Director of Customer Service
4 weeks ago
** Director of Customer Service**
**Job Category****:** Telesales & Customer Service
**Requisition Number****:** USA19010275
Showing 1 location
**Job Details**
**Description**
John Tillman is looking for a Director of Customer Service for our California Corporate Office who will demonstrate accountability and ownership of the day-to-day management of Customer Service and Order Entry. This role will provide leadership and direction to the team to ensure that an excellent standard of service is provided to all internal and external customers.
**John Tillman a Bunzl company** was founded in 1928 and is the leading manufacturer and supplier of welding protective products in the United States. Tillman supplies products to over 2,000 distributors nationwide from its three regional warehouses in Compton, CA, Hobart, IN, and Lithia Springs, GA. The company enjoys the reputation of offering the industry's highest quality products in the welding protection category and like our tagline says, Tillman is "THE BRAND PROS DEMAND".
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 Customer Service and Order Entry department.
* Lead the scheduling or orders driving effective shipping and production.
* Provide oversight to master data ensuring accuracy and consistency across products, customers, and vendors.
* Demonstrate leadership competency and motivate/engage employees through training, skill set development and team building.
* Provide leadership and direction to the CSRs to provide an excellent standard of service and demonstrating our value to all customers.
* Responsible for recruiting and hiring top talent to improve the organization.
* Drive the overall performance of staff to ensure compliance with policies, practices and approved customer service processes.
* Effectively manage escalated customer interaction on customer problems, concerns, and complaints.
* Evaluate CS metrics and implement improvement plans to drive results at or above expectations.
* Partner with cross functional teams to lead the business to achieve sales, profitability and working capital goals.
* Collaborate with the team to implement solutions-based strategies and consistency.
* Lead the ERP implementation for customer service developing new process, procedures and training.
* Other duties as assigned
***Requirements:***
* Bachelors Degree in Business or related field required
* 7+ years of experience in a customer service leadership role or relevant business experience is required
* Experience in a manufacturing/distribution environment highly preferred
* Must possess executive level communication skills
* Very proficient PC skills to include Microsoft Office products with emphasis on Excel.
* ERP Systems knowledge
Sage XP a plus.
* Must possess strong planning, organizational and time management skills, as well as strong problem-solving skills
* Ability to manage projects with time-based goals required
* Must be team oriented, dependable and a strong leader
* Able to multi-task with the ability to change direction quickly and often
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 $12 billion. Bunzl North America is headquartered in St. Louis, Missouri.
*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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