Director of Customer Service

3 weeks ago

Deerfield, United States Justrite Full time

** Director of Customer Service**

**Job Category****:** Sales **Requisition Number****:** DIREC002000 Showing 1 location **Job Details**

**Description**

Justrite **Safety Group** is a growing family of industrial safety companies. Together we protect workers, workplaces and the environment with a comprehensive range of industrial safety solutions. All Justrite Safety Group portfolio companies are united by deep safety knowledge, long experience, and a commitment to protecting people, property, and the planet.

We are looking for a seasoned Customer Service Executive to join our team to build out our combined Customer Service capabilities. The ideal location would have this candidate residing near or in Chicago, IL; Mattoon, IL; Brooksville, FL; N. Smithfield, RI.

Reporting directly to the EVP of Sales, the **Director of Customer Service** is a key member of the Sales Leadership Team. He/she is responsible for the direction and management of all Customer Service functions across our Industrial Distribution business. This includes teams located in 5 different sites across the country. He/she will be responsible for leading and directing a team of customer service leaders to improve our systems and processes surrounding our customer touches. A successful candidate will have a history of demonstrated strength in Multi-site customer service leadership, team leadership, process deployment, leveraging technology in Customer Service, CRM architecture and process improvement.

The **Director of Customer Service** provides overall direction and guidance for all customer service systems, processes, and workflows. This will include building and managing a growing customer service team; designing and optimizing customer service process workflows; designing and implementing programs to optimize customer service efficiencies; and manage CRM workflow buildout.

The **Director of Customer Service** will demonstrate superior leadership skills, work well with a team, work with all levels of management, and have the ability to work independently with little or no supervision. The Dir of Customer Service must have superior decision-making skills, problem-solving skills, and conflict-management abilities. He/she must have a have deep experience in CRM, reporting, process improvement, and be able to design programs that will drive success through distribution.

**Responsibilities**

* Lead multi-site customer service organization, including day to day leadership, talent management, and staffing.

* Support the Customer Service, Operations and Sales organizations by providing process improvement, measurement, tracking and analytics of CS relevant to their functional areas

* Partner with Sales and Marketing departments to refine CS processes, build and deliver analysis and reports on CS performance with reporting and dashboards

* Own customer service process refinement, reporting, and administration

* Drive increased productivity by leading process installation and refinement

* Create monthly content for executive presentations and board reporting

* Track and analyze key CS metrics for use in internal and external review processes

* Own the end-to-end process of tracking the customer service metrics and delivering regular insights to the business; define and deliver techniques to improve customer service performance for sales management.

* Assist with on-boarding and training new talent

* Maintain regular check-ins with Sales Managers/Enterprise Sales Representatives and others who contribute to distributor relationships.

**Qualifications**

* Bachelors or masters degree in a related field of

* >7 years proven success in Customer Service leadership

* Excellent growth performance track record and employee management skills

* Experience building process, programs, and enablement plans

* Deep customer service process knowledge and history of successful installation of process

* Background in a fast paced, B2B technology sales environment is a must

* History of distribution-based customer service excellence

* Experience in implementing and managing a metrics-based CS organization

* Ability to develop and maintain strong working relationships with all levels of staff, customers, and partners

* Strong administrative, management and personnel recruitment and retainment skills

* Demonstrated comfort making decisions in a fast-paced environment

* Able and willing to travel at 50% or greater

**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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