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Customer Service Director

2 months ago

Tulsa, Oklahoma, United States Medco Tool Full time

**Job Summary**

Medco Tool is seeking a highly skilled and experienced Customer Care Manager to lead our customer service team. As a key member of our operations team, you will be responsible for driving best-in-class performance across all key performance indicators, including customer satisfaction, sales, operational efficiency, service levels, first contact resolution, employee satisfaction, customer efforts, and quality.

**Key Responsibilities**

  • Provide leadership and direction to a multi-functioned call center operation, focusing on driving operational effectiveness and building a strong, team-oriented environment.
  • Develop and implement strategies to improve customer experience, drive sales, and increase operational efficiency.
  • Oversee the development and use of scorecards and metrics to drive prioritization of investment and increased performance levels.
  • Lead a team responsible for order entry, credit card processing, answering customer questions, resolving customer issues, entering returns and credits, and upselling and cross-selling product lines.
  • Supervise and coordinate activities for the Customer Care Team on a daily basis, ensuring a consistent and orderly work environment.
  • Utilize continuous improvement practices to improve quality of service and work process efficiencies.
  • Regularly review goals, performance metrics, and cost vs. budget.
  • Respond to sensitive and escalated issues from internal/external customers at all levels.
  • Train, coach, and develop subordinate team members.
  • Create an environment that drives customer delight while maintaining cost requirements.
  • Manage people, processes, budgets, performance management, compliance activities, and associate development as required by the job.
  • Understand and demonstrate Medco Tool's Core Values.

**Requirements**

  • Excellent communication skills, including verbal and written.
  • Strong interpersonal and relationship-building skills.
  • Solid knowledge of customer service and call center processes.
  • Ability to build, train, and motivate a strong workforce.
  • Strong continuous improvement orientation.
  • Intermediate skills with Microsoft Office (Word, Excel, PowerPoint, Access, Outlook).
  • Solid leadership skills.
  • Bachelor's degree in Business, Management, or a related discipline required.
  • MBA or an advanced degree preferred.
  • Minimum 5 years supervisory experience, preferably in a call center environment.
  • Experience managing at least 50 people.