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Patient Care Coordinator
Demant
Sonoma, CA
- $22 to $24 USD / hour
- District Manager In-Training Program: Learn the tools necessary to become a leader in the hearing aid industry.
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Engineer-in-Training (EIT) - Land Development
GPAC
Phoenix, AZ
- $65,000 to $90,000 USD / year
We are seeking a motivated Engineer-in-Training (EIT) to join our Land Development team. This is an excellent opportunity for an early-career engineer to gain hands-on experience, work…
Added 1 min ago
Inspector V
TX-HHSC-DSHS-DFPS
AUSTIN, TX
The WIC-VMU Inspector V is selected by and reports to the Manager or designee (Team Lead) for the WIC Vendor Monitoring Unit of the Investigations & Reviews Division of the Office of…
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Data Center Commercial Manager
HDR
Chicago, IL
HDR is currently seeking a Data Center Commercial Manager for our Building Engineering Services Business Group located in Chicago, IL. Our team is an integrated facility and infrastructure…
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Account Manager 2, Target
Ricoh
Macon, GA
The Account Manager (AM) is responsible for solving critical business challenges and developing new and expanded customer relationships. This role focuses on understanding the customer's…
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Pricing Strategy & Insights Manager
H&R Block
Remote, United States
As the Manager, Pricing Strategy & Insights, you will help shape pricing strategy across H&R Block, spanning DIY tax preparation, Assisted in-person and Virtual services, and new products…
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Safety Coordinator - Industrial
Alterman Group Inc
Live Oak, TX
…site-specific safety plans. This role works closely with the Sr. Safety Manager, Field Recruiting and Labor Relations team, and project leadership to provide training, conduct site visits,…
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RF Hardware Design Engineer
Kforce
Orem, UT
- $110,000 to $140,000 USD / year
Kforce is partnered directly with the hiring manager of this growing engineering technology company in Orem, UT on an exclusive search for an RF Hardware Design Engineer. This is a…
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Senior RF Hardware Design Engineer
Kforce
Orem, UT
- $135,000 to $170,000 USD / year
Kforce is partnered directly with the hiring manager of this growing engineering technology company in Orem, UT on an exclusive search for a Senior RF Hardware Design Engineer. This…
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Office Manager / Title Clerk
WILLIAMS OIL COMPANY INC
Elmira, NY
- $21 to $24 USD / hour
…Discounts✔ Flexible Spending Account✔ Life Insurance✔ Professional Development Assistance✔ Retirement…
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Cloud & Platform Services Manager (Classified Manager)
Solano Community College
Fairfield, CA
- $112,625.53 to $131,755.93 USD / year
Under the direction of the assigned supervisor, the Cloud & Platform Services Manager is responsible for the planning, administration, and continuous improvement of the District’s cloud,…
Added 2 mins ago
Staff Embedded Software Engineer
Peak Energy
Burlingame, CA
Reports to: Senior Manager, Software Engineering
Added 2 mins ago
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Worldwide Integrated Marketing Manager (ACS)
HP
Fort Collins, CO · Spring, TX
- $106,050 to $140,000 USD / year
The Worldwide Integrated Marketing Manager is responsible for driving the execution of marketing communications strategies within the assigned business area, adhering to established…
Added 2 mins ago
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Personal Systems Business Planning Manager
HP
Spring, TX
- $130,700 to $185,000 USD / year
This role is responsible for leading the development, negotiation, coordination, and communication of business plans, to maximize identified opportunities and achieve performance goals…
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Senior Change Delivery Project Manager
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Charlotte, NC · Atlanta, GA · Greensboro, NC · Raleigh, NC
8. Knowledge in software development/technology delivery lifecycle in an enterprise environment
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Commercial Drywall Estimator
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Memphis, TN
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Experience: 5+ Years of Project Manager/Estimator Experience in Drywall
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Purchasing Manager
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HANNIBAL, MO
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Commercial Drywall Estimator
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Munford, TN
- $90,000 to $120,000 USD / year
Experience: 5+ Years of Project Manager/Estimator Experience in Drywall
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Commercial Drywall Estimator
GPAC
Memphis, TN
- $90,000 to $120,000 USD / year
Experience: 5+ Years of Project Manager/Estimator Experience in Drywall
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Commercial Drywall Estimator
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Somerville, TN
- $90,000 to $120,000 USD / year
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Commercial Drywall Estimator
GPAC
Brownsville, TN
- $90,000 to $120,000 USD / year
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Commercial Drywall Estimator
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Munford, TN
- $90,000 to $120,000 USD / year
Experience: 5+ Years of Project Manager/Estimator Experience in Drywall
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Commercial Drywall Estimator
GPAC
Oakland, TN
- $90,000 to $120,000 USD / year
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Commercial Relationship Manager III
Fifth Third Bank, National Association
Denver, CO
Responsible for profitable business development as well as monitoring the quality of an extensive existing portfolio of companies with annual gross sales of at least $10 million with more…
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Commercial Relationship Manager IV
Fifth Third Bank, National Association
Milwaukee, WI
Responsible for profitable business development as well as monitoring the quality of an extensive existing portfolio of companies with annual gross sales of at least $10 million with more…

Macmillan

Manager, Customer Service

Gordonsville, VA, United States

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Job details

Posting language: English
Posted: Nov 6, 2026

Original job description

MPS, a division of Macmillan Publishers, a leading US publisher of Trade and Academic titles, has a job opening for a Manager, Customer Service in our Gordonsville facility. MPS provides back office support, warehousing, and, fulfillment for Macmillan US, and is their primary distribution facility for North America.

Purpose of the Role: We are seeking a dedicated and experienced Customer Service Manager to lead our customer service and order entry teams within the dynamic world of publishing. The ideal candidate will oversee all aspects of customer service operations, ensuring that our customers receive exceptional support and service supported by our Shared Excellence values. This role demands a deep understanding of the publishing industry, excellent communication skills, and a strong commitment to providing outstanding customer satisfaction.

Key responsibilities/tasks:

Lead and Motivate: Direct and supervise a team of supervisors, customer service and order entry representatives fostering a supportive and high-performance environment where excellence in service is the primary goal.

Strategy Development: Develop and implement comprehensive customer service strategies that align with the company's goals and objectives, with a focus on continuous improvement.

Customer Support: Ensure the provision of prompt, reliable, and accurate customer support, managing inquiries, complaints, and feedback related to our publications and services.

Relationship Management: Build and maintain positive relationships with customers, publishers, operations and key support departments throughout MPS.

Process Improvement: Continuously assess and improve customer service and order entry processes and policies to enhance efficiency and customer satisfaction.

Training and Development: Conduct and support supervisors in leading training sessions for customer service and order entry staff on industry-specific knowledge, customer service best practices, and new technologies or systems implemented within the department.

Feedback: Collect customer feedback regarding publication defects, shipping errors and damages to the applicable departments to identify trends, resolve issues, and improve overall service delivery.

Reporting: Ensures daily stats are collected and recorded for departmental workload planning. Builds and maintains reporting on various factors including FreshDesk and other reports as need.

Crisis Management: Handle complex customer complaints or issues, providing solutions that safeguard the company's reputation and customer loyalty.

Collaboration: Work closely with other departments, including sales, credit, warehouse operations, inventory, and traffic teams, to ensure a cohesive customer experience and address any service-related challenges.

Skills/experience required:

Bachelor's degree in Business Administration, Communications, or a related field. A background in publishing and/or distribution is highly preferred. Alternatively, the equivalence in experience.
Proven experience as a Customer Service Manager, preferably within the publishing industry or related fields.
Strong leadership skills and the ability to inspire and motivate a team. Excellent communication and interpersonal skills, with the ability to interact effectively with a diverse range of individuals.
Solid understanding of customer service software, databases, and tools.
High level of professionalism and a customer-first mind set.
Ability to manage multiple priorities and work under pressure.

Essential Skills: The ability to manage a diverse spectrum of personalities within a team, coupled with the critical skill of recognizing and fostering each team member’s unique potential.

Key relationships: Customers, Trade and College Sales teams, Trade and College Operations, MPS – Warehouse, Inventory, Traffic, Credit and Customer Relations.

Capabilities:

Customer focus Relationship building/teamwork Managing complex situations People management with a focus on work from home staff Problem solving Project management Adept at exploring and utilizing new technologies (AI)

Salary Range: 70k - 75k annually

Hours of work are typically Monday - Friday from 8:00 a.m. - 5:00 p.m., with some extended hours as needed.

MPS is proud to be an equal opportunity employer, consistently striving to foster a culture where everyone belongs. We welcome applicants of all backgrounds and identities. Qualified applicants are evaluated without regard to race, color, religion, age, ethnicity, national origin, sex, sexual orientation, gender identity or expression, disability status, physical ability, neurodiversity, genetic information, protected veteran status, family and economic status, and background or any other characteristic protected by federal, state, or local law. We prohibit discrimination of any kind and will provide reasonable accommodations to qualified individuals with disabilities in accordance with applicable law.

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