Director, Customer Service Operations, North America

2 weeks ago


Bothell, United States Terex Full time
Job Description:

Title: Director, Customer Service Operations, North America

Reports to: Global VP Sales Transformation & Operations

Location: Bothell, WA

Travel: Up to 20% (domestic and international)

About the Position

The Director, Customer Service Operations plays a pivotal role within our Global Customer Experience team, providing essential leadership and management support. The primary focus is on overseeing the Customer Service department, with specific attention to managing the order entry and order management for our North American Strategic & Independent customers in addition to intercompany order management to support meeting customer demand. This role encompasses managing customers' inquiry, overseeing case management using Salesforce, and ensuring top-notch customer service at all touchpoints for both the Machine & Parts business in North America. The Director, Customer Service Operations, is responsible for implementing cost-effective strategies and operational efficiencies to boost productivity, enhance responsiveness, and elevate the overall customer experience.

Responsibilities

Team Leadership and Management:
  • Lead, coach, and mentor the customer service/inside sales teams to ensure optimal performance and customer satisfaction ensuring compliant business practices that adhere to our trade and tax policies.
  • Establish clear performance objectives and provide regular feedback to team members.
  • Develop & embed a talent development plan to ensure succession planning across functional teams.
  • Cultivate a culture of continuous improvement and excellence in customer service.
  • Ensure compliance to the Genie policies, procedures, work instructions, along with all OH&S procedures and policies, and compliance to the Terex Code of Ethics policy. Maintains corporate and legislative compliance, preventing potential exposure through any non-compliance activity.
  • Advocate on behalf of the customer, ensuring customer driven business practices that keep customer experience and ease of doing business as the guiding key requirement.
  • Support the implementation of the Genie strategy and development of a customer experience roadmap for the Customer Service & Sales Operations Team.
Operational Oversight:
  • Monitor the day-to-day operations of the Customer Service department, including call center activities, case management, and order processing (external and intercompany).
  • Develop and implement efficient processes and procedures to enhance operational efficiency and elevate the customer experience.
  • Monitor key performance metrics and implement corrective actions as necessary to meet service level targets.
  • Evaluate and assign resources as needed to support business growth strategy, peaks in seasonal customer activity, targeted sales campaigns and initiatives.
Order Management:
  • Manage the customer service teams responsible for accurately entering customer orders, inquiries, and returns.
  • Ensure timely and accurate responses to inquiry requests, surpassing customer expectations.
  • Collaborate with other departments to address issues and streamline processes.
  • Support intercompany purchase orders, receipts and commercial invoice creation.
  • Coordinate with supporting teams such as Global Business Services (GBS), Terex Financial Services (TFS), Materials, Logistics, Pricing, Product Management (Machines & Parts) and Engineering to resolve order inquiries and streamline order fulfillment processes.
  • Support and alignment with the Sales Organization and a customer or Account level is critical.
Case Management (Salesforce):
  • Utilize Salesforce for effective management of customer cases, inquiries, and escalations.
  • Ensure prompt resolution of customer issues and inquiries, maintaining high levels of customer satisfaction.
  • Analyze case data to identify trends, root causes, and opportunities for process enhancement.
Required Qualifications
  • Bachelor's Degree from an accredited institution in Business, Marketing, Communication, or Industrial Engineering or equivalent experience
  • A minimum of 5 years' experience in Customer Service, Sales, Marketing, Communications, Service, or a related field.
  • Proficiency in Salesforce or similar CRM systems for case management and Oracle or other ERP system for order management
  • English language fluency
Skills and Competencies
  • Demonstrated leadership skills with the ability to build, manage, motivate and engage a diverse, high performing team.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, senior leaders and external stakeholders.
  • Customer-centric mindset, championing the needs and interests of customers both internal and external.
  • Commercially focused, knowledge of business financials, business principles and business processes with ability to interpret financial data, KPIs to drive decision making.
  • First class presentation skills with the ability to present clear and concise information.
  • Analytical and problem-solving skills with a focus on continuous improvement.
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
  • Comfort with ambiguity and uncertainty.
  • Flexibility adapting to changing circumstances, customer needs, and business goals.
Salary Range
  • The salary range for this position is 178K- 195K USD. The salary range may be higher or lower depending on the applicant's location. In addition to base salary, this position is eligible for a performance bonus. All eligible Team Members will be offered health insurance (medical, dental, vision, Rx), life insurance, accidental death & dismemberment (AD&D), short-term and long-term disability, extended leave options, paid time off, company holidays, 401k matching, employee stock purchase plan, legal assistance, wellness programs, tuition reimbursement and discount programs.


If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.

Terex Overview:

At Terex, we fully embrace the increasingly diverse world around us and strive to create an empowering and welcoming workplace culture. We are a $4.0 billion publicly traded global manufacturer of materials processing and aerial work platform products and services. We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact.

While our operations are global, each office or factory is a close-knit community. We value diversity, equity and inclusion, safety, integrity, respect, servant leadership, courage, citizenship, and continuous improvement. It's an exciting time to be part of the expanding manufacturing sector - come join us

Additional Information:

We see inclusion as a key to our success and are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions, ensuring equity within our workplace. As an Equal Opportunity Employer, employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the Recruiting department (person or department) at Globaltalentacquisitions@terex.com

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.

Terex Corporation is an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V.

  • Bothell, Washington, United States Terex Full time

    Job Summary: We are seeking a highly skilled and experienced Director, Customer Service Operations to lead our North America Customer Service team. The successful candidate will be responsible for overseeing the day-to-day operations of the Customer Service department, including call center activities, case management, and order processing. Key...

  • Packaging Engineer

    3 weeks ago


    Bothell, Washington, United States Philips North America Full time

    Packaging Engineer Job DescriptionAt Philips North America, we are seeking a skilled Packaging Engineer to join our team. As a Packaging Engineer, you will be responsible for managing packaging execution projects with internal marketing, Philips Platform Team, purchasing, System Engineer/Quality, and suppliers. Your primary goal will be to prioritize...

  • Packaging Engineer

    4 weeks ago


    Bothell, Washington, United States Philips North America Full time

    About the RoleWe are seeking a highly skilled Packaging Engineer to join our team at Philips North America. As a key member of our packaging team, you will be responsible for developing and implementing innovative packaging solutions that meet our customers' needs.Key ResponsibilitiesDevelop structural packaging concepts that meet Philips' requirements for...


  • Bothell, Washington, United States Bridgestone Americas Full time

    Company OverviewBridgestone Americas is a leading tire and automotive services company with a strong presence in North America. Our company operates over 2,200 stores across the continent, including Firestone Complete Auto Care, Tires Plus, and Wheel Works locations. With a revenue of over $3 billion in tire and auto service sales, Bridgestone Americas is a...


  • Bothell, United States Bridgestone Americas Full time

    Company OverviewBridgestone Retail Operations (BSRO) is part of Bridgestone Americas and employs over 22,000 teammates in North America. BSRO operates more than 2,200 company-owned stores, including Firestone Complete Auto Care, Tires Plus and Wheel Works locations. With locations across North America and more than $3 billion in tire and auto service sales,...


  • Bothell, Washington, United States ESFM Full time

    Job Title: Director of Unit OperationsESFM is a leading provider of integrated facilities management (IFM) solutions, delivering innovative and sustainable environments for clients across various industries.The Director of Unit Operations will be responsible for planning, organizing, and controlling the functions and activities of the department, ensuring...


  • Bothell, Washington, United States Manpower Inc Full time

    Job SummaryWe are seeking a highly motivated and detail-oriented Customer Service Representative to join our team. As a key member of our customer support team, you will be responsible for providing exceptional service to our clients, ensuring timely and accurate processing of customer purchase orders, and managing spares and service parts ordering.Key...


  • Bothell, Washington, United States Manpower Inc Full time

    Job Title: Customer Service RepresentativeJob Summary: We are seeking a highly motivated and detail-oriented Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for receiving, reviewing, and processing customer purchase orders, as well as managing spares and service parts ordering.Key...


  • Bothell, Washington, United States Immunome Full time

    Job Title: Director of Quality OperationsImmunome is a clinical-stage targeted oncology company committed to developing innovative therapies for cancer patients. We are advancing a portfolio of therapeutics, drawing on leadership that previously played key roles in the design, development, and commercialization of targeted cancer therapies.Job SummaryThe...


  • Bothell, United States Immunome Full time

    Company Overview Immunome is a clinical-stage targeted oncology company committed to developing first- and best-in-class targeted therapies designed to improve outcomes for cancer patients. We are advancing an innovative portfolio of therapeutics, drawing on leadership that previously played key roles in the design, development, and commercialization of...


  • Bothell, United States Immunome Full time

    Company Overview Immunome is a clinical-stage targeted oncology company committed to developing first- and best-in-class targeted therapies designed to improve outcomes for cancer patients. We are advancing an innovative portfolio of therapeutics, drawing on leadership that previously played key roles in the design, development, and commercialization of...


  • Bothell, Washington, United States Seattle Children's Full time

    As a key member of our team at Seattle Children's, you will play a vital role in providing exceptional customer service to our patients and families. Your primary responsibility will be to monitor and process customer service requests for formula, medications, equipment, and/or supplies, ensuring timely and accurate delivery of services. You will work...


  • Bothell, WA , USA, United States Cognizant North America Full time

    Cognizant North America Job OpportunityCognizant is a leading IT consulting firm that leverages modern technologies to enhance business operations. We are seeking a skilled MAPPING ESCALATION SPECIALIST to join our team.Job SummaryThe Mapping Escalation Specialist will be responsible for handling high-priority and sensitive issues related to mapping...

  • Customer Service Rep

    4 weeks ago


    Bothell, United States Manpower Inc Full time

    Our client in Bothell, WA is looking for hardworking, motivated Customer Service Rep. Job Title: Customer Service Rep Location: Bothell, WA Pay Range: $24 hourly What's the Job? Receive, review and process customer purchase orders via manual entry into PAC ERP system, EDI transmissions, and/or customer-owned systems/ supplier portals. Enter PGA...


  • Bothell, Washington, United States Caliber Sourcing Full time

    Job Title: Associate Director, Operational ExcellenceAbout the Role: We are seeking a highly skilled and experienced Associate Director, Operational Excellence to join our team. As a key member of our organization, you will be responsible for driving the development and implementation of a world-class continuous improvement program. This will involve...


  • Bothell, United States Redwood Family Care Network Full time

    Job DescriptionJob DescriptionJOB TITLE: Financial Services DirectorLocation: Everett, WA          CLASSIFICATION: Salary       DAYS/HOURS: M-F 8:00 -5:00pm Salary: $85,000 - $95,000  Are you looking for a career opportunity or change? Do you enjoy making a positive, long-lasting impact in people’s lives? If you said YES, then you may be who we...


  • Bothell, United States Providence Careers Full time

    Description THE ROLE The Senior Director provides vision and leadership throughout the North Puget Sound Service Area for continuous improvement of clinical and service quality outcomes; designs, implements and maintains systems ensuring integration of quality support across the Service Area leading to improved health outcomes; integrates...


  • Bothell, United States Experis Full time

    Office / Operations Admin (Multiple position) Bothell WA 3+ month contract with high potential for extension and can convert to permanent. Pay range: $23 - $26/hr on W2. Our Fortune 500 client (One of the world's largest Electronic Manufacturing companies) in Bothell WA is looking for hardworking, motivated talent to join their innovative team. Are you an...


  • Bothell, Washington, United States MatchPoint Full time

    Job Title: Director of Privileged Access ServicesJob Summary:We are seeking a highly experienced Director of Privileged Access Services to lead our PAM strategy, roadmap, and operations. As a key member of our team, you will be responsible for innovating and implementing solutions to manage and secure privileged accounts across various environments.Key...


  • Bothell, United States Evergreen Academy Full time

    Lead Enrollment Director Evergreen Academy (#1501), 16017 118th Place NE, Bothell, Washington, United States of America ● Seattle, WA, USA Req #8434 ...