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Customer Service Director

2 months ago

New Holland, Pennsylvania, United States Keter Full time

About the Role:

The Customer Service Manager at Keter is responsible for ensuring an exceptional customer experience by integrating processes, standards, metrics, systems/technology, and staff. This role identifies customer service trends, determines systems improvements, implements change, ensures proper training for customer service representatives, enforces policies and procedures, and leads by example.

Key Responsibilities:

  • Build Sustainable Relationships: Establish and maintain strong relationships with customer accounts and sales representatives through open and interactive communication.
  • Meet Customer Service Objectives: Achieve customer service team objectives, metrics, and deadlines.
  • Handle Customer Complaints: Effectively handle customer complaints, provide appropriate solutions and alternatives in a timely manner, and follow up to ensure resolution.
  • Drive Change: Evaluate current processes and procedures, develop standard operating procedures within the department, and ensure quality, timely, and accurate service to customers.
  • Lead and Train the Team: Lead, train, and guide the customer service team to their maximum potential.
  • Develop Best Practices: Develop and train the team on best practices, creating an atmosphere of friendly and fast responses.
  • Motivate the Team: Motivate the team to ensure they abide by all company policies and procedures.
  • Develop Service Procedures: Develop service procedures, policies, and standards.
  • Set Clear Mission: Set a clear mission and deploy strategies focused toward that mission.
  • Liaise with Internal Customers: Liaise with internal customers, including manufacturing, accounting, shipping, etc.
  • Support the Team: Demonstrate a 'roll-up the sleeves' attitude to assist the customer service team with tasks.
  • Collaborate with Sales and Marketing: Work with the VP of Sales & Marketing on initiatives as needed.

Requirements:

  • Experience: At least 5 years of customer service management experience, preferably in manufacturing.
  • Knowledge: Excellent knowledge of customer service processes and procedures.
  • Communication Skills: Proficient in English with excellent communication skills.
  • Technical Skills: Working knowledge of EAP systems (Macola) is a plus.
  • Relationship Building: Ability to build strong relationships.
  • Strategic Thinking: Ability to think strategically and lead a team.
  • Problem-Solving Skills: Advanced troubleshooting and multi-tasking skills.