Director of Customer Service

Anderson Process; Town of Brookfield (WI); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading industrial solutions provider located in Town of Brookfield, WI, is seeking a Director of Customer Service to spearhead the customer service roadmap and lead the team of Application Engineers. The role requires a bachelor's degree, strong communication and analytical skills, and proven leadership abilities. The ideal candidate will enhance customer experience, facilitate employee development, and maintain supplier relationships. This position may require up to 25% travel to various branches and customers.

Qualifications

• Minimum bachelor's degree or equivalent experience in management.
• Strong analytical, numerical, and reasoning abilities.
• Experience in managing team dynamics and customer relationships.

Responsibilities

• Direct Customer Service Managers to develop strategy for exceptional customer experience.
• Ensure product training for employees to enhance customer service.
• Monitor sales volume and ensure efficient supplier relations.

Skills

Strong communication skills

Leadership orientation

Analytical abilities

Customer interaction experience

Initiative

Adaptability

Education

Bachelor’s degree in related management field

Job description

Summary

The Director of Customer Service, reporting to the VP of Sales, is directly responsible for the development of a strategic Customer Service roadmap and the execution of Customer Service objectives to achieve company-wide performance goals.

The Director of Customer Service is responsible for leading and directing the Customer Service team, including Application Engineers, will be committed to employee development and engagement, and will have the ability to develop and maintain strong teams.

Essential Duties and Responsibilities

• Direct the Customer Service Managers to develop strategy and guidelines for providing a superb customer experience across all branches through the identification of a clear vision, employee training plan, monitoring, and feedback methods.
• Direct and ensure the execution of product training for all current and new employees to increase our product expertise to provide effective customer solutions and increased customer experience.
• Become proficient in the use of our operating system to ensure all branches are using it consistently and effectively to service the customers both internally and externally.
• Direct the Customer Service Managers to coordinate financial or budget activities to fund operations, maximize investments, increase efficiency, and achieve set KPI’s.
• Develop a strong relationship with top customers and assist in processing quotes, orders, RMA’s, Sales requests, etc. to meet customers’ deadlines.
• Learn product offerings of our major suppliers in order to be versed enough to assist your team to apply the most appropriate solutions for our customers and/or work directly with suppliers to resolve issues.
• Assist the VP Sales and Marketing in the development of short term and long-range strategies, plans, and budgets based on corporate goals and growth objectives.
• Review ongoing performance results to targets and activity reports to measure productivity and identify areas needing cost reduction or process improvement. Ensure that all reports are accurate and up to date.
• Monitor monthly sales volume with our key suppliers to ensure the company is on track for meeting our yearly expectations and ensure that they efficiently and effectively provide needed goods required to support our customers timelines and applications.
• Work with the Materials Manager on inventory and slow-moving inventory contests, returns, and improvement opportunities.
• Up to 25% travel to other branches and Customers as necessary.
• Other duties and responsibilities that management may deem necessary.

Education/Skills/Experience

Required:

• Bachelor’s degree in related management field or equivalent experience.
• Strong communication skills, written and verbal.
• Strong analytical, numerical and reasoning abilities.
• Experience in customer interactions and relationships .
• Leadership Orientation- Actively seeks ways in which to act as a role model, guide, develop and mentor others.
• Initiative- Engages in proactive behavior and ability to take action with minimum direction.
• Adaptability- Responds effectively to changes.

Preferred:

• Inventory management experience.
• Product knowledge.

Physical Requirements

• To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. A reasonable accommodation may be made to enable qualified individuals with a covered disability to perform the essential functions of the position as long as an undue hardship is not imposed.

Anderson Process is an Equal Opportunity Employer