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DIrector of Customer Service
3 months ago
** DIrector of Customer Service**
** The Maven Group, LLC - Charlotte, NC**
Reporting into our VP Global Customer Service, this role is accountable for developing and advising a world-class customer care organization. Here, you will develop strategies, strategic goals, and programs to meet revenue targets and business unit goals while improving overall customer happiness.
The development, accountability, and execution of organizational and strategic planning-related initiatives in support of all business segments is a key responsibility of this position. We will look to you to establish customer priorities, provide input during sales contract negotiations regarding service & expedite related issues, and ensure compliance with related contractual requirements.
This role will be at the helm of crafting and implementing end-to-end customer-facing organization addressing pre-and post-sales support, pricing, quotes, customer order servicing from entry to shipment with single messaging, and consistent and repeatable business processes.
**Required Qualifications for Consideration:**
* A completed Bachelors Degree with 10+ years of related experience.
* 3+ years of customer service leadership experience with a dedication to building and leading successful teams.
* 2+ years of experience working with SAP.
* A proven ability to consistently identify, attract and develop A level talent. Able to attract key individuals.
* Ability to build and run a well-oiled customer service organization while implementing a detailed, measurable and repeatable process.
* Proven experience handling conflict in a respectful, optimistic way.
* Well-founded cultural sensitivity with the ability to maintain relationships globally.
* Outstanding interpersonal skills - verbal and written able to capture relevant information and optimally document and articulate findings to senior leadership.
* Experience supporting/managing/working in a global, matrixed environment.
**Position Contact**
** Nanci Cronk**
**Senior Partner** Nanci has 21 years of Technical Recruiting experience with a specialty in recruiting for Engineering skillsets (Electrical, Mechanical, etc); Software Engineering (mobile, enterprise apps, web and embedded); SAP MM/SD, FICO, PP/PI and other modules; INFOSEC/Cybersecurity and general IT. Nanci's goal is to provide only the highest levels of service to clients and candidates who value ethics and quality in the workplace.
