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Assistant Director, Customer Service
2 months ago
At Revolution Foods, we are dedicated to providing healthy and nutritious meals to schools, ensuring every child has access to real food. We believe in excellence, respect, and continuous learning. Join us in our mission to revolutionize school meals.
The Assistant Director of Customer Service will lead and inspire our Customer Service Managers (CSMs), ensuring they deliver exceptional service and embody the voice of Revolution Foods. This role involves strategic oversight, deep engagement with customer accounts, and a focus on maximizing customer retention and long-term financial success. You will provide leadership, mentorship, and direction to the CSMs, aligning their efforts with our mission.
**Responsibilities**:
- Lead, mentor, and manage a team of Customer Service Managers to achieve their goals and perform effectively.
- Oversee key accounts that are high value or at risk.
- Conduct regular performance reviews, provide feedback, and support the professional development of the CSM team.
- Develop and implement strategic plans to enhance customer satisfaction and retention.
- Utilize data and analytics to guide strategic decisions and improve the overall customer journey.
- Serve as a solution provider for complex customer issues, guiding CSMs on resolution strategies.
- Ensure CSMs meet and exceed KPIs for retention and expansion.
- Encourage CSMs to manage customer relationships effectively and deliver high levels of satisfaction.
- Collaborate with internal teams to ensure seamless service delivery and product alignment with customer needs.
- Track and analyze performance metrics to identify areas for improvement.
- Ensure CSMs leverage business intelligence to understand and address KPIs and performance issues.
- Conduct regular business reviews with CSMs to assess performance and strategize improvements.
Required Qualifications:
- Bachelor’s degree or equivalent customer service experience.
- 5-7 years of experience in customer service management, with at least 3 years in a leadership role.
- Proven success in leading and developing high-performing teams in a customer service or sales environment.
- Excellent written, verbal communication, and presentation skills.
- Strong knowledge of Excel, PowerPoint, Word, Teams, and Salesforce or equivalent CRM.
- Exceptional attention to detail, organizational skills, and the ability to manage multiple tasks, deadlines, and priorities.
- Demonstrated experience presenting key performance indicators with strategic recommendations to senior management.
- Experience in K-12 or Charter School Food service is preferred.
- Ability to travel locally to meet with clients onsite (Up to 40% field based).
Salary Range: $132,000 - $150,000.
