Location: Lexington, KY, 40513
Skills: Hybrid
SUMMARY: The Director of Customer Care is responsible for directing all corporate Panariagroup USA service teams for all activities that contribute to the acquisition, satisfaction and retention of customers. This position ensures that the organization understands and satisfies its customers' requirements, both internal and external.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manage, mentor and develop team to increase productivity and job satisfaction while strengthening growth within Company.
Direct and participate in planning activities related to the preparation and management of operating budgets and forecasts of operations.
Track, analyze, and report performance data on key initiatives.
Partner with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan.
Develop service policies, programs, and systems to support strategic direction.
Leverage customer feedback to identify opportunities that enhance the total supply chain experience.
Continually seek out and implement new tools, communications or workflows that can streamline processes, increase efficiency and improve the customer experience.
Collaborate with department leaders to continually improve customer satisfaction with all aspects of the brand, including but not limited to SKU management, transactional emails, order fulfillment, product quality/availability.
Demonstrate ability to exercise prudent judgement, make sound decisions and assume full accountability of department.
Improve customer service standards, policies and procedures for the organization or department.
Analyze data or statistics to identify service level the organization is providing and work with other areas for updates and improvement.
Occasional travel for customer events and training may be required.
Perform additional duties as assigned.
QUALIFICATIONS:
At least eight years of management experience with distribution, shipping, ordering, logistics or other supply chain industry experience preferred.
Five years of a proven track record of leadership and management.
BA/BS in business or related field required, Master's Degree in a related field preferred.
Customer first mindset and the ability to prioritize customer needs
Excellent verbal and written communication skills.
Must be able to work on a fast paced environment with strong organizational and multi-tasking skills.
Politeness, confidence, tact, patience, and diplomacy while dealing with complex problems.
Ability to produce creative ideas to improve customer service standards and skills.
Computer proficiency in SAP and Microsoft Office, including advanced Excel skills.
Proven ability to establish and deploy systems to measure success of sales, technical support, and customer service programs and training.
Proven track record thriving in a metrics driven environment and in using data to drive change and improvement quickly and correctly.
Formal process improvement knowledge and experience developing ongoing continuous improvement.
Successful history of managing for performance while maintaining cultural priorities.
Proven track record of coaching and developing people and maintaining regular and structured communication with direct reports and peers.
Florida Tile is committed to treating people fairly and respectfully, we are committed to a policy of equal employment opportunity in the people we hire, the manner in which they are trained, their selections for promotions and transfer, and in all other aspects of employment. Your ability and performance are the keys to your success here at Florida Tile, regardless of your age, race, color, marital status, sexual orientation, sex, religion, creed national origin, political ideology, veteran status, or the presence of any sensory, mental, or physical disability unrelated to the ability to perform the job, in accordance with applicable law.