What are the responsibilities and job description for the Client Support Director position at Integrated Distribution Services | IDS Fulfillment?

Job Description

Description : POSITION SUMMARY

The Client Support Director leads and oversees all aspects of customer service operations to ensure excellence in customer satisfaction, operational efficiency, and team performance. This leadership role requires strategic planning, team development, and collaboration across departments to achieve organizational objectives. The Client Support Director also serves as the primary liaison for high-profile customer engagements and resolving escalated issues with professionalism and urgency.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS

Provide leadership, mentorship, and professional development opportunities for customer service managers and team members while fostering a culture of continuous improvement.
Develop and execute a strategic vision for the customer service department that aligns with organizational goals.
Cultivate a culture of accountability, excellence, and customer-first mindset within the team.
Oversee daily operations to ensure customer inquiries, complaints, and issues are resolved promptly and effectively.
Establish and monitor key performance indicators (KPIs) to measure team performance and customer satisfaction.
Leverage data analytics to monitor service trends, identify gaps, and implement solutions for continuous improvement.
Optimize workflows and processes to improve efficiency and service quality.
Serve as the primary point of contact for escalated customer issues, ensuring resolution with professionalism and urgency.
Collect and analyze customer feedback to identify opportunities for improvement and innovation.
Develop and enforce customer service policies, procedures, and standards to ensure consistency and compliance.
Collaborate with key internal stakeholders, including Sales, Operations, and IT, to streamline customer interactions and elevate the overall customer experience.
Develop contingency plans to address customer needs during high pressure or emergency situations.
Communicate regularly with executive leadership, providing updates on department performance, key initiatives, and goals.
Communicate departmental updates, performance metrics, and initiatives to executive leadership.
Manage and oversee the release of orders to operations, ensuring that customer deliveries are on-time and meet performance targets.
Conduct regular audits of service delivery processes to maintain the highest standards of service and efficiency.

SECURITY

Complies with all company inventory control and security procedures.

Understands the importance of maintaining secure control of the client’s inventory.

SAFETY

Maintain awareness and compliance with established warehouse safety standards.

Reports safety issues promptly to management.

Demonstrate a strong understanding of and commitment to safety protocols while working in the warehouse environment.

Requirements :

EDUCATION AND / OR EXPERIENCE

To perform this job successfully, an individual must have the following education and / or experience.

Bachelor’s degree in Business Administration, Management, or a related field

Minimum of 5-7 years of leadership experience in customer service, preferably in a logistics or manufacturing environment.

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and / or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Excellent verbal and written communication skills.

Ability to establish and maintain strong relationships with customers through professionalism, diplomacy, and strategic communication.

Exceptional problem-solving and conflict-resolution skills.

Ability to multitask, prioritize, and work under pressure in a fast-paced environment.

Possesses knowledge of basic computer programs, specifically Microsoft Word office.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to stand and sit for periods of time and to move intermittently throughout the workday.

Attention to detail and manual dexterity for focused work.

Must have effective sensory and motor skills as well as manual dexterity, as appropriate for the role.

Ability to travel frequently up to 50% of the time.

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