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    Director, Customer Service - Houston, United States - Quantix Supply Chain Solutions

    Quantix Supply Chain Solutions
    Quantix Supply Chain Solutions Houston, United States

    6 days ago

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    Description
    Job Title: Customer Service Director

    Company: Confidential

    Description:

    The Customer Service Director supervises the customer service department that handles external customers and warehouse operations, focusing on the Houston area and Export operations. This role involves leading a team to maintain a consistent and high level of service. Build strong relationships with key enterprise customers to ensure an exceptional customer experience through Best Practices and collaboration with other Customer Service Directors and Internal Stakeholders, while upholding the highest integrity standards.

    KEY RESPONSIBILITIES:

    - Leading a team of customer service managers and representatives supporting key enterprise customers, overseeing daily orders, addressing key escalations, and driving process improvements. - Handling key customer leadership communication such as quarterly forecast outlook and managing customer audits. - Setting and executing the customer service strategy, goals, and key performance indicators for a successful customer experience. - Managing changes to enhance the customer service teams' performance. - Customer onboarding. - Leading partnership meetings and organizing quarterly meetings to align on cross-departmental goals and initiatives. - Participating in weekly meetings with key customers. - Managing department workflow by prioritizing, scheduling, and delegating tasks to create a positive team environment. - Identifying process challenges and order fulfillment issues, escalating them to the appropriate management level for resolution and implementation. - Establishing consistent procedures across all facilities and conducting quality assurance surveys with customers to evaluate service levels and key performance indicators. - Collaborating with Warehouse, Operations, Quality, Billing, Sales and Marketing, Shipping/Receiving, and other relevant departments.

    Requirements:

    SKILLS, KNOWLEDGE, AND EXPERIENCE:

    - Bachelor's Degree with 10 years of Customer service experience. - Proven ability to recognize and implement workflow improvements. - Experience in leading a customer service team or operation, customer service training, and various communication methods. - Detail-oriented, problem solver, and team-oriented. - Strong communication skills to interact effectively with customers and all organizational levels. - Demonstrated leadership skills and excellent interpersonal communication abilities. - Quick task prioritization and delegation skills. - Excellent written and verbal communication skills. - Ability to work independently, follow through effectively, and handle multiple tasks simultaneously. - Proficiency in Microsoft Word, Excel, Power Point, and Outlook. - Experience in measuring key performance indicators.
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