Job description

Growing manufacturer is looking for a Customer Serivce Director to add to their team. The Customer Service Director is responsible for creating and implementing strategies, plans and a structure that will create a Customer Service organization whose objectives are customer retention and increased customer loyalty satisfaction. Will manage all aspects of the relationship from order administration through product delivery.

ESSENTIAL DUTIES AND ACCOUNTABILITIES 1. Develop the infrastructure and establishes procedures to ensure rapid and effective resolution of support cases and chronic or significant complaint or quality issues to maximize efficiency and customer loyalty. 2. Optimize the company’s order management and tracking system to streamline internal processes and operational efficiency. 3. Develops, justifies and successfully execute strategic and operating plans and budgets. 4. Maintain an understanding of corporate operations and technology resources available within the company. 5. Supports clients with multiple locations where coordination of efforts must be orchestrated and synchronized within PBS as well as with the individual client locations. 6. Collaborates across all departments within the company to drive prompt and effective action for total customer satisfaction. 7. Work closely with Production sueprvisors on daily shipment routing to ensure that orders are shipped on-time and complete. 8. Lead daily interaction with customers, including receiving orders, order changes, lead times, and other information directly from customers. 9. Track performance to customer satisfaction metrics and implement continous improvement programs to ensure that we exceed our customers expectations. 10. Provides reports to management regarding operations efficiency, performance issues, recommendations for improvements and customer experience, and contributes to design and testing. 11. Providing continual evaluation of employee development and eliminates single points of knowledge. 12. Work with the IT department to select and implement additional Contact Center technology solutions as the company grows and/ or as needed. . Manages and leads Customer Service Managers. a. Assists in day-to-day operations to support CS Managers during peak customer activity periods. b. Communicates performance goals and objectives to all Customer Service personell ensuring that they are aware of there direct contribution and link to the organization’s vision, values, and objectives. c. Provides ongoing feedback that supports continous performance gains.

QUALIFICATIONS: Bachelor’s degree required; or a minimum of 7 years of managing a customer service department. Strong operations skills and leadership abilities to lead the Customer Service team. Superior oral and written skills; strong analytical skills. Knowledge of organizational design and implementation. Experience with order management & tracking systems and routing daily customer delivery schedules. Strong focus on implementing and tracking performance metrics. Proficiency in Microsoft Office computer software and applications.

Job Type: Full-time

Pay: $100,000.00 - $120,000.00 per year

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Fort Lauderdale, FL: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• customer service management: 7 years (Preferred)
• Order management system: 7 years (Preferred)
• call center environment: 5 years (Preferred)

Work Location: One location

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