Director of Customer Solutions & Experience

Groupe SEB USA; Irvine (CA); Ibrido; USD 160.000 - 180.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, Dental, Vision coverage

401(k) with company match

Life Insurance

Paid Holidays

Annual bonus

Onsite gym

Employee discounts

Descrizione del lavoro

Groupe SEB USA is seeking a Director of Customer Solutions in Irvine, CA. You will lead a NA-wide Customer Solutions team, overseeing order entry, issue resolution, and customer communication to achieve service SLA targets while aligning with sales and finance for forecasts.

The role requires a Bachelor's degree (or equivalent experience), 5+ years in customer service, and 3+ years in leadership overseeing 10+ direct reports.

Competenze

• Bachelor's degree required or equivalent experience.
• Minimum 5 years in a customer service-focused role.
• Minimum 3 years in leadership overseeing a team with 10+ reports.
• Professional proficiency in English (reading, writing, speaking, listening).
• Strong customer-focused mindset and commitment to service excellence.
• Solution-oriented with strong problem-solving skills.
• Ability to adapt in a fast-paced environment.
• Strong strategic thinking and decision-making abilities.
• Excellent organizational and time management skills.

Mansioni

• Lead, mentor, and develop a high-performing Customer Solutions team for North America.
• Own end-to-end Customer Solutions workflow including order management and issue resolution.
• Collaborate with sales and finance to provide accurate targets and forecasts.
• Serve as primary escalation point for complex issues and conduct root cause analysis.
• Create and refine SOPs; implement dashboards and reporting tools for leadership.
• Collaborate across departments to optimize cross-functional processes.

Conoscenze

Customer service leadership

English proficiency

Problem solving

Strategic thinking

Communication skills

Analytical skills

Time management

Formazione

Bachelor's degree in Business Administration or related field

Strumenti

SAP

Salesforce

PowerBI

Qlik

Microsoft Office

Descrizione del lavoro

Groupe SEB USA is seeking a Director of Customer Solutions in Irvine, CA. You will lead a NA-wide Customer Solutions team, overseeing order entry, issue resolution, and customer communication to achieve service SLA targets while aligning with sales and finance for forecasts.

The role requires a Bachelor's degree (or equivalent experience), 5+ years in customer service, and 3+ years in leadership overseeing 10+ direct reports.