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    Director, Customer Service - Schaumburg, United States - Misumi USA

    Misumi USA
    Misumi USA Schaumburg, United States

    1 week ago

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    Description
    ABOUT THE POSITION

    This position is responsible for the leadership of our Customer Service Department. Responsibilities include directing a team of 20+ representatives and supervisors, overseeing data analysis, reporting, and KPI tracking, and focusing on continuous improvement to processes, systems, training, and cross-functional collaboration. You will support the team by:
    • Collaborating with Human Resources to hire and retain top talent.
    • Creating a positive, customer-centric department culture that recognizes and rewards individual and team performance, continuous improvement, and personal development.
    • Communicating with clarity and transparency to continually create trust and alignment.
    • Creating and sustaining a high-performing, high-productivity team that delivers outstanding results in a cost-efficient operation.
    • Partnering with the Training Department to ensure effective training of new hires and adequate and ongoing training of team to continuously improve individual and team performance.
    • Creating and measuring KPIs and other metrics on a regular basis to ensure that we are satisfying customer requirements.
    • Partnering with IT and other support groups to implement new systems and enhance existing ERP and related systems.
    • Communicating with Japan HQ and other subsidiaries to ensure smooth operations.
    • Creating a business plan that defines department goals & objectives.
    • Creating an environment that motivates each team member to achieve their goals and mentor them for higher achievement.
    • Directing and coordinating the analysis and resolution of complex customer issues.
    • Partnering with Distribution Center teams to ensure customer shipping requirements, including on-time deliveries, special customer shipping requirements, etc., are met.
    • Partnering cross-functionally on Voice-Of The-Customer initiatives.
    WHAT WE NEED FROM YOU
    • B.S. degree in Business Administration, Engineering or a related field.
    • 10+ years of Customer Service experience, at least five of which are in a leadership / management position.
    • Experience managing larger customer service teams, preferably in distribution or manufacturing company.
    • Proven experience in solving customer's concerns of a complex nature.
    • Must have strong logical thinking and data / numerical analysis skills to understand and identify trends, issues, and challenges to drive problem-solving process improvements.
    • Excellent interpersonal and communication skills (verbal, written, presentation) with all levels of the organization.
    • Proficient in Microsoft Office Applications.
    • Experience leading ERP projects for system implementations and enhancements a plus.
    • Previous experience in developing training materials and conducting training a plus.
    • Previous experience working for a Japanese company a plus.
    • Japanese language skills a plus.
    WHAT WE CAN OFFER YOU:

    MISUMI will provide training you need to be successful in this role, as well as opportunities for growth and innovation in our team-oriented company culture. We have outstanding benefits and retirement plans that allow you to focus on successfully doing your job and exceeding customer expectations and the excitement that comes with growth. The part that matters most is you

    MISUMI is the most comprehensive and user-friendly resource for factory automation components. With a vast selection of 80 sextillion standard and customized parts, MISUMI is an unmatched, one stop shop to meet customer specifications. We're committed to empowering customers to do incredible design work incredibly fast. We also are committed to our employees and are excited to announce that we received Comparably's annual Best Team Leadership Teams award of 2022 in recognition of our employee centric culture, opportunities for growth and advancement, and outstanding leadership.

    MISUMI is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity, or any other protected status under applicable law.

    FOR CALIFORNIA RESIDENTS:

    MISUMI USA, Inc. ("MISUMI") complies with the California Consumer Privacy Act ("CCPA"), California Privacy Rights Act ("CPRA"), and other applicable privacy laws. We may collect the following categories of personal information for purposes of the application and hiring process: name and contact information (phone number; mailing address; email address(es)); education and qualifications; employment history and experience; LinkedIn profile; and other information voluntarily provided by the applicant. Under the CCPA and CPRA, California residents have the right to know, correct, delete, and/or limit the use of certain information collected by MISUMI. For further information, see our full privacy policy at If you have any concerns, please send an email to
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