Customer Service Director

4 weeks ago


Richmond, Virginia, United States Westrock Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Director to join our team at Westrock. As a key member of our organization, you will play a critical role in defining and executing our customer service strategy, driving business growth, and ensuring exceptional customer experiences.

Key Responsibilities
  • Develop and Implement Customer Service Strategy: Collaborate with cross-functional teams to design and execute a comprehensive customer service strategy that aligns with our business objectives.
  • Lead Customer Service Teams: Manage and motivate a team of customer service representatives, providing coaching, guidance, and support to ensure they have the skills and resources needed to deliver exceptional customer experiences.
  • Drive Business Growth: Analyze customer data and market trends to identify opportunities for growth and develop strategies to capture new business and expand existing relationships.
  • Improve Operational Efficiency: Partner with production, shipping, and maintenance teams to optimize functional efficiencies, reduce costs, and improve overall productivity.
  • Resolve Customer Issues: Serve as an escalated point of contact for customer issues, working closely with customer service representatives to resolve problems and ensure customer satisfaction.
  • Participate in Strategic Initiatives: Collaborate with cross-functional teams to develop and implement strategic initiatives that drive business growth, improve operational efficiency, and enhance customer experiences.
Requirements
  • 5+ Years of Customer Service Experience: Proven track record of delivering exceptional customer experiences and driving business growth in a customer-facing role.
  • Manufacturing Industry Experience: Previous experience working in the manufacturing industry, with a strong understanding of corrugated and packing sales.
  • Strong Communication and Interpersonal Skills: Ability to communicate effectively with internal and external stakeholders, build strong relationships, and negotiate solutions.
  • Coaching and Development Skills: Proven ability to coach and develop customer service representatives, providing guidance and support to enhance their performance and career growth.
  • Business Acumen: Strong understanding of business operations, including finance, sales, and marketing.
What We Offer
  • Comprehensive Training and Development Opportunities: Access to training programs, workshops, and conferences to enhance your skills and knowledge.
  • Attractive Salary and Benefits Package: Competitive salary, medical, dental, vision, life insurance, 401k with match, and other benefits.
  • Collaborative and Dynamic Work Environment: Opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.


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