What are the responsibilities and job description for the Director of Customer Success position at Mesilla Valley Transportation?
The Director of Customer Success is responsible for leading and managing the Customer Success team, which is comprised of Account Managers, Order Entry Specialists, and Customer Success Representatives to ensure an efficient operation of the Account Management Department. The Director will utilize customer service and operations experience to provide leadership, support, training, and performance monitoring to the designated team to meet and exceed departmental goals.
Responsibilities:
- Build a team of highly engaged knowledgeable, diverse, and passionate colleagues.
- Supports and coaches team members to motivate them and elevate their capabilities to manage customer experience.
- Integrates and reconciles personal goals of team members with organizational goals.
- Conducts periodic performance review sessions with team members and regular 1:1 focusing on personal development and growth.
- Develops and implements strategies to improve departmental efficiency, productivity, and quality of service.
- Fosters a positive team environment that promotes collaboration, teamwork, and continuous learning and improvement.
- Collaborates with cross-functional teams to ensure seamless delivery of services to
- Evaluates and improve departmental processes and procedures to maximize efficiency and customer satisfaction.
- Resolves, escalates, and communicates issues through the proper management channels.
- Identifies present and future staff
- Monitors departmental staff’s performance and determine if there is a need for additional training and/or development plans.
- Leads customer scorecard reviews and on-boarding calls.
- Ensures accounts are profitable and all applicable accessorials are being billed.
Qualifications:
- High School Diploma or equivalent (Required). Bachelor's degreee in Business or Supply Chain related program (Preferred).
- Six years related experience and/or training; or equivalent combination of education and experience preferred.
- Proficient in Microsoft Office Suite or related
- Proficient in AS400 and PC
- Demonstrated ability in developing and implementing Customer Service processes
- Ability to identify process tools and implement Standard Operating Procedures related to Customer Service operations.
- Required to work intermittent weekends based on business needs
Salary : $90,000 - $100,000
