DIRECTOR CUSTOMER SERVICE

Our team in Charlotte currently has an opening for a Director Customer Service

YOUR ROLE & RESPONSIBILITIES

Ideal candidate an be located anywhere near the following Brenntag Midsouth facilities: Durham, NC; Greensboro, NC; Charlotte, NC; Orlando, FL; Indianapolis, IN; St. Louis, MO; Henderson, KY; or Atlanta, GA.

Job Summary:

The Director Customer Service is responsible for managing a team of Regional Customer Service Managers, bridging the gap between the customer and our organization. The principal objective of this role is to ensure that each touchpoint across the customer journey is engaging, efficient, and effective, while supporting the strategic direction of the business and growth strategies.
This role will report to the President and establish policies and procedures to positively impact overall efficiency of the customer service function. In addition, this role is responsible for leading positive changes across the organization to enhance the Customer Experience through the aligned development and implementation of organizational standards. The Director is expected to drive Service Excellence through team accountability, action-based leadership to inspire and support our We Care culture and driving change to ensure a customer focused governance.
The Director Customer Service is responsible for establishing, developing, and maintaining positive working relationships with internal stakeholders, their team, and the customer. Excellent communication and leadership skills are essential to this role, along with the ability to motivate employees to consistently reach higher levels of performance and achievement.

Job Description:

• Responsibilities: Responsible for driving measurable improvements to increase service metrics (customer health, customer satisfaction, overall customer experience) and financial outcomes (billing accuracy, upsells, net retention), while remaining aligned with organizational business objectives.
• Data Management Skills: Responsible for data-driven decision making and real-time account intelligence (at scale) to provide team with key insights needed to improve the customer experience efficiently and effectively.
• Leadership: Ability to focus on the process not just the outcomes to maintain motivation across the team and skillfully balance expected results with acknowledgement and celebration of the process. Must be able to continually embrace an evolutionary approach, seeking new methods to improve individual and team performance, while adopting best practices to align with employee strengths.
• Communication: responsible for effective communication, both internally and externally. The Director Customer Service will establish and enforce processes to create fewer touch points for the customer to successfully receive pertinent information. Responsible for oversight of Regional Customer Service Managers who will establish and support defined processes for consistent, clear, and timely communication from our Customer Service team to the customer. This role is responsible for driving effective cross-collaboration, with internal stakeholders, external ecosystem and customers, a vital function to collective success.
• Development: Responsible for both leading and assigning training, performance reviews and employee development as it relates to the team's needs and goals as well as strategic talent development for succession planning.

Customer Experience Responsibilities:

Responsible for leading functional efforts and projects to deliver a superior Customer Experience, executing through Regional Customer Service Managers who will:

• Drive Order to Cash Process Efficiencies: Regularly partner and collaborate with business and functional leadership to design solutions to meet Commercial initiatives and revenue targets. Responsible for booking all revenue within one or more regions, accurately and on-time, and for providing tools and process globally to support functional performance targets.
• Deliver Contextual Based Support: responsible for team related efforts to unify and standardize customer information across all systems to create visibility and establish accessibility for customer specific data availability. The Customer Experience is reliant upon the Customer Service team’s agility, response time and their capacity to consistently access the same data, regardless of location, to resolve customer inquiries in a single interaction.
• Innovate The Customer Journey: responsible for supporting efforts and driving intentional behavior to build trust and present value to the customer to establish, or nurture, long-lasting customer relationships.
  Customer Facing Collaboration to Adopt New Internal Processes and best support both the customer’s business requirements and internal revenue growth. Examples include: Promote digital resources with internal teams and the customer to increase "ease" of doing business with the organization.
• Leading and promoting surveys, creating internal or customer led focus groups and benchmarking best practices.
• Support Efforts in Both Human and Automated Service Processes: Responsibilities may include:
  Creating, defining, and driving enhanced communication manageability practices.
• Identifying manual processes that can be automated to positively impact efficiency and Customer Satisfaction.
  Creating and delivering training to expand crucial Customer Service skills and encourage personal development.

Compliance, Safety and Reporting Duties:

• Responsible For Monitoring Compliance, Regulations, And Policy within the team, ensuring that the service provided to our customers meets Safety, Quality and Regulatory expectations, along with any other relevant company policies and procedures.
• Responsible For Employee Disciplinary Actions where compliance to procedures and safety standards is not met.
• Responsible For Leading All Functional Reporting Activities and Managing Data specific to team goals and performance results. Responsible for ensuring an accurate record of collective daily Customer Service operations and key performance indicators, along with aligning sufficient resources to provide the service level required for success.
• Responsible for oversight of all Corrective Action Efforts and Communicating subsequent customer requirements and advocating these needs to cross-functional leaders. Responsible for contributing to and defining a resolution path to support improving Customer Experience where quality is impacted.
• Responsible For Reviewing Key Operating Controls, Such as Functional Performance Metrics and Staff Efficiency on a weekly and month basis. Additionally responsible for assisting in identifying knowledge gaps and personnel deficiencies and developing strategies to support the overall "health" of the Customer Service team.

YOUR PROFILE

Education and Experience:

• 10 years of Customer Service experience.
• 4 years in a leadership capacity, while leading teams of 20 or more in a geographically diverse setting.
• Bachelor’s in degree in business or related field preferred or equivalent education and experience.
• Ability to travel as needed, approximately 20%
• Experience working on transformational programs or Change Management initiatives
• Graduate degree in business, management, social science (or related field) preferred
• Proven track record building customer centric teams and Customer Support/Success technology domain knowledge preferred
• Order to Cash experience (PO to invoice), ERP expertise and an understanding of integrated technologies.
• CRM Experience required, preferably Salesforce.
• Experience in/demonstrated knowledge of Customer Service best in class practices and industry benchmarks
• Demonstrated experience in building and developing a team.

OUR OFFER

• We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential.
• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
• Competitive pay and incentives.
• Various healthcare plan options as well as 401(k).

INTERESTED?

We look forward receiving your application.

Brenntag provides equal employment opportunities to qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other status protected by applicable federal, state or local law.

Brenntag North America, Inc. and its subsidiaries use E-verify, a government-run, web-based system that allows employers to confirm the eligibility of their employees to work in the United States. For more information, please go to https://www.e-verify.gov/employees or view the poster at https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster.pdf.