Customer Service Director

1 month ago

Dallas, United States Bunzl Distribution USA Full time

** Customer Service Director**

**Job Category****:** Telesales & Customer Service **Requisition Number****:** USA19010240 Showing 1 location **Job Details**

**Description**

The Customer Service Director will show accountability and ownership of the day-to-day management of the Customer Service team for a Market. The CSD will provide leadership and direction to the Customer Service Managers and Representatives to ensure that an excellent standard of service is provided to all internal and external customers.

At Bunzl, we know that our employees are our number one asset. We seek to recruit and retain the right people who are passionate about our business and we provide opportunities for our employees so that they may progress within our company based on their talents, experiences, and their aptitude.

***Responsibilities:***

* Accountability and ownership of the day-to-day management of the CS department for the Market.

* Leader of Markets daily Customer Service transactions and order flow.

* Demonstrate remote leadership competency and motivate/engage employees via in person, telephone, and technology methods.

* Maintain consistent presence throughout market.

* Provide leadership and direction to the Leads and CSRs to provide an excellent standard of service and demonstrating our value to all customers.

* Ensure superior training and development and hire top talent to improve the organization.

* Drive the overall performance of staff to ensure compliance with policies, practices and approved customer service processes as directed by Market leader.

* Effectively manage escalated customer interaction on customer problems, concerns, and complaints.

* Evaluate CS metrics and implement people improvement plans to drive results at or above expectations.

* Partner with Market leadership team to lead the business to achieve sales, profitability and working capital goals.

* Collaborate with the team to implement solutions-based strategies and consistency throughout the market.

* Focus on consistency for the customer service function throughout the market.

* Other duties as assigned

***Requirements:***

* High School diploma or equivalent, Bachelor's degree preferred

* 5+ years of experience in customer service leadership role or relevant business experience is required

* Experience in a call center and/or distribution environment highly preferred

* Must possess executive level communication skills with proficient PC skills to include Microsoft Office

* Must possess strong planning, organizational and time management skills, as well as strong problem solving skills

* Must be team oriented, dependable and a strong leader

* Must be able to multi-task with the ability to change direction quickly and often

* Requires travel throughout the market. Expected to be in each market location at least once monthly

Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to sales in excess of $10 billion. Bunzl North America is headquartered in St. Louis, Missouri. Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.

*Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company* *match.*

*Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.*

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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