Customer Service Director

The Customer Service Director is responsible for overseeing the customer service department that work with external customers and warehouse operations, concentrating in Houston area and Export operations. This individual will lead a team, ensuring that a consistent and high level of service is the focus. Build connections with key enterprise customers to deliver a high level of customer experience through Best Practices, collaboration with other Customer Service Directors and Internal Stakeholders, while maintaining the utmost integrity.

KEY RESPONSIBILITIES:

· Leading a team of customer service managers and representatives who support key enterprise customers, managing daily orders, key escalations, and process improvements.

· Responsible for key customer leadership communication (quarterly forecast outlook, coordinating and managing customer audits, etc.)

· Drive the customer service strategy, goals and key KPIS’s to achieve a successful customer experience

· Lead through change to elevate the customer service teams to the next level of customer service

· Customer onboarding

· Lead partnership meetings and schedule quarterly meetings to engage in cross-departmental goals and initiatives

· Participate in weekly meetings with key customers

· Manage department workflow prioritizing, scheduling, and assigning tasks while fostering a positive team environment

· Identify process challenges and order fulfillment issues and elevate to appropriate management level for resolutions for implementation

· Evaluate and implement consistent procedures across all facilities. Conduct quality assurance surveys with customers to review our service levels and KPI's.

· Stakeholders include Warehouse, Operations, Quality, Billing, Sales and Marketing, Shipping/Receiving and all other applicable departments

Job Requirements

SKILLS, KNOWLEDGE, AND EXPERIENCE:

· College Degree 10 years’ experience Customer service driven. Demonstrated success in recognizing and implementing workflow improvements

· Experience in leading a customer service team or operation, customer service training, voice/data communications, email management and communication methods

· Detail oriented, problem solver, promotes team environment

· Ability to interface successfully with customers and all levels of the organization

· Proven leadership track record and excellent interpersonal communication skills

· Ability to prioritize tasks quickly. Ability to delegate work among members of the team

· Excellent written and verbal communication skills across all forms of communication

· Ability to work with minimum supervision. Outstanding follow-through. Able to multi-task.

· Proficient in Microsoft Word, Excel, Power Point, Outlook.

· Experience measuring KPI's