4 Customer Service Transformation Lead Jobs in Fairfield, OH
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Customer Service Transformation Lead
$87k-112k (estimate)
Full Time | Wholesale
5 Days Ago
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Veritiv Corporation is Hiring a Customer Service Transformation Lead Near Fairfield, OH
HYBRID ROLE
Job PurposeOur Customer Service Transformational Lead will drive the evolution of our Customer Service transformation initiatives. The successful candidate will play a pivotal role in leading cross-functional teams, implementing transformative changes, and ensuring a seamless and customer-centric experience across all touchpoints.
Job Responsibilities
Work Experience
Veritiv is an Equal Opportunity/Affirmative Action employer.
EEO Policy US | EEO Policy Mexico
This description does not attempt to define the job's essential functions as defined by applicable disabilities law.
Job PurposeOur Customer Service Transformational Lead will drive the evolution of our Customer Service transformation initiatives. The successful candidate will play a pivotal role in leading cross-functional teams, implementing transformative changes, and ensuring a seamless and customer-centric experience across all touchpoints.
Job Responsibilities
- Identify opportunities for innovation and differentiation in the customer journey.
- Develop and execute comprehensive plans for Customer Service (CX) transformation, ensuring successful implementation and adoption of new initiatives.
- Collaborate with key stakeholders to prioritize and sequence transformation projects.
- Foster strong partnerships with diverse teams, including marketing, sales, and customer support, to ensure a unified and seamless customer experience.
- Drive cross-functional collaboration to integrate CX improvements into various business functions.
- Utilize customer feedback, surveys, and analytics to gain deep insights into customer behavior and preferences.
- Evaluate, recommend, and oversee the integration of technology solutions that support CX transformation goals, including CRM systems and innovative customer engagement tools.
- Collaborate with IT teams to ensure the successful implementation and integration of new technologies.
- Champion a customer-centric culture within the organization through effective change management.
- Provide leadership and guidance to teams undergoing changes to ensure a smooth transition and sustained commitment to CX excellence.
- Regularly report on the progress of CX transformation projects to leadership, highlighting achievements and areas for improvement.
- Proven experience 3 years in leading CX transformation initiatives.
- Deep understanding of CX principles, customer journey mapping, and personal development.
- Excellent project management skills with a successful track record of driving transformational projects.
- Strong analytical and problem-solving abilities, with a focus on data-driven decision-making.
- Exceptional communication and interpersonal skills to engage and influence stakeholders at all levels.
- Familiarity with CX-related technologies and tools.
- Relevant certifications in CX or change management are advantageous.
Work Experience
- 3-5 years of related job experience.
- Ability to manage multiple projects, work under pressure, and adapt to sudden changes in the work environment.
- Ability to work quickly and efficiently.
- Excellent verbal, written, people, and diplomacy skills are required.
- Experience of interpreting strategy and policy in order to set and deliver objectives.
- Experience with Salesforce.com or other CRM is preferred.
- Experience working with ERP systems, contract management, CRM systems and project management tools preferred.
- Proficient with Microsoft Office Suite.
- Strong customer service skills (friendly, courteous and helpful).
- Strong planning and organization skills are required.
- Bachelor's Degree Preferred
- Engaging and inclusive culture with employee lead Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
- Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
- Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
- Healthcare benefits and 401k with match start date of hire, paid time off and parental bonding time, tuition reimbursement, annual Profit-Sharing Program and much more! Learn more here.
Veritiv is an Equal Opportunity/Affirmative Action employer.
EEO Policy US | EEO Policy Mexico
This description does not attempt to define the job's essential functions as defined by applicable disabilities law.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Wholesale
SALARY
$87k-112k (estimate)
POST DATE
06/22/2024
EXPIRATION DATE
06/25/2024
WEBSITE
veritivcorp.com
HEADQUARTERS
ATLANTA, GA
SIZE
7,500 - 15,000
FOUNDED
2014
CEO
SALVATORE A ABBATE
REVENUE
$5B - $10B
INDUSTRY
Wholesale
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