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Magstatt-le-Bas

    Director of Customer Service - Omaha, United States - C. H. Thomas Search, LLC

    C. H. Thomas Search, LLC
    C. H. Thomas Search, LLC Omaha, United States

    6 days ago

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    Description
    Initiating a search for a DIRECTOR OF CUSTOMER SERVICE

    (#1 POSITION/ROLE/LEADER) for a highly successful, growth oriented (organic/acquisitive), privately-held, national, multi-site, mid-to-large company headquartered in the Upper Central Midwest that offers a unique and highly thought of/recognized team-oriented and entrepreneurial culture/work environment. Our client is seeking a dynamic, servant-oriented and career/growth-oriented leader to lead/manage (and optimize) their Customer Service Department.


    The Director of Customer Service, will have responsibility for leading and overseeing all aspects of service delivery with the primary objective being to ensure the delivery of exceptional customer experiences and support driving customer satisfaction and ultimately brand loyalty.

    This role will engage and collaborate with cross-functional teams to develop and implement strategies that improve customer support processes, enhance service quality, and maintain a customer-centric culture within the organization.

    Roles & Responsibilities

    Management (and development) of a mid-sized team (approximately 20 ftes) of experienced customer service professionals.
    Provide leadership to a team of customer service managers, supervisors, and representatives.
    Provide guidance, training, and performance feedback to ensure the team meets or exceeds customer service targets.
    Foster a positive and inclusive work environment that encourages teamwork, motivation, and professional growth.
    Develop and execute a customer service strategy aligned with the assigned objectives.
    Identify opportunities to enhance customer interactions and implement best practices to improve overall customer satisfaction.
    Monitor customer feedback and implement initiatives to address inquiries and feedback effectively.
    Establish and maintain service level agreements (SLAs) to measure and improve service performance.
    Analyze key performance indicators (KPIs) to identify trends, areas for improvement, and operational efficiencies.
    Implement processes and technologies to optimize customer service operations and streamline workflows.
    Prepare and present regular reports on customer service performance, including customer satisfaction scores, response times, and issue resolution rates.
    Use data-driven insights to identify opportunities for service improvement and make informed business decisions.
    Oversee the handling of customer inquiries, complaints and escalations to ensure timely and satisfactory resolutions.
    Collaborate with other departments, such as sales and product teams, to address customer needs and requests effectively.
    Organize and conduct regular training sessions to enhance the customer service team's skills and product knowledge.
    Implement ongoing coaching and performance improvement programs to enhance the team's capabilities.

    Education / Experience / Certifications

    Bachelor's degree in business administration, customer service management, or a related field.
    Proven experience in a leadership role within customer service.
    Strong understanding of customer service principles, practices, and industry trends.
    Minimum of 5 years in a manufacturing environment.

    Outstanding opportunity for an experienced Customer Service Manager/Director/Senior Director looking to further build on/expand their existing knowledge and skillset with an organization that can offer future career growth opportunities

    Salary $120K - $140K, 20%+ and real bonus potential, very attractive culture/work environment, great benefit package and attractive relocation package (if needed.)
    #J-18808-Ljbffr
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