Customer Service Director
4 weeks ago
We are seeking a highly skilled and experienced Director of Customer Service to lead our customer service team and drive exceptional customer satisfaction. The ideal candidate will have a proven track record of developing and implementing effective customer service strategies, with a strong focus on delivering exceptional customer experiences.
Key Responsibilities:- Develop and implement a customer-centric service strategy that aligns with the company's objectives and enhances customer satisfaction.
- Lead and mentor a high-performing customer service team to deliver exceptional service, ensuring that all customer inquiries and complaints are handled promptly and effectively.
- Foster strong relationships with customers, acting as the primary point of contact for key accounts and maintaining open lines of communication to keep them informed about order status and any potential issues or delays.
- Collaborate closely with sales and production teams to ensure seamless coordination, resolve any customer-related issues, and drive continuous improvement.
- Oversee scheduling to ensure that customer orders are fulfilled in a timely and efficient manner.
- Analyze customer service data and KPIs to identify trends, monitor performance, and develop strategies for improvement.
- Provide regular feedback to customers, ensuring that they are kept informed and satisfied with our services.
- Develop and implement training programs for the customer service team to ensure they are equipped with the necessary skills and knowledge to perform their roles effectively.
- Establish and maintain policies and procedures that ensure a high level of customer service is consistently delivered.
- Bachelor's degree in Business Administration, Marketing, or related field.
- A minimum of 5 years' experience in a customer service leadership role, preferably within the manufacturing industry.
- Proven track record of developing and implementing effective customer service strategies.
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
- Strong analytical skills, with the ability to interpret customer service data and KPIs to drive improvement.
- Excellent problem-solving skills, with a proactive approach to resolving issues and preventing them from recurring.
- Proficiency in using customer service software and tools.
- Strong leadership skills, with a proven ability to inspire and motivate a team.
- Detail-oriented with excellent organizational and multitasking abilities.
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