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Director, Customer Service
3 months ago
Responsibilities:
Primary accountability is to direct & lead the Customer Service team in support of the company’s strategies, initiatives, and operations for Culligan International. Focus is on initiating, developing, & implementing customer relationship management to drive sales, marketing goals and objectives. Works in partnership with Key Departments to drive improvements to develop service technology across OTC stakeholders. This role includes oversight of all functional teams, Customer Service, National Accounts, Office of the President, Customer Relations, and International.
Specific Job Function:
Ensures that the customer service function provides quality, timely and cost-effective service in support of Culligan’s customer strategies and the Company’s goals and objectives.
Provides leadership in the development of standard operating procedures that meet customer service needs, quality, productivity, service, and technology growth.
Develop and implement technology systems that drive efficiencies, process, & performance improvements across SAP O.T.C, Dealer Portal Systems, & Sales Force.
Lead Special Projects as required.
Identify resolutions with CPort Dealer Portal as Stakeholder to monitor continued development.
Continually developing improvements with embed change projects to adapt to innovative technology.
Cultivate collaborative relationships among key departments to find solutions.
Proactively monitor new software, tools, communications, technical designs, & methodologies to meet the company’s customer strategies. Focus on technology solutions & improvements.
Drive complaint resolution process & strategies across broader team to highlight improvement opportunities within the dealerships network.
Participate in new product launches, as it relates to customer service and consumer affairs.
Drive & develop troubleshooting resolutions for consumer affairs complaint system. Function as a third party to assist problem resolution by providing a sympathetic contact point. Share end-user issues with field sales and service associates to stimulate customer satisfaction.
Administer training curriculum to the Customer Service Department, coordinated with technology changes.
Ensures that each unit of the department effectively and efficiently utilizes both capital and human resources to drive performance standards, including coaching and continuous performance discussions along with growth in our technology.
Job Requirements:
Bachelor’s degree in business related field or equivalent work experience.
15 + years of customer service leadership/management, Call Center & large ERP systems.
Experience with inventory control, communication, telephony, and portal systems.
Experience assistance w/ implementing and developing innovative technology.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies in this position.
Resourcefulness Customer Focus Collaborator
Passion Integrity Judgment/Decision Making
Communication Assertiveness Performance Management
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