinate staffing and workflows across order processing, customer relations, sales support, warranties, returns, and repairs. Handle customer inquiries and resolve complex issues related to production, shipping, and scheduling. Manage key customer relationships, including pricing exceptions and discrepancy resolution. Communicate proactively with customers and internal teams to align expectations and drive solutions. Coach and develop team members while fostering a collaborative, customer-focused culture. Track performance metrics, analyze trends, and lead process improvements to enhance service and efficiency. What You Bring: Education: Bachelor’s degree in business or related field, or equivalent experience in a customer service, sales, or marketing role within the printing industry (preferably with exposure to printing and/or binding workflows). Experience: 3+ years of demonstrated leadership; prior supervisory experience in a manufacturing environment is a plus, ideally with print production or bindery operations. Skills: Flexible, proactive self-starter; excellent communication and interpersonal skills; ability to influence across levels and lead through change. Customer focus with proven ability to build relationships across customers, production teams (press, bindery, finishing), and cross-functional departments. Analytical and problem-solving capabilities; data-driven decision-making and continuous improvement mindset. Accountability for self and team; commitment to an inclusive work environment. Preferred Qualifications: Experience with warranty processing, returns/exchanges, and pricing for non-standard items. Familiarity with ERP/CRM systems, production scheduling tools, and basic reporting in a print manufacturing setting. Exposure to color management, job costing, or print job tracking technologies is a plus. What we offer you: Paid time off   Medical, dental, and vision benefits 401k with company match  Career growth opportunities Employee Assistance Program Employee appreciation & recognition programs Diverse & inclusive work group About Us: Lakeside Book Company loves books!  To us, every book matters. Every word. Every page. Every hand that helped build it. Our history has shown that we are leaders and innovators. We have a team-winning culture, where all of our people have a voice. While we are old in years, we are new at heart.  Come join our mission to keep the world reading. Lakeside Book Company is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Lakeside Book Company is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If reasonable accommodation is needed to participate in the job application or interview process or perform essential job functions please contact [email protected].