Director Customer Service
3 weeks ago
** Director Customer Service -Contract Packaging**
**Job Category****:** Customer Service
**Requisition Number****:** DIREC002798
Showing 1 location
**Job Details**
**Description**
The Customer Service Director is a key operational leadership role responsible for the development, continuous improvement and delivery of a game changing customer service experience.
* Drive engagement with the team and ensure alignment with our OnePLZ focus
* Ensure standardization with new and developing PLZ wide Customer Service policies and procedures including order fulfillment, backorder management, EDI, job closeout, and dispute resolution
* Develop and drive improvements to Customer Service while ensuring that the processes lead to efficient and effective operations
* Act as the Voice of the Customer across all of Contract Packaging
* Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
* Define, negotiate and agree the effective utilization of resource in line with service specifications,
* Continually develop improvements and embed successful change projects.
* Drive quality and consistency
* Measure and improve extensive KPIs related to Customer Service, (ex: OTIF, First Contact Resolution, Productivity etc) and use the KPIs to manage and improve customer service.
* Collaborate cross-functionally (with Finance, Sales, Logistics, Scheduling, Operations, EHS, Project Management & Graphics teams) to influence improvements to ensure a best in class customer experience is given to all customers
* Develop on boarding, training, coaching and development program for the Customer Service for Contract Packaging but ensure there is alignment with all CS teams
* Effectively manage Customer escalation issues in a timely & professional manner. Execute Root Cause Analysis to identify the cause and put corrective actions in place
Qualifications:
* Minimum of 5 years of customer service or related experience, preferably in a manufacturing environment
* Minimum of 3 years in a leadership role
* Bachelors or higher degree preferred
* Working Knowledge in Windows, Excel, PowerPoint, Word, Outlook and other MS Office applications.
* Working Knowledge of SAP
* Excellent communication and negotiation skills.
* Able to adapt and succeed in a changing environment
* Ability to think OnePLZ
* Exceptional organization skills with the ability to manage and prioritize tasks
* Critical thinker with advanced problem-solving skills
* Results-oriented, data-driven mind-set, with the ability to make difficult decisions
* Outstanding time management skills with multi-tasking capabilities and impeccable attention to detail and accuracy
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
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