Customer Service Director

M & M Industries, Inc.; Chattanooga (TN); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid vacation/PTO and DTO

401(k) with company match

Job summary

M&M Industries, Inc. in Chattanooga, TN, seeks a Customer Service Director to oversee and elevate our customer service functions.

This leadership role focuses on optimizing the customer experience, streamlining communications, and driving strategic initiatives across the organization. You will lead a team of customer service and marketing professionals, build key relationships with customers and partners, and implement service strategies aligned with our business goals.

Qualifications

• Bachelor's degree or equivalent work experience required.
• Minimum eight (8) years of customer service management experience, preferably in manufacturing.
• Experience in plastics manufacturing or related field preferred.

Responsibilities

• Lead, mentor, and motivate a team of customer service and marketing professionals.
• Build and maintain relationships with key customers and strategic partners.
• Develop and implement comprehensive customer service strategies aligned with company goals.
• Provide strategic direction to the customer service team and foster a customer-centric culture.
• Act as primary contact for escalated customer issues and drive solutions.
• Streamline and improve customer service processes for efficiency.
• Collaborate with other departments to ensure integrated customer experience.
• Establish KPIs and metrics to measure customer service success.
• Regularly analyze data to identify trends and areas for improvement.
• Drive continuous improvement initiatives in customer service.
• Capture customer insights and feed them into operational improvements.

Skills

Leadership & team mentorship

Strategic planning

CRM software

Communication skills

Data analysis

Education

Bachelor's degree or equivalent

Tools

CRM software

Job description

M&M Industries is a U.S.-based manufacturer of plastic pails and packaging solutions. We operate in a fast-paced manufacturing environment where strong customer relationships, effective communication, and operational excellence are essential to delivering an exceptional customer experience.

The Customer Service Director is responsible for overseeing and enhancing customer service functions. This role plays a pivotal role in ensuring customer satisfaction, streamlining communication channels, and implementing strategies to optimize the customer experience.

Key Responsibilities

• Lead, mentor, and motivate a team of customer service and marketing professionals, ensuring a high level of performance and engagement
• Build and maintain strong relationships with key customers and strategic partners
• Develop and implement comprehensive customer service strategies aligned with company goals and objectives
• Provide strategic direction to the customer service team, fostering a customer-centric and brand-building culture
• Act as the primary point of contact for escalated customer issues, demonstrating a proactive and solutions-oriented approach
• Streamline and improve customer service processes to enhance efficiency and effectiveness
• Collaborate with other departments to ensure a seamless and integrated customer experience
• Establish key performance indicators (KPIs) and metrics to measure the success of customer service initiatives
• Regularly analyze data to identify trends and areas for improvement
• Drive continuous improvement initiatives to enhance the overall quality of customer service efforts
• Implement feedback mechanisms to capture customer insights and incorporate them into operational improvements

Knowledge, Skills & Abilities

• Strong leadership and people management skills with the ability to inspire and motivate a team
• Ability to develop and execute strategic plans aligned with business objectives
• Ability to forecast industry trends and implement initiatives to stay ahead of the competition
• Excellent communication and interpersonal skills
• Ability to communicate effectively with internal teams and external customers
• Strong problem-solving skills with the ability to make decisions in a fast-paced environment
• Proficiency in customer relationship management (CRM) software and other relevant technologies

Education

• Bachelor's degree or equivalent work experience required

Experience

• Minimum eight (8) years of customer service management experience required, preferably within the manufacturing industry
• Experience in plastics manufacturing or a related field preferred

What We Offer

M&M Industries offers a competitive benefits package designed to support our employees and reward the work that drives our success. Full-time employees may elect medical, dental and vision coverage effective on their first day of employment. We also offer paid vacation/PTO and discretionary time off (DTO), with the amount and timing based on position and tenure; paid company holidays after 90 days; and a 401(k) with company match beginning on the first day of the month following 90 days of employment. Educational reimbursement is available after one year of employment. Eligible employees may also participate in quarterly profit sharing when company performance thresholds are met. Hourly employees who work on a recognized holiday receive time-and-a-half for all hours worked. Benefits and eligibility are subject to applicable plan documents and company policies.