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Customer Service Director

2 months ago

St Louis, Missouri, United States Duke Manufacturing Full time
About the Role

Duke Manufacturing, a leading global food service equipment company, is seeking a highly skilled Customer Service Manager to oversee the daily operations of our customer service teams. As a key member of our organization, you will be responsible for ensuring the highest level of customer satisfaction, managing the performance of customer service team members, and implementing strategies to enhance operational efficiency.

Key Responsibilities
  • Operational Management:
    • Oversee the daily operations of the customer service team, ensuring smooth and efficient service delivery.
    • Develop and implement operational procedures and policies to enhance service delivery and operational efficiency.
    • Ensure compliance with company policies, industry regulations, and quality standards.
  • Team Leadership:
    • Recruit, train, and manage team members, providing ongoing coaching and development.
    • Conduct regular performance evaluations and provide feedback to enhance team performance.
    • Foster a positive and motivating work environment, promoting teamwork and high morale.
  • Customer Support:
    • Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
    • Implement strategies to improve customer satisfaction and loyalty.
  • Reporting and Analysis:
    • Prepare and present regular reports on call center performance, including key metrics and improvement initiatives.
    • Use data analytics to identify opportunities for process improvement and cost reduction.
    • Provide feedback/input to the QAB process around equipment performance gaps.
  • Technology and Innovation:
    • Evaluate and implement customer service technologies and tools to improve efficiency and customer experience.
    • Stay updated on industry trends and best practices, integrating new approaches to enhance customer service operations.
Requirements
  • Bachelor's degree in Business Administration, Communications, or a related field.
  • Proven experience as a Customer Service Manager, Call Center Manager, or similar leadership role.
  • Strong understanding of customer service operations, metrics, and technologies.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to analyze data, develop insights, and implement actionable improvements.
  • Customer-focused mindset with a commitment to delivering exceptional service.
  • Proficiency in customer service software and CRM systems.
  • Ability to handle high-pressure situations and resolve conflicts effectively.
  • Experience working in a manufacturing industry is a plus.