Director, Customer Service

3 weeks ago

Kansas City, United States PPC Flex Full time
Job DescriptionJob Description

Position Summary:

Responsible for development and execution of the company’s strategic service model. Lead implementation of scalable service platform; including software, process and best in class customer approach. Lead team inclusive of managers, service professionals to support the PPC mission to deliver purposeful, powerful packaging. Act in a way that delivers a customer first approach to both internal and external customers. Drive clear communication of value-add needs that support growing our sales and keeping our best interests at heart. This position is expected to project a professional image with a positive attitude while assertively getting the results needed in a highly responsive culture. In the event of absence, these job responsibilities will be covered by the VP Commercial Ops & Supply Chain.

Responsibilities and Duties:

This job description and performance standard document has been prepared as a guide to ensure better communication and understanding. All responsibilities, however, have not been included, nor could they be. Your leader may from time to time ask you to perform other related duties not specifically included in this description. Likewise, this description will be revised when required to meet current business needs.

Account Service Management:

  • Drive PPC strategy for customer engagement activities resulting in organic sales growth with existing accounts.
  • Lead, mentor, and Develop, Customer Service Managers and Account Managers, act as steward of their career development.
  • Support implementation and communication surrounding maturity of Service and customer engagement process; driving outside in view of customers.
  • Drives annual customer engagement; synced with VP Commercial Ops to understand outside in view of NPS, Voice of the customer, including SWOT, focused actions on service needs.
  • Develop annual planning for improvement customer engagement activities; document and refine processes that support service model delivering best in class customer service.
  • Leads communication to leadership and cross functional partners around sales analytics, metrics, and performance measures, communicating daily, weekly on results. Push accountability amongst the teams.
  • Drives continued evolution of Salesforce CRM, in house systems, and Sales Support Infrastructure. Lead Project work on customer communities; customer communications, best in class strategy.
  • Develop and Implement customer tiers and associated service levels. ROI Strategies to consider investment of resources, tools.
  • Provide support; via allocate resources and support for new business pursuits through account assignments.
  • Negotiates and resolves escalation issues which arise between internal/external matters relating to payment terms, aged inventory, product performance, pricing, service, etc.
  • Drive On Time In Full Delivery from point of view of customer; holding service team accountable to communicate needs and change of customer needs.
  • Drive strategic evolution and execution of onboarding processes to reduce internal cost, improve customer service and delivery on time.
  • Approve expense reports, other administration for Service Team as needed.

Skills and Qualifications:

  • High level of emotional intelligence and experienced business acumen.
  • Customer/client focus – genuine understanding of what motivates customers to do business with PPC and an appreciation and understanding of outstanding customer service.
  • Results driven and outcome-focused approach to business.
  • Strategic thinking ability with an appreciation for the tactical activity needs.
  • Ability to work effectively with a diverse group of people.
  • Strong communication and presentation skills; influencer and can deliver clear and concise presentations.
  • Results-oriented, assertive, and diplomatic to get things done on time. This position requires multi-tasking and an individual who enjoys working with a sense of urgency and is capable of creative problem-solving to overcome challenges.
  • Experience with business operating systems and knowledge of Windows computing programs a must with a degree of proficiency in PowerPoint, Excel, Word, Outlook. Salesforce CRM knowledge preferred.
  • Four-year bachelor’s degree or 10+ years’ experience in similar leadership role.

Working Conditions and/or Physical Requirements:

  • Must be excellent at verbal and written communication.
  • Willingness to travel 10% or as reasonably necessary.
  • Must maintain a professional appearance and demeanor.
  • Reasonable accommodations may be made to enable individuals with disabilities in order to perform the essential functions.

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