Head of Customer Support Operations

2 weeks ago

Millersburg, Ohio, United States Overhead Door Full time
Job Overview

Overhead Door Corporation, a leading manufacturer and distributor in the garage door industry, is seeking a dynamic individual to fill the role of Director, Customer Service. This position offers a competitive salary along with a comprehensive benefits package that includes:
  • Paid Holidays and vacation time
  • Multiple medical plans with wellness incentives, dental and vision coverage, RX benefits, FSA, and HSA options
  • 401K with company match
  • Life and Supplemental Insurance
  • Short-term and Long-term disability coverage
  • Educational Assistance programs
  • Company-funded Profit Sharing
Key Responsibilities

  • Formulate and execute strategic plans for the customer service center, overseeing the implementation of new initiatives focused on personnel, performance, and technology enhancements.
  • Assess, develop, and implement processes aimed at boosting departmental productivity.
  • Create and execute a workforce plan that aligns with the customer service center's strategic objectives.
  • Manage the annual operating, capital, and staffing budget for the department.
  • Provide training and disseminate information regarding customer service policies and procedures.
  • Monitor departmental performance and conduct regular reviews to ensure compliance with company policies, customer expectations, and directives from senior management.
  • Collaborate with various departments such as Human Resources, Marketing, Sales, Purchasing, Finance, Engineering, and Distribution to ensure exceptional service delivery to our diverse customer base.
  • Coordinate interdepartmental efforts to address customer inquiries and issues promptly and professionally.
  • Encourage employee development to foster high morale and productivity through effective coaching, development opportunities, promotions, incentive programs, and clear communication.
  • Establish and nurture strong relationships with customers.
Required Qualifications

  • A minimum of 7 years of experience in customer service.
  • Proven expertise in customer service principles and practices.
  • Exceptional relationship-building and interpersonal skills.
  • Self-motivated with the ability to communicate insights, recommend solutions, and drive change.
  • A strong leader with excellent communication skills, capable of influencing individuals at all levels of the organization; persuasive and empathetic, with the ability to manage pressure and resolve conflicts.
  • Strong project management capabilities and a creative approach to problem-solving.
  • Proficient in computer applications, including MS Office and AS400 (JDE knowledge is a plus).
  • Experience supervising a team of at least 45 employees.
Educational Requirements

  • Bachelor's Degree is mandatory.

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