What are the responsibilities and job description for the Director Customer Service Operations position at GL Staffing?
Job Title: Customer Service Director
Location: Orlando, FL (32809)
Department: After-Sales / Service
Employment Type: Full-Time
Reports To: General Sales Manager
Salary Range: $180,000–$220,000 base bonus
About the Role
We are seeking an experienced, business-minded Customer Service Director to lead, strengthen, and grow our after-sales and customer support operations. The ideal candidate is strategic, execution-focused, and experienced in the all-terrain vehicle, motorcycle, golf cart, and low-speed vehicle industries.
This role requires strong leadership capabilities, commercial acumen, and a passion for transforming customer service and after-sales functions into a profitable, customer-centered business unit.
Key Responsibilities
- Lead and manage customer service, parts, and technical support teams.
- Develop and implement strategies to enhance profitability and operational efficiency.
- Ensure high levels of customer satisfaction and service performance.
- Build and maintain strong relationships with dealers and customers.
- Establish, monitor, and optimize KPIs for service operations and parts revenue.
- Identify new business opportunities such as extended service programs and training initiatives.
- Oversee budgets, forecasts, and cost control for the department.
- Recruit, train, and develop a high-performing customer service and after-sales team.
- Collaborate cross-functionally with sales, marketing, logistics, manufacturing, and procurement teams.
Job Requirements
- Bachelor’s degree in Business, Management, or a related field (MBA preferred).
- Minimum 10 years of management experience in customer service, after-sales, service operations, or related fields.
- 2–3 years of after-sales experience in the ATV, motorcycle, golf cart, or LSV industries is strongly preferred.
- Proven record of driving business operations and profit growth.
- Strong leadership, communication, and strategic thinking skills.
- Experience managing dealer or customer networks is a plus.
- Must speak and write fluent Chinese (Mandarin).
Additional Information
- Competitive compensation package.
- Health insurance provided.
- Paid annual leave, sick leave, and public holidays.
- Long-term career development opportunities.
Salary : $180,000 - $220,000