What are the responsibilities and job description for the Associate Director, Customer Service and Delivery Assurance position at Viessmann Climate Solutions?
Country :
United States of America
Location :
CAF77 : CCS - CIB 13995 Pasteur Blvd , Palm Beach Gardens, FL, 33418 USA
Carrier Global Corporation, a global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.
About this role :
The Associate Director, Customer Service and Delivery Assurance is a strategic leadership role responsible for overseeing and enhancing the customer service operations and ensuring the excellence of service delivery. This position requires a dynamic leader who can drive overall continuous improvement to optimize customer satisfaction, manage teams, and ensure timely and effective communications of key project milestones.
Key Responsibilities :
- Customer Service Strategy : Develop and implement strategies to improve customer service operations, aiming to exceed customer expectations and achieve high levels of customer satisfaction.
- Team Leadership : Lead, mentor, and develop a team of customer service representatives and delivery assurance professionals, fostering a customer-centric culture and promoting continuous improvement.
- Performance Metrics : Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer service and delivery processes, and implement corrective actions as needed.
- Process Improvement : Identify and implement process improvements to streamline operations, enhance efficiency, and reduce workload while maintaining high-quality standards.
- Customer Feedback : Collect, analyze, and act on customer feedback to drive service improvements and innovation.
- Collaboration : Work closely with other departments, such as Sales, Marketing, Product Development, Operations & Engineering to ensure a seamless customer experience and address any service-related issues promptly.
- Reporting : Prepare and present regular reports on customer service and delivery assurance performance to senior management.
Required Qualifications :
Preferred Qualifications :
LI-Hybrid
RSRCAR
Carrier is An Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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