Director of Customer Service - Mound, United States - Tank Holding

Description

Company Overview

Tank Holding Corp. is a leading manufacturer of rotationally molded poly and welded steel bulk storage and material handling products in North America.Tank is growing rapidly and is working to expand its capabilities and diversify product offerings consistent with the company values of growth and service to its customers.Our portfolio of brands has become market leaders in bulk storage and material handling.

Job Summary The Director of Customer Service is responsible for leading the customer service team and ensuring the customer experience is superior throughout the customer life journey. This position will play a role in shaping and implementing customer experience strategy along with related technology and methodology. Based in Mound, MN, this position requires a strong background in customer service/inside sales operations along with a passion for creating a consultative and service-oriented culture.

Key Responsibilities

• Lead and manage remote Customer Service team (managers and CSRs) in all aspects of customer service from initial onboarding, training, upsell, strategic growth, consultation, and renewal.
• Accountable for team performance by creating and managing multiple processes and policies that will improve the function and the organization.
• Effectively deploy Customer Service resources and align and integrate business objectives and policies across multiple brands and new acquisitions.
• Successfully work across multiple ERPs.
• Collaborate with cross-functional leadership (sales, marketing, product, manufacturing operations, finance, and technology services) to ensure successful execution of strategic initiatives.
• Ensure continuous improvement of Customer Service with talent skill assessments, developing and coaching the leaders to identify areas for continuous improvement, implementing process improvement changes, and delivering training.
• Understand and track the department metrics to drive the appropriate behaviors and coaching opportunities.

Required Education, Experience and Skills

• Bachelors degree in business or related field, or equivalent combination of education and experience.
• A minimum of ten (10) years of progressive management experience in customer service.
• Related manufacturing industry experience preferred.
• Experience hiring, training, managing, developing, and retaining high-performing teams.
• Strategic thinking ability with strong analytical and problem-solving skills, and a proven ability to exercise initiative, judgement, and discretion.
• Customer-centric mindset with a passion to lead and influence to continuously improve the customer experience.

Preferred Leadership Qualities

• Result and Business-Minded You possess strong business acumen and a commercial mindset.Results drive you and you can inspire and lead others to succeed.
• Organizational Development Skills With a continuous improvement mindset, you can drive change and improvements, shift gears as needed, and be a strong change management leader.
• Interpersonal Communication Sills You can connect with and build relationships with people from all walks of life.
• People Management Skills Able to clearly communicate goals and expectations, and you easily gain trust across the organization.

Tank Holding provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, creed, ancestry, sexual or affectional orientation, marital or veteran status, color, religion, sex, national origin, age, disability, genetics, status regarding public assistance or any characteristic protected under federal, state or local law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Preferred Job Industries

• Other