Director Of Customer Service

Title: Director of Customer Service

Location:
Work in office 4 days, with 1 work from home day per week. 

Company: Largest nationwide distributor and reclaimer of refrigerants in North America.

Responsibilities: 

The Director of Customer Service will create, implement, and continue to hone the end-to-end customer experience. You will be responsible for developing, leading, and scaling a team of individuals responsible for driving adoption and successful business outcomes. This role will need to be a strategic thinker, who is comfortable with ambiguity, and thrives on problem-solving and creating or iterating processes.

• Establishes, measures, and drives continuous improvement on performance metrics related to customer service delivered to our customers.
• Lead team in setting and achieving goals, delighting customers, consistently achieving SLA objectives, and providing critical feedback on how to improve the customer experience.
• Foster a culture of continuous improvement, teamwork, excellence, and job satisfaction within the customer support team.
• Oversee individual customer support professionals, setting clear performance expectations and goals for growth.
• Provide strategic thought leadership that will guide the team toward a more “customer centric” culture.
• Collaborate with cross-functional teams to address customer pain points and enhance the overall customer journey.
• Work closely with Sales Teams to ensure synergy in all initiatives.
• Defines and implements strategy for world class customer experience that creates a differentiated experience for customers and creates a competitive advantage for the business.
• Lead customer service activities in ERP / CRM system implementation and ongoing use.

Requirements:

• Bachelor’s Degree required.
• At least 5 years in customer/sales operations management role.
• Experience in manufacturing industry is a plus, industrial B2B experience preferred.
• Demonstrated ability to work independently and in cross-functional leadership roles.
• Experience leading change with cross-functional teams (including the ability influence without direct authority) or within a highly matrixed organization.
• Strong business acumen; an innovative customer operations practitioner with a strong customer-centric mindset, excellent program management skills, highly detail-oriented, experience managing teams and projects.
• Outstanding people leader with demonstrable commitment to the ongoing professional development of team members.
• Demonstrates a commitment to integrity and quality in business. Excellent initiative and interpersonal communications skills.
• Effective cross-functional team player with an entrepreneurial mindset and results driven.
• Navigate a fast-paced environment and effectively manage multiple priorities. Strong time management skills.
• Advanced skill in use of Microsoft Office Suite.
• Excellent communication, collaboration, and stakeholder management skills.
• Ability to travel up to 15%