Customer Service Director

Purpose of the job 

The Customer Service Director will lead and oversee the customer service operations at our Kenosha Distribution Centre. This role is responsible for ensuring exceptional customer service delivery, developing and implementing customer service policies, and managing a team of customer service representatives and project coordinators. The ideal candidate will have a strong background in customer service management, excellent leadership skills, and a passion for enhancing the customer experience.

Key Responsibilities  

• Develop and implement customer service policies and procedures to ensure consistent and high-quality service.
• Lead, mentor, and manage a team of customer service representatives and project coordinators, providing training and development opportunities.
• Monitor and analyze customer service performance metrics to identify areas for improvement.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Collaborate with other departments to ensure seamless customer service operations.
• Develop and maintain relationships with key customers and stakeholders.
• Prepare and present regular reports on customer service performance to senior management.
• Stay updated on industry trends and best practices to continuously improve customer service operations. 

Knowledge, Skills + Experience 

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 7 years of experience in customer service management, with at least 3 years in a leadership role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Proficiency in customer service software and tools.
• Strong problem-solving skills and the ability to handle high-pressure situations.
• Commitment to providing exceptional customer service.
• Experience in a distribution or logistics environment.
• Knowledge of industry-specific customer service practices and regulations.

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