Director - Client Services- Port Jervis Customer Relations Salary SGA

Director - Client Services- Port Jervis Customer Relations - Exempt  Summary:   The Director, Client Services, is responsible for ensuring that the team delivers exceptional client service for established customers. Working closely with the kdc/one commercial team, the Director Client Services will deliver superior customer service by anticipating customer needs, resolving issues promptly and providing valuable information about product and services. The Director of Client Services will also oversee Project Managers at the site level (dotted line) in collaboration with the Regional Director of Project Management. The Director Client Services will also work internally with counterpart in Marketing, R&D, QC/QA, Production & Warehouse departments to ensure smooth order processing and work to resolve any problems with orders, delivery dates or service. Essential Duties and Responsibilities:   Build a talented and motivated team of client service managers and representatives; hiring, developing, training and managing the team. Promote a safe working environment and adhere to health, safety and environmental procedures, company safety rules, good manufacturing practices (GMP’s), standard operating procedures (SOP’s) in line policiesat all times. Monitor and assign accounts to the client services team members and handle key accounts as needed. Serves as point of escalation for customer issues, developing action plans and leveraging site leadership to find solutions that minimize customer impact. Drives “one company” client services by leveraging sites’ knowledge and experience with new customers and assures new customers are met with similar experience from site to site. Develop, implement and maintain service level standard focused on reducing response times and providing high customer satisfaction. Ensure that clerical and administrative daily operation procedures remain productive and consistent with those of interacting departments. Oversee customer complaints while supporting team members to resolve the issues in a timely manner for their respective accounts. Receive and respond to inquiries from other departments regarding customers and reconcile any issues affecting customer satisfaction. Responsible for establishing, maintaining, tracking and reporting data and monthly KPI’s to management for the client services department and on specific accounts. Generates monthly KPI’s tracking customer inventory, OTIF and create root cause analysis when not on target. Ensure continuous improvement of processes, systems, and communication to drive superior customer service ratings. Partner with the commercial organization to develop and implement customer support agreement and ensure adherence to contract once agreements are in place. Support commercial hyper-care calls by providing projects overview and site focus for specific clients.   Essential Duties and Responsibilities: (Continued) Work closely with the Director of supply chain to ensure liabilities, inventory, planning and overall OTIF is optimal. Works with purchasing and customer when a customer PO is placed out of lead time and needs to be expedited. Attend Weekly Operations meetings to review open sales orders and sales order maintenance.  Ensure follows up with finished goods that are past dues, in QC-status, provide reasons & resolution to report back to the customer. Ensure billing accuracy and works with A/R to bill for Storage, re-testing, testing, double set-ups. Coordinates any customer complaints/returns, issue credits & instructions for reworks. Work with finance on customer liabilities, (pushouts, cancellations, or decreases). Other duties may be assigned by VPGM.   Minimum Qualifications: Bachelor’s degree in Business administration (B.B.A.),Science of Business Administration (B.S.B.A.) or in a related field. Minimum seven (7) years’ Client Service role experience in Consumer Products; preferably in cosmetics process manufacturing or an FDA regulated industry. Prior supervisory experience.   Knowledge, Skills & Abilities: Required Advanced knowledge in QAD or other comparable ERP/MRP systems. Required Advanced reporting, designing and data analytic skills. Strong math skills: addition, subtraction, multiplication, and division. Advance PC Knowledge i.e. MS Office Suite (Excel, Word, Outlook) is required. Ability to lead, think strategically, set and achieve objectives, and influence organizational change. Strong time-management, organizational, planning, people and leadership skills. Strong English communications skills: speaking, reading, and writing. Ability to communicate clearly and thoroughly with Management and personnel and interpersonal relationships with employees at all levels. Demonstration of a sense of urgency in achieving goals, contributing to business objectives, and responding to company needs. Self-Managementand Good time-management skills,displays initiative, effort, excellent organizational and planning skills, and commitment towards completing assignments in a timely manner. Problem Solving: Identify options for solving a problem and evaluate the strengths and weaknesses.   Working Conditions and Physical Demands:   Capable of lifting up to 25 lbs. Capable of standing, walking, and sitting for extended periods. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Process manufacturing environment. Office environment. The noise level is moderate. Lighting is low to moderate.

Salary : $130,000 - $160,000