Director of Customer Service - Global Remote Leadership

Job Title: Global Customer Service Director

Reporting to: Vice President of Global Sales

Location: Remote

Employment Type: Full-Time, Exempt

About The Company

We are an innovative global precision livestock company committed to transforming cattle production on a worldwide scale. Our cutting-edge technologies and tailored services empower livestock producers to enhance animal performance. We provide advanced phenotypic and genotypic data capture systems that enable producers to select premier traits and accelerate genetic improvements through state-of-the-art in vitro fertilization services.

Job Overview

The Global Customer Service Director will be instrumental in leading and refining customer service operations internationally, ensuring an exceptional experience across diverse locations and product offerings. This strategic role is essential for fostering customer retention and acquisition through the establishment of scalable processes, effective automation, and alignment with the overarching objectives of the company. The Director will be responsible for developing and managing processes related to issue resolution, scheduling, contract support, and billing while prioritizing an outstanding customer experience (CX).

Key Responsibilities

• Formulate and execute a comprehensive global customer service strategy that guarantees consistent customer experiences.
• Set clear goals and performance indicators to enhance team efficiency and customer satisfaction.
• Integrate regional service teams under a cohesive vision, promoting seamless communication and operational synergy.
• Create and implement customer onboarding and training materials, alongside efficient troubleshooting procedures.
• Develop standardized global Operating Procedures (SOPs) to ensure uniform and high-quality customer interactions.
• Manage the customer service ticketing system for prompt issue resolution.
• Optimize scheduling for customer service teams globally to meet varying regional demands.
• Analyze service-related data to identify trends and implement actionable improvements.
• Collaborate with IT and product development teams to enhance current processes and integrate automation tools for improved efficiency.
• Train teams to identify upselling and cross-selling opportunities during customer interactions, aligning customer service with sales and marketing efforts.
• Oversee customer contract execution, manage warranty claims, and address customer concerns regarding product or service issues.
• Mentor a high-performing team of customer service professionals, encouraging a culture of accountability and continuous improvement.
• Develop and track key performance metrics, regularly reporting team performance and customer satisfaction to senior leadership.
  
  

Required Skills

• Proven leadership capabilities to inspire and guide global service teams.
• Proficiency in customer experience management, including journey mapping and service design.
• Experience in process improvement, including familiarity with ticketing systems and workflow optimization.
• Strong problem-solving abilities, complemented by excellent interpersonal and communication skills.
• Experience in leading teams through change management processes and technology deployments.
  
  

Qualifications

• Bachelor’s degree in business administration, marketing, or a related field (Master's degree preferred).
• A minimum of five years of leadership experience in customer service or operations, ideally within a high-volume and fast-paced environment.
• Familiarity with bovine reproduction, livestock breeding, and relevant technologies is advantageous.
• Proficiency in CRM systems and automation tools is essential.
  
  

CAREER GROWTH OPPORTUNITIES

This role offers significant potential for professional development and career advancement through leading impactful customer service initiatives and collaborating closely with cross-functional teams.

Company Culture And Values

We maintain a culture that emphasizes innovation, teamwork, and customer-centric service. Our core values drive our commitment to leadership, endurance, a pioneering spirit, and a passion for exceptional service.

EQUAL OPPORTUNITY EMPLOYER

We are dedicated to fostering a diverse and inclusive workplace. All qualified applicants will be considered without regard to race, color, religion, sex, national origin, disability, or any other characteristic protected by law.

Employment Type: Full-Time