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Director of Order Management and Customer Service Operations

2 months ago

King of Prussia, United States QUAD, a SolomonEdwards Company Full time

Mid-size, growth oriented services organization headquartered in King of Prussia is looking to hire a Director to oversee the Customer Service and Order Management functions. This role will lead a team of individuals responsible for communicating daily with clients regarding order status, delays, and issues. In addition, this person will be integral in building out a best-in-class customer support function through a combination of processes, technology, and people. This is a highly visible and very important group within the company


Specific duties will include:

  • Manage and lead a best-in-class order management function with a priority on serving the customer
  • Evaluate the current state of order management, customer service, and customer support and make recommendations for improvement
  • Identify opportunities to automate and streamline the way customer support is provided
  • Hire, train, and manage a customer-focused team that is capable of providing exceptional customer service to clients in stressful or time-sensitive situations
  • Work closely with the IT team to develop technology enhancements for the order management function
  • Collaborate cross-functionally with groups throughout the organization to improve transparency
  • Work closely with senior leadership on new business initiatives
  • Effectively resolve any client escalations


Qualifications:

  • Bachelor's degree required, Master's degree preferred
  • 10+ years in a corporate customer facing role with a history of putting the customer first
  • Prior experience with order management operations
  • Excellent leadership and management skills
  • Strong communication skills
  • Ability to de-escalate situations and stay calm under pressure
  • Ability to thrive in a fast-paced environment