Director of Customer Service

Full-Time

Elkhart, IN

Compensation DOE: Up to $160K

Career Transitions Holdings, LLC is currently conducting a search for a new Director, Customer Service/Experience for a large durable goods manufacturer in Elkhart county ($200M in rev with multiple manufacturing locations in North America).

Director of Customer Service SUMMARY:

The Director of Customer Service will direct and manages the organization’s customer service operations to ensure an excellent experience for all consumers. They will a customer service team of a couple dozen CSRs and will be tasked with implementing continuous improvement initiatives throughout the customer service organization and ensuring an outstanding customer service experience.

Director of Customer Service RESPONSIBILITIES:

· Manages subordinates and is responsible for the overall direction, coordination, and evaluation of the CSR team.

· Implement successful strategies and operating procedures to manage and analyze customer interactions throughout the customer lifecycle.

· Implement quantifiable measurable metrics around the call center, order entry, complaints and social media posts delivered monthly, showing month-over-month improvement with trend lines.

· Individually and as team lead, own all aspects of customer service and warranty programs for the warehouse and distribution business for pass-through items.

· Partner with marketing, sales, planning, engineering, and operations teams to create and manage a value stream from customer quoting, order to delivery, and after-delivery support of products to achieve and maintain premier experience for customers

· Drive to ensure focus between cross functional teams, how CSR, warehouse/distribution teams connect and relate to one another.

· Manage change by demonstrating support for innovation and for organizational changes needed to improve the organization’s effectiveness; helping others to successfully manage organizational change.

· Guarantees customer inquiries are responded to in a timely manner, including tracing shipments for caller, advising the Customer of delivery date/time, informing customers of shipping date, anticipated delays, and additional information needed by customer.

· Leads by example, by seeking out training opportunities to understand the nuances of each product offering, and provides training opportunities for the team, in kind.

· Recognize “red flag” situations and communicate through proper escalations channels.

· Act as a “voice of the customer” advocate for internal planning purposes.

· Develop ad hoc analysis in support of business development efforts.

Director of Customer Service Requirements:

Bachelor’s degree with significant experience leading the customer service function for an industrial/manufacturing company. Seeking a hands-on style leader that is intuitive, agile under pressure and believes in consistent process improvement. Has the ability to manage successfully numerous direct reports.

Position pays an excellent compensation package, including attractive base salary and bonus opportunity. Relocation assistance provided.

Send resume to Dan Witters

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