Director, Customer Ops

4 weeks ago

Warwick, United States CareerBuilder Full time

AR Conway, AR Harrison, KY Nicholasville, MO Joplin, NC Claremont, QC Sainte-Marie, QC Warwick, TN Lebanon
Employment Type
Date Posted
Relocation Support
Non
Description & Requirements

The Opportunity:
The Director of Customer Service - Food - has overall management responsibility for the customer service areas supporting the Food division of the Consumer packaging business.

The Director confers with the multiple stakeholders to assure service commitments are aligned with business plans and objectives. The primary focus for the Director of Customer Service (DCS) is to foster service levels standards that drive a competitive advantage through differentiated service for the customer.

The Director will use new business technologies, key metrics, and engagement to generate value and performance.
How you will impact WestRock:
The DCS provides management oversight for the activities of the Customer Service teams to ensure that the service strategies, customer needs and vision are coordinated and achieved.
Directs and coordinates customer service programs and activities. Explains customer service programs and how the use of programs can promote customer relations and sales.
Directs the activities and actions of managers to ensure customer service issues are handled swiftly and with urgency.
Works with the Supply Chain organization to ensure smooth operation and support optimization efforts.
Ensure processes exist to identify and elevate issues in a proactive fashion.
Responsible for the development and delivery of responsive service solutions, driving process and capability improvement.
The DCS must ensure that the customer service team is trained to provide exceptional customer service and to meet defined performance measures and maintains profitable relationships.
The DCS is responsible to link the activities of the global service organization with the commercial and service teams.
Build, coach and develop customer service organization management:

Define goals and objectives for customer service, establishes metrics, measure performance, take corrective action.
Develop customer service managers for advancement into expanded roles within the business.
Establish career paths and opportunities for growth for the customer service team

Lead the successful order fulfillment process for each consumer plant.
Support the organization in communicating service value propositions to all customers.
Actively guide the customer service organization in pursuing competitive intelligence
Ensures the team is a broker for the customer Voice of the Customer feedback is reviewed and integrated into the Customer Service strategies and goals.

What you need to Succeed:

Highly capable in each of the following dimensions (among others): flexibility, adaptability, accountability, curiosity, resourcefulness, analytical thinking/problem solving, proactivity, collaboration, and technological savvy.
Bachelors Degree in related field is strongly preferred.
7-10 years progressive Customer Service experience
Minimum of 5 years managerial experience
Understanding of change management principles; Acts as an agent for change and continuous improvement
Experience and demonstrated skills in working with customers is essential.
Good written, communication, and speaking skills.
Must be comfortable presenting to senior executives
Has the ability to participate on or lead project teams
Must be able to quickly summarize complex problems into effective solutions
Must be proficient at developing options, analyzing risks, and developing sensitivities and recommendations to complex business scenarios and situations
Excellent problem-solving skills and a demonstrated propensity toward teamwork.
Ability to think strategically and operate tactically.
Previous experience working in a highly matrixed environment is desirable.

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