Director, Customer Service

4 weeks ago

Garner, United States CareerBuilder Full time

Overview:
Are you looking to take your career to the next level? Joining the Stellar team means you can take ownership of your future. We are a people-focused company that values our employees and offers all the benefits of being a market leader. As an employee owner on our team, you will have opportunities for personal and professional growth, as well as the chance to contribute to our ongoing success & rapid growth.

Stellar was founded in 1990 in Garner, Iowa, and has since expanded operations to multiple U.S. locations. Stellar is a 100% employee-owned and operated manufacturer of high-quality work trucks and trailers, as well as service truck and van accessories. Through an innovative, growing product line and an expanding distribution network, Stellar has gained an international presence and become the No. 1 productivity choice in many markets.

Our commitment to building the best equipment requires the best people. If you are passionate about creating quality products in a positive, friendly teamwork atmosphere, we want to hear from you Apply today and take the first step towards an exciting and rewarding career with Stellar Industries.

Responsibilities:
The Director of Customer Service is responsible for leading and scaling the customer service team in providing best in class customer service and resolution.

The director is responsible for the productivity, effectiveness, and scalability of our customer service efforts while leading a team of technical customer service agents. In addition to leading the team, this individual may also work with high value or complex customer interactions with intent to provide satisfactory resolutions for both customers and Stellar.

In addition, this role will lead the assembly training team and external training program to provide top notch training to internal employees and external customers.
Essential Duties and Responsibilities include the following, other duties may be assigned:

Achieves customer service objectives by contributing customer service information and recommendations to operating plans and reviews; preparing and completing action plans; implementing, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Work and influence cross-functionally across the business to Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; benchmarking best practices; analyzing information and applications.
Recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and developing employees who are highly customer service oriented.
Maximizes customer operational performance by managing help desk resources and technical advice; work with the sales team to resolve customer problems; spearheads creation and distribution of technical bulletins and memos to customer base..
Work closely with the Quality and Engineering teams to provide customer feedback from the field to help drive quality and product improvement.
Work with the supply chain and production teams to use past information to provide manufacturing forecasts and set stocking levels on service parts.
Strategize and implement measures to grow and achieve service part sales goals.
Oversee the external training program aimed at improving customer product knowledge. This includes assisting the Training Supervisor to plan customer training sessions, allocate resources and audit documentation.
Assist the Training Supervisor in managing the Internal Assembly Training (IAT) department focusing on the onboarding and training of assembly personnel.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Other Duties
Audit the achievement and maintenance of agreed customer service levels and standards.
Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
Ensure the necessary resources and tools are available for quality customer service delivery.
Review customer complaints.
Track customer complaint resolution through case management and CRM.
Handle complex and escalated customer service issues.
Monitor accuracy of reporting and data base information.
Analyze relevant data to determine customer service outputs.
Identify and implement strategies to improve quality of service, productivity and profitability.
Liaise with company management to support and implement growth strategies.
Project management of customer service projects and initiatives.
Ensure budget requirements are met.
Occasional travel (approximately 6-8 times per year) to customer locations, training conferences or tradeshows.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience
High School Degree or GED required.
BA or BS degree from an accredited four-year college or university; or three to six years related experience and/or training; or equivalent combination of education and experience.
Five or more years of experience in a customer-facing, account management, or strategic consulting role is preferred.
Ability to read/understand technical documents, blueprints and operation manuals or the aptitude to learn.
Ability to interface with all required levels of customer and internal leadership.
Ability to prioritize and multitask while maintaining poise under pressure.
Ability to develop work standards that are clear, concise and understandable.
Ability to read and understand professional publications.
Ability to read and understand company policies and procedures.
Articulate and soothing conversation skills.

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