What are the responsibilities and job description for the Director- Customer Service position at WSI Standard?
We are seeking an experienced Director of Customer Service to lead our team during a period of rapid growth. This position will oversee a team of approximately 50 employees under multiple business verticals, providing customer care, various value-added services, and billing for our 300 customers. This full-time salaried position will report to the Vice President of Operations.
DUTIES AND ACCOUNTABILITIES:
- Build and sustain a positive workplace and motivated team in a fast-paced and demanding environment.
- Develop/improve customer service processes to deliver a positive experience for customers and end users.
- Create and execute operating plans that meet customer expectations and maximize internal efficiencies.
- Identify and analyze customer service trends to proactively address issues and improve service delivery.
- Implement and optimize customer service technologies and tools to enhance efficiency and effectiveness.
- Build and maintain strong relationships with key clients, understanding their unique needs and challenges.
- Serve as a point of escalation for complex customer issues, ensuring timely and effective resolution.
- Develop and present regular reports to senior leaders on customer service performance and key metrics.
- Collaborate with internal teams to support evolving customer expectations and required system expertise.
- Assist with team recruitment and manage team performance and productivity.
- Utilize data to drive strategic decision-making and optimize customer service operations.
REQUIRED KNOWLEDGE, SKILLS, ABILITIES:
- Ability to lead, successfully develop employees and communicate objectives.
- Excellent collaboration skills; able to effectively influence WSI's multi-functional leadership team.
- Ability to successfully drive continuous improvement to increase productivity and profitability.
- Effective in planning and organizing work activities.
- Ability to gain our customers' confidence by providing best-in-class service.
- Skilled in making critical decisions with sound judgment.
- Comfortable working in a dynamic and rapidly growing environment.
- Experience with and knowledge of customer service and operational best practices.
- Strong analytical skills and proficiency in Microsoft Office tools.
- Knowledge of customer service software (i.e. Zendesk) , Warehouse and Order Management Systems (WMS/OMS).
- A basic understanding of workforce management platforms (i.e., UKG).
PREFERRED EDUCATION AND EXPERIENCE:
- Bachelor's degree in business or related field.
- Minimum of 5 years’ experience in customer service leadership.
- Experience working in a supply chain-related area (3PL, E-Commerce, Logistics) is preferred.
PHYSICAL CAPABILITIES AND REQUIREMENTS:
- Travel in a car and an airplane 10-15% of the time.
- Ability to sit for extended periods within an office environment in Neenah, Wisconsin.
- Ability to use hands and fingers for computer keyboarding, and answer phone calls.
- Ability to communicate via the telephone using speaking and hearing skills.
BENEFITS AND TOTAL REWARDS
- Competitive wages, and opportunities for advancement.
- Medical, Dental, Vision, Critical Illness, Accident, and Flexible Spending Plans available.
- Company-paid Short/Long-term Disability, Life Insurance, and Employee Assistance plans.
- Company-paid Time-Off (PTO), Holiday Pay, and Sick Leave (where required).
- Retirement 401(k) Plan with Discretionary Employer Match and Profit Sharing.
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