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    Customer Service Director - Hartford, United States - Ebpsupply

    Ebpsupply
    Ebpsupply Hartford, United States

    1 week ago

    Default job background
    Description

    CUSTOMER SERVICE DIRECTOR

    EBP Supply Solutions, a leading provider of Cleaning and Food Service supplies and services to commercial institutions, is currently seeking an


    experienced, conscientious, detail oriented and enthusiastic


    Customer Service Director

    to join our team in Milford, CT.

    The primary function of the Customer Service Director position is responsible for managing and leading EBPs Customer Service organization, including growing the organization consistent with the needs of the business.

    This position will interact with all levels of EBP management as well as provide an escalation point for EBPs customers.


    ESSENTIAL FUNCTIONS:
    Primary job responsibilities may include but are not limited to:

    • Responsible for the overall direction, coordination, and evaluation of all Customer Service Centers. Carries out managerial responsibilities including training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
    • Build, lead, and improve the day-to-day processes of the Customer Service team, ensuring that service delivery targets and client commitments are met.
    • Define and execute to a set of operational and customer metrics and procedures consistent with our position as a leader in distribution community.
    • Manage customer escalations to completion with a focus on process improvements and a customer-centric culture in a regulated environment; Ensure that cross-functional complaint processing is efficient and timely; ensure that customer communication regarding issues is timely and complete, and build proactive communication into daily processes.
    • Develop a team and culture focused on thrilling customers by going beyond their needs and expectations; Ensure all incoming phone calls are answered promptly an in a courteous manner.
    • Implement and enhance the automation of Order Entry with customers, sales department and customer service department so as to lower operational costs, enhance the customer experience, increase time to revenue, reduce low-value activities and improve corporate agility and decision-making.
    • Serve in a Change Management role for the organization by undertaking projects or initiatives to improve performance, seize opportunities or address key issues as well as implement changes to processes, job roles, organizational structures and types and uses of technology for the overall improvement of the department.
    • Address and manage projects that arise from a Project Management perspective : responsible for planning, organizing, and directing the completion of specific projects while ensuring these projects are on time, on budget, and within scope.
    • Manage the CRM system for Customer Service; Build scalable, repeatable processes within Customer Service as we prepare for significant growth.
    • Monitor service calls to observe employees demeanor, technical accuracy, and conformity to company policies.
    • Handle issues regarding to the following : Courier approvals; Time off requests; Late arrivals notifications; Specials Process; Directs; Creating & managing the training calendar; Reduce operational cost (couriers, FTB, UPS and off-days); Customer Service disputes; Account Executives
    Sales disputes; Daily coordination of people resources; Accounting reconciliations; Day to day issue with Operations; EBP Phone systems issues

    • Ensure compliance with regulatory and corporate/best practices processes and procedures.
    • Performs all other duties assigned as assigned by President and Senior Management.

    THE SUCCESSFUL CANDIDATE MUST ALSO HAVE THE
    FOLLOWING:
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Advanced computer skills (proficiency in Microsoft suite of products and database management)
    • Strong organizational skills;

    Ability to effectively prioritize and


    multi-task with little supervision

    • Detail oriented; Excellent Written and Oral Communication skills; Strong interpersonal skills

    EDUCATION & EXPERIENCE:

    • Bachelors degree (BA) and or 8+ years of experience in a management role leading customer service organizations including management of remote teams
    • CRM experience, particularly in Microsoft CRM

    PHYSICAL DEMANDS:


    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear.

    The employee is occasionally required to stand; walk; use hands to manage paperwork, filing, and computer typing and using a telephone.

    The employee may occasionally lift and/or move up to 10 pounds of products and/or samples. Specific vision abilities required by this job include close vision.

    The Company offers a competitive compensation package that is commensurate with experience as well as a broad range of benefits (Medical, Dental, Prescription Drug, Life Ins., Short & Long Term Disability Ins., EAP, Educational Assistance Program, etc.), and a 401(k) retirement plan with company match.


    Contact:

    EBP Supply Solutions
    200 Research Drive
    Milford, CT 06460

    Attn:
    Human Resources


    Fax:

    Minority & Women Applicants are Encouraged to Apply

    #J-18808-Ljbffr
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