Director of Customer Support

Position: Client Support Director

Position Overview

We are looking for an accomplished Client Support Director who will spearhead our customer service operations. The ideal candidate will focus on ensuring superior customer satisfaction, enhancing operational efficiency, and driving team performance. This pivotal leadership position involves strategic direction, talent development, and collaboration across departments to meet organizational objectives. You will act as a principal liaison for key customer interactions and guarantee prompt and professional resolution of escalated matters.

Key Responsibilities

To thrive in this position, you will be responsible for:

Leadership and Strategic Direction

• Motivate, guide, and empower customer service managers and team members, cultivating a culture of growth and continuous improvement.
• Formulate and execute a strategic vision for the customer service department that aligns seamlessly with the company's goals.
• Foster a culture of accountability, excellence, and customer-centricity within the team.
  
  

Operational Management

• Supervise daily operations to ensure that customer inquiries and concerns are addressed efficiently and promptly.
• Set up and track key performance indicators (KPIs) to assess team success and customer satisfaction levels.
• Analyze performance data to uncover service trends, identify gaps, and introduce innovative solutions for ongoing improvement.
• Streamline processes and workflows to boost efficiency and elevate service quality.
  
  

Customer Engagement

• Serve as the primary point of contact for escalated customer issues, ensuring swift and professional resolution.
• Collect and evaluate customer feedback to pinpoint areas for innovation and enhancement in service delivery.
• Collaborate closely with Sales, Operations, and IT teams to refine customer interactions and enhance the overall customer experience.
  
  

Policy Development and Compliance

• Formulate and uphold customer service policies and standards to ensure consistency and compliance across the board.
• Design contingency plans to effectively manage customer needs during peak periods or emergencies.
• Conduct regular audits of service delivery processes to maintain the highest operational standards.
  
  

Communication and Collaboration

• Provide consistent updates to executive leadership regarding department performance, strategic initiatives, and objectives.
• Share performance metrics and departmental updates with internal teams to foster alignment on customer-focused strategies.
  
  

Order Management

• Oversee the release of orders to operations, guaranteeing timely delivery that meets performance expectations.
  
  

Safety and Security

• Ensure adherence to inventory control and security protocols to protect client assets.
• Promote a robust culture of safety and compliance with established safety standards.
  
  

Qualifications And Experience

• Bachelor's degree in Business Administration, Management, or a related field.
• 5-7 years of leadership experience in customer service, preferably within a logistics or manufacturing context.
  
  

Skills and Competencies

• Exceptional verbal and written communication abilities.
• Proven expertise in establishing and nurturing strong customer relationships with professionalism and diplomacy.
• Strong problem-solving and conflict-resolution skills.
• Ability to manage multiple priorities and excel under pressure in a dynamic environment.
• Proficiency in Microsoft Office Suite (especially Word).
  
  

Physical and Travel Requirements

• Ability to stand, sit, and move intermittently throughout the workday.
• Manual dexterity and attention to detail for focused tasks.
• Willingness to travel frequently, up to 50% of the time.
  
  

Employment Type: Full-Time