What are the responsibilities and job description for the Service Excellence Director position at Risus Talent Partners?
About the Role
We are seeking a Service Excellence Director to join our team at Risus Talent Partners. This is an exciting opportunity for a customer-focused professional to drive day-to-day operations of the Customer Service and Merchandising teams.
The ideal candidate will report to the President and be responsible for allocating workflow, providing coaching and development to ensure high-quality service, and implementing best practice strategies that increase profitability and customer retention.
Key Responsibilities
- Lead day-to-day operations within Customer Service and Purchasing, managing daily activities, supervising staff, and allocating tasks to ensure timeliness, accuracy, quality, and performance standards.
- Reallocate workflow with temporary assignments to expedite orders and maintain orderly workflow based on business and customer priorities.
- Ensure Merchandisers communicate cost changes proactively to Sales and Customer Service so they can take necessary steps to protect/increase profit margins.
- Maximize profitability by pushing back on cost changes and negotiating for the lowest 'delivered' cost.
- Coordinate with inventory control to determine and manage inventory needs.
- Ensure Customer Service Representatives keep Price Lists current and assess GP$/UOM on orders to protect margin.
- Set an example by embracing the mission and leveraging best practices to deploy strategies focused toward that mission.
- Develop, implement, and contribute to the continuous improvement of customer service and merchandising written work instructions, service procedures, policies, and standards.
