What are the responsibilities and job description for the Director of Customer Service position at Dover Corporation?
Part of Dover Corporation's Engineered Systems segment, Vehicle Service Group (VSG) is a strong, diverse and dynamic global leader in the vehicle service industry. VSG comprises 13 major vehicle lifting, wheel service, diagnostic and collision repair brands : Rotary Lift®, Chief®, Forward®, Direct-Lift®, Ravaglioli, Hanmecson®, Revolution®, Elektron, Blitz, Nogra, Butler, Space and Sirio.
SUMMARY :
Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, employee engagement, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision. Provide strategic direction, planning, and execution to meet / exceed productivity, brand representation, and efficiency goals. Provide proper guidance, ongoing coaching, and development plans to Manager and Supervisors, as defined and as needed, by utilizing support resources (Recruitment, Hiring, Staffing, Scheduling, Quality, Training, Team Strategies, Retention etc.) Lead, develop, and coach managers of various teams to build successful relationships and deliver an exceptional customer experience Implement changes to the department to best achieve our mission and goals. Create processes to ensure scalability and consistent quality for our customers. Model accountability, creativity, resourcefulness, energy, passion, leadership, integrity, honesty, and team building.
ESSENTIAL JOB FUNCTIONS INCLUDE :
- Directs and oversees all aspects of customer service including policies, objectives, and initiatives that produce high quality customer service delivery that exceeds industry best practices.
- Elevate and organize team to support digital and transformation to customer centric.
- Develops service level standards focused on response times and issue resolution. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
- Direct the budget process including managing departmental expenditures and staying within budget guidelines.
- Direct the attainment of key performance indicators including service level, rep utilization, service quality, operating efficiencies, and work order accuracy.
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
COMPETENCIES : To perform the job successfully, an individual should demonstrate the following competencies :
EDUCATION AND / OR EXPERIENCE :
COMMUNICATION SKILLS :
Ability to read, analyze, and interpret complex documents. Ability to respond effectively to sensitive inquiries or complaints. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and / or boards of directors.
COMPUTER SKILLS :
To perform this job successfully, an individual should have a thorough understanding of Microsoft Project and MICROSOFT OFFICE SUITE IS REQUIRED.
TRAVEL : Must be willing to travel as necessary.
The above description represents a general synopsis of the principal functions of the job and should not be construed as a comprehensive listing of all requirements that may be inherent in the job.
Equal Opportunity Employer
M / F / D / V
We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position's responsibilities, a candidate's work experience, a candidate's education / training, the position's location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.
