What are the responsibilities and job description for the Director of Customer Service position at Joulé?
Title : Director of Customer Service
Location : Paterson NJ
Schedule : M-F on site daily
Terms : Direct hire
Start : ASAP
Salary : $120-$140k
Education :
Bachelor’s degree in business administration, Customer Service Management, or a related field
Requirements :
8 years of experience in customer service or related roles, with at least 5 years in a leadership or management position.
Proven track record of leading and developing high-performing customer service teams.
Knowledge of order management systems, CRM platforms, and customer service best practices.
Strong problem-solving and decision-making skills with a customer-first approach.
Exceptional interpersonal, communication, and relationship-building skills, capable of influencing both internal teams and external customers.
Experience with data analysis, reporting, and using insights to drive decision-making.
Strong organizational and time management skills, with the ability to handle multiple priorities effectively.
Familiarity with the food manufacturing or food additives industry is a plus.
Willingness to travel occasionally for customer visits or industry events.
Responsibilities : Team Leadership :
Lead, mentor, and develop the customer service team, ensuring the effective performance and engagement of customer service managers and representatives.
Establish department-wide goals and key performance indicators (KPIs), and drive continuous improvement initiatives.
Foster a high-performance culture by promoting teamwork, collaboration, and a customer-centric focus.
Manage talent acquisition, training, and development programs for the customer service team to enhance individual and team capabilities.
Customer Experience & Support :
Oversee the order management and customer support processes, ensuring timely and accurate order entry, fulfillment, and issue resolution.
Serve as the point of escalation for complex customer issues, working to resolve challenges and maintain customer satisfaction.
Monitor customer interactions to ensure they meet established service standards and proactively identify opportunities for improvement.
Process Optimization & Strategy :
Drive process improvements and technological solutions to enhance the efficiency of the customer service function and improve the overall customer experience.
Develop and maintain policies, procedures, and training materials to ensure consistent, high-quality service delivery.
Lead strategic initiatives to optimize workflows and integrate best practices across the department.
Collaboration & Communication :
Partner with senior leaders across departments, including Sales, Operations, and Supply Chain, to align customer service activities with business goals and customer expectations.
Build and maintain strong relationships with key customers, serving as a trusted partner to gather feedback and ensure ongoing satisfaction.
Provide regular updates to senior leadership on customer service performance, trends, and opportunities for growth.
Reporting & Analytics :
Oversee the collection, analysis, and reporting of customer service metrics, including response times, resolution rates, and customer satisfaction scores.
Utilize data-driven insights to identify trends, root causes of issues, and opportunities for performance improvement.
Prepare and present detailed reports on customer service performance and service improvement initiatives to senior leadership.
Compliance & Quality Assurance :
Ensure that all customer service activities comply with company policies, industry regulations, and quality standards.
Support continuous improvement initiatives by gathering and acting on customer feedback, ensuring effective resolution of service issues.
Maintain accurate and up-to-date records of customer interactions, orders, and resolutions.
Continuous Improvement :
Champion a culture of continuous improvement by driving strategic initiatives that enhance service quality, operational efficiency, and customer satisfaction.
Identify and implement best practices and new technologies to streamline customer service operations.
Salary : $120,000 - $140,000
