Director of Customer Service Our client, a global manufacturer and industry leader, has an immediate need for a Director of Customer Service at its Corporate Headquarters in central North Carolina.
Reporting to the Chief Operating Officer, the Director of Customer Service responsibilities include: Demonstrate a passion for serving customer needs.
Build and oversee the successful execution of the Customer Service operations, including staff and management of KPI’s.
Manage hiring, training, retention and performance of the Customer Service Team.
Develop a deep understanding of the Company’s ERP system and business process.
Identify and adapt to changing business and customer needs and to develop strategies to increase quality and efficiency of support to customers.
Ensure compliance with regulatory requirements impacting customers and the Company’s business practices.
Review and update, as necessary, procedures and policies for better handling of customer correspondence and customer complaints.
Ensure all customer inquiries are handled in accurate and timely fashion.
Collaborate with dedicated sales, marketing and operations teams to maximize revenues and customer loyalty.
Maintain in-depth working knowledge of the Company’s brands (collections), systems and processes.
Manage freight carrier contract negotiations as part of the Company’s Prepaid Freight Program and monitor carrier performance.
Job Requirements: Bachelor’s degree required 10 years of progressive management experience within a call center, consumer packaged goods (CPG) manufacturer or retailer environment required.
10 years of experience leading teams, both direct reports and cross functional team members required.
Experience managing in, and adapting to, changes required by a multi-channel distribution model.
Microsoft Office proficiency and previous ERP experience preferred.
Experience with Digital / e-Commerce media, analytics and business operations knowledge desired.
Ability to travel occasionally.
Please attach resume (MSWord if possible) to submission.
All inquiries are highly confidential and go directly to: Pat Rudy | Manager of Corporate Recruiting Advanced Personnel Resources | Greensboro NC | W 336.272.7720