- Develops service level standards focused on response times and issue resolution.
- Establishes procedures that produce high quality customer satisfaction, experience and loyalty that exceeds customer and industry standards.
- Works with operations and sales teams to measure CSI nationally as well as by location and work with sales and operations to root cause situations
- Ensures that current systems capture and report on service metrics, including any customer feedback or trends in product or service issues, while constantly searching to improve CX.
- Holds regular meetings with the DVP Ops and DVP Sales to discuss operational and sales opportunities in an effort to improve Customer Satisfaction.
- Aligns customer service activities and initiatives to support and enhance the objectives of the organization
- Builds a culture of success within the Customer Satisfaction teams
- Fosters a culture of inclusion and team between Field, Boise and Atlanta operations
- Oversees Atlanta, Boise and Field Customer Service Operations
- Performs additional duties as required.
- Bachelor's degree
- Master's degree in Business or Operations Management preferred
- Six Sigma or Lean Six Sigma trained (Yellow belt or higher) preferred
- 15+ years of experience in Customer Service
- 10+ years of managerial experience in a large call center
- Demonstrated leadership and team building capabilities
- Strong presentation and communication skills
- Strong relationship building personality and people skills
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Porter
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Director of Customer Satisfaction - Duluth, United States - Saia
Description
Saia Inc., is a publicly held Top 10 LTL freight shipping company with 160+ locations in North America. As a member of the Customer Service Leadership team reporting to the VP of Marketing and Customer Service, the Director of Customer Satisfaction will lead a team that is responsible for all aspects of the organization's customer service policies, objectives, and initiatives. This Director direct reports are Sr. Manager of Customer Satisfaction, Manager of Special Services, and Manager of Customer Satisfaction in Boise, and National Account Services Manager.
Responsibilities:
Requirements:
