Director of Customer Service

Manages the Customer Service Team activities and interacts with other inner company teams to ensure service objectives are met. Responsible for staffing, training, coaching, budgeting, and performance of Customer Service Team. Continually review policies and procedures to guarantee compliance and efficiency without sacrificing customer satisfaction. Also, focus the Customer Service Team on margin enhancement, revenue growth, efficiency improvements, and increased accountability through metrics.

Requirements

• Strong communication skills. Leaders must be able to share and receive information, requiring strong verbal and written communication skills. Communications can be both formal and informal, and the Director of Customer Service must be able to adjust communications for their target audience.
• Strong leadership skills. The Director of Customer Service must be able to work with people with different needs. They must also create an environment that will motivate employees to perform at their peak.
• Assure staff has proper levels of knowledge in all areas including interpersonal skills, telephone and email etiquette, product/technical knowledge, Marketing programs and promotions, and performance expectations.
• Manage ACD phone system design and routing.
• Develop and implement processes as policies/programs change and new software programs are adopted. Provide processes for unique situations like sales promotions and product recalls.
• Knowledge of order processing and understanding of customer pricing and contracts.
• Maximizing freight through buying efficiencies.
• Review PO's for layers and pallets.
• Working with IT, we ensure utilization of the latest, most appropriate systems to provide the best customer experience possible as well as the most efficient means to accomplish our objectives, including hardware, software selection and testing. Identify automation opportunities to improve efficiency.
• Troubleshoot systems' problems to determine root cause (ie; user, software, data).
• Track and report on the Situation System and company performance toward goal. Ongoing review of results with department heads to ensure continuous improvement actions.
  • Monthly meetings with each Customer Service team lead to review status and make decisions on completing.
• Provide performance measurement reports for the Customer Service operation to ensure performance standards are being met. Share reports with team monthly.
• Guarantee that all customer problems are resolved in a timely manner. Become involved if situations escalate and coach team members on effective handling of sensitive situations. Oversee work of CSR's to make sure we are meeting customer expectations with regards to response times and accuracy of information. Monitor critical inbound emails to ensure proper and timely handling.
• May act as primary contact for customers that do not have direct sales representation.
• Oversee and approve weekly time and attendance software.
• Check the constant flow of communication between all departments and Customer Service to ensure we are operating with most up to date information. Publish various communications to customer base.
• Manage implementation of new contract fill opportunities including development of price quotes, timeline, internal implementation team, labeling, etc.
• Create a process to identify missed opportunities.
• Participate in Sales promotions
• Refurb and obsolete equipment notifications
• Discontinued/sub notifications

BEHAVIORAL CAPABILITIES:

INTEGRITY: Does not ethically cut corners. Remains consistent in terms of what one says and does and in terms of behavior towards others. Earns the trust of coworkers. Puts organization above self-interests.

CUSTOMER FOCUS: Regularly monitors customer satisfaction. Meets internal and external customer needs in ways that provide satisfaction and excellent results for the customer.

ENERGY: Exhibits energy, strong desire to achieve, high dedication level.


ANALYSIS SKILLS : Identifies problems/opportunities. Analyzes problems and elevates to Customer Service Lead or Customer Service Manager, if necessary.


INITIATIVE: Goes beyond the "call of duty," finds ways to exceed customer expectations. Shows bias for action ("do it now").

ORGANIZATIONAL SKILLS: Can perform multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information in a useful manner.

PRIORITIZING & COMPLETING TASKS: Spends his/her time on what's important; quickly zeros in on the critical few and focuses to meet deadlines; remains focused.

TIME MANAGEMENT: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others.

WRITTEN/VERBAL COMMUNICATIONS : Is able to write and speak clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

DRIVE FOR RESULTS: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers.

EDUCATION and/or EXPERIENCE:

• Bachelor's degree in business related field or equivalent experience
• 5-7 years business to business Customer Service experience
• 3-5 years supervisory or management background with focus on Customer Service Management.

REQUIRED SKILLS:

• Proficient with Microsoft Office Suite - Outlook, Word, Excel (knowledge of MS Query and Pivot Tables preferred)
• Comprehensive knowledge of an ERP system
• Working knowledge of Automated Call Distribution (ACD) phone system
• Excellent oral/written communication
• Presentations skills

PHYSICAL REQUIREMENTS:

Computer work for extended periods of time