Vice President of Customer Service

4 weeks ago

Chicago, United States Fort Dearborn Full time

**Description** **Build your Career with an Industry Leader** Multi-Color Corporation and Fort Dearborn have merged and are now the worlds largest prime label and packaging supplier. Join the new MCC and you will have the opportunity to become part of an organization that is committed to excellence and industry leadership for over 110 years. The Vice President of Customer Service will lead Multi-Colors Customer Service Center of Excellence and will be responsible for implementing transformative change across multiple business units in North America. The successful incumbent will oversee strategy, planning and execution of work that increases customer satisfaction and reduces attrition. The successful candidate will be responsible for building an organization to manage customer relationships, deliver customer outcomes, and grow revenue by implementing new technologies to automate processes, create efficiencies, and drive solutions that resolve pain points and deliver customer satisfaction. This position is best suited for someone seeking to directly influence and improve the customer experience; who is willing to be the voice of the customer; and can successfully work across numerous field locations and functional groups to achieve results. The incumbent should be highly organized and comfortable working through ambiguity and change. This person will also work with technology teams to support functional changes and will benefit from having the ability to bridge gaps between business needs and technical requirements. *****Vice President Customer Service Essential Duties and Responsibilities*** *:*** *Customer Experience:* *

Develop tools and processes to ensure a smooth multi-location service standard is achieved while leading a team of distributed employees in facilities across the US. *

Set up end-to-end processes and systems to measure and analyze feedback and draw insights to identify customer experience gaps and opportunities. *

Make customer feedback actionable, by setting up a process to address issues in real-time as well as owning and leading the implementation of key cross-functional strategic

initiatives to address those gaps. *

Identify opportunities to reduce operational costs while improving service. *

Drive monthly, quarterly, and annual execution of KPIs and operating plans. *

Develop effective customer success programs to ensure successful on-boarding, adoption, retention, renewal, and expansion for our customers. *

Define and drive the ideal customer experience alongside senior leadership and cross functional collaboration across departments. *

Build a proactive, ROI-focused organization driving high retention rates while influencing cross-sell and up-sell opportunities. *

Increase overall customer lifetime value through higher product adoption, customer satisfaction and overall health scores. *

Cast a strong vision and market ideas effectively to internal teams & senior leadership team members. *Talent Management:* *

Build and retain a world-class team of customer service professionals. *

Inspire, encourage, enable, and develop high performers, while building a culture of predictability, accountability, and consistency. *

Responsible to develop talent, review organizational effectiveness, performing competence assessments and continuous skill-upgrades. *

Provide performance management for staff to assure performance assessment, ongoing substantive development plans and acquisition of A level talent. *

Maintains professional and technical knowledge by attending educational workshops; achieving certifications, establishing personal networks; participating in professional societies. *****Customer Service Leader Minimum Qualifications - Education, Experience, Knowledge and Skills:***** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Below are the minimum requirements of the education, experience, knowledge, and skills required to competently perform in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. *

Bachelor's degree in business administration, marketing, or similar field of study, or equivalent work experience; MBA or similar post-graduate degree preferred. *

Requires 10+ years of progressive business leadership experience. *

Excellent verbal and written communication skills. *

Ability to inspire and lead a team. *

Build effective relationships with partners and customers. *

Experience in working with [ERP System or Salesforce] integrating Customer Management teams post acquisition. *

Built, scaled, and led a Customer Success and Support functions *

Track record of successful leadership to drive results, and proactively manage change in a highly matrixed and virtual team, with the ability to develop strategies and initiatives that continually improve. *

Exceptional critical thinking skills, problem-solving ability, and practical experience in delivering complex solutions in a fast-moving, hyper-growth environment. *

Exhibits a personal reputation for impeccable integrity, above reproach ethics, and a positive attitude. *

Demonstrates an organized and thorough approach to work; able to work effectively under pressure and handle a heavy workload. *

Proven ability to work with diverse stakeholders, manage competing agendas and priorities, and translate complex **Other considerations:** * MCC offers a competitive wage and generous benefits package including medical, dental, vision, disability, life insurance and 401(k). MCC welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. MCC is an equal opportunity employer. #IND2

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