Director of Customer Service

Description

Job Summary:

As Director of Customer Service, you will be responsible for leading a team of customer service representatives and sales support members delivering service that matches our product quality from inquiry to delivery. The Director promotes a strong teamwork atmosphere designed to maximize revenue growth, productivity, and exceptional levels of service. Coordinate order tracking with support members and communicate information quickly and effectively. Incumbent will work in partnership with Project Team, Procurement Team and Warehouse Teams to optimize best in class service and identifies and implements process improvements and training documents. Director will manage the communication of the team, performance accountability (KPI’s) other internal/external partnerships with best practices and tools to continuously improve overall performance and alignment with company objectives.

Responsibilities:

• Leads Customer Service and Sales Support functions delivering exceptional service to Happy Floors dealers and field-based sales teams.
• Oversees day-to-day customer service operations with a hands-on approach to solving problems and driving continuous improvement. 
• Accountable for overall performance of the Customer Service and Sales Support team’s vs Company objectives and established KPIs. Proactively develops, implements and manages performance improvement plans when necessary.
• Maintains strong communication lines with internal/external partnerships. Escalates to senior management, when necessary, with solution recommendations.
• Assists Customer Service and Sales Reps in troubleshooting orders that require special attention.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
• Sets performance standards to meet service goals of company and establish measurable metrics for quarterly KPI’s.
• Maintains in-depth working knowledge of Company products and processes.
• Review, create and update SOP’s 
• Provides feedback to the company regarding service failures and/or concerns.
• Ensure all Sales Representatives/Customers have accurate and timely information on order status and/or changes.
• Responds to customer inquiries and problem solving in a professional and effective manner
• Performs other related duties as assigned.

Travel may be required periodically.

Competencies:

• Self-starter with high energy, quick thinking, multitasking in fast-paced environment.
• Strong attention to detail. Establish and maintain collaborative relations with internal and external customers by being courteous and helpful
• Shows appreciation and respect for customers' needs, expectations and perspectives
• Represents one's organization by demonstrating behaviors that reflect an attitude of customer service, responsiveness, and concern
• Achieves work objectives under frequent pressures, deadlines, and productivity demands
• Time management skills. 
• Strong verbal and written skills and express thoughts, ideas, and opinions clearly, fluently, and concisely
• Achieves work objectives in a systematic, efficient, and timely manner

Minimum Requirements: 

• Bachelor's degree; or equivalent combination of education and experience. 
• Advanced proficiency in Microsoft Word, Excel, and Outlook
• 8 years of customer service management experience (Preferably Building Products)
• Experience managing and developing customer service teams
• Knowledge of customer service software and specifically Great Plains, preferred
• Working knowledge of end-to-end sales process.
• Experience in warehouse, 3PL, distribution and inventory management. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Specific vision abilities required by this job include close vision and distance vision. While performing the duties of this job, the customer service representative must be able to remain in a stationary position, occasionally move about inside the office to access file cabinets, office machinery, etc., uses fingers and hands. Considerable time is spent at a desk using a computer terminal and phone. Some work stress is inherent to the position and extended work hours may be required.

Work Environment:

The work environment will be typical office environment with office equipment noise. 

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate reporting structure.