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Customer Service Director
2 months ago
As a Customer Service Manager at Aspire Bakeries, you will be responsible for leading a team of customer service professionals to deliver exceptional service to our customers. Your primary goal will be to ensure that our customers receive the highest level of service, resulting in increased customer satisfaction and loyalty.
Key Responsibilities:- Customer Service Strategy: Develop and implement a customer service strategy that aligns with the company's overall business objectives.
- Team Management: Lead and manage a team of customer service representatives to ensure that they have the necessary skills and knowledge to provide exceptional service to our customers.
- Customer Escalations: Review and approve customer escalations, ensuring that the most cost-effective resolution is implemented while addressing the underlying cause.
- Training and Development: Develop and implement training programs to ensure that customer service representatives have the necessary skills and knowledge to provide exceptional service.
- Customer Relationships: Develop and maintain relationships with key customer contacts and internal sales management to ensure that we understand our customers' business needs and goals.
- Order Management: Manage the order process for assigned customers, ensuring that orders are received, entered, confirmed, and shipped in a timely manner.
- Inventory and Transportation: Work closely with transportation and warehousing to proactively address customer shortages, delivery issues, and OS&D resolution.
- Seasonality and Volume Swings: Plan for all aspects of seasonality volume swings, including forecasting volume and resource needs, cost of resources, and acquiring resources.
- Process Improvement: Review, design, and implement improved processes or operational policies to improve customer service and reduce costs.
- Communication: Communicate on an ongoing basis with the Director/DVP regarding key department activities and maintain supportive and positive cross-functional relationships with sales, marketing, logistics, IT, and finance.
- Education: College degree preferred, or equivalent coursework and combined work experience.
- Experience: Minimum 5 years of successful customer service department management consisting of 5 or more staff members.
- Skills: Highly analytical with an ability to interpret data and translate it into meaningful summaries and action plans. Ability to successfully attend to a broad scope of projects while remaining detail-oriented as needed. Knowledge of manufacturing supply chain and inventory management principles. Knowledge of coaching principles that ensure reception and action by those receiving the direction. Proficient in Word, Excel, PowerPoint, SAP or ERP.
