Customer Service Director

Customer Service Director

Chicago, Illinois - Hybrid 3 days in/2 day remote

Reports to: Sr. Director of Supply Chain

Salary DOE - $130,000 - $155,000 with 25% bonus opportunity - Full benefits and retirement plan

The Customer Service Director is responsible for setting the Customer Service strategy and standards for our customers. The Director owns the Order Management process and will set and achieve goals for continuous process improvement. They lead the Customer Service team with a mandate to elevate our customers' experience and maximize customer engagement and retention. The Director will lead the complaint resolution process across all sites to ensure timely follow and proper execution of corrective actions to decrease customer complaints. They will lead and facilitate our collaborative planning initiatives.

Responsibilities:

Customer Focused Culture

• Create and drive initiatives to improve customer retention, customer loyalty, satisfaction, and the improvement of the customer experience.
• Prioritize customer initiatives to drive those with the greatest leverage, customer impact, and profitability.
• Ensure there is a clear understanding of customers - their wants, needs, and desires from the organization, as well as drive process optimization to allow us to execute against customer requirements.
• Build accountability and ownership at all levels regarding a customer-centric culture; ensure all customer "touch points" are identified and that a consistent and valuable message is delivered to the customer.
• Develop a system for customers to provide feedback and that actionable changes are made from this input.
• Define overall customer metrics on what matters to the customer; demonstrate financial impact.

Leadership and Employee Relations

• Lead, develop, and manage daily operations within the Customer Service function; establish policies, objectives, and initiatives in accordance with objectives of the organization.
• Ensure proper direction, development and training for key personnel in Customer Service.
• Analyze current state and implement solutions that empower team members with appropriate controls to solve customer issues.
• Ensure employee expectations are conveyed and measured to drive key performance targets, business goals and objectives; establish KPI metrics and dashboard to evaluate individual performance.
• Expected to participate in forums or committees to bring subject matter expertise and thought leadership recommendations to executive management on strategy, company standards, procedures, compliance and metrics.
• Operate within our core values of respect and care for others.

Skills and Work Experience Requirements:

· 10+ years management experience in manufacturing related industry with significant demonstrated experience in customer service leadership role

· Bachelor's degree in Business or related field

· SAP experience is preferred

· Proven experience leading and managing teams and direct reports.

· Must be comfortable working in a collaborative environment.

· Must have strong verbal and written communication skills.

· Proficient computer skills with Microsoft Office suite, Excel and spreadsheets.

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