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Customer Service Director

2 months ago

Winchester, Virginia, United States Monoflo International Full time
Job Description

Job Title: Customer Service Director

Job Summary:

The Customer Service Director is responsible for overseeing and enhancing all aspects of the organization's customer service policies, objectives, and initiatives. This role involves mentoring and leading the Customer Service Team, with a particular focus on Customer Service Leads. The Director ensures the development and implementation of effective workflows that maximize efficiency and deliver high-quality service, ultimately driving customer satisfaction.

Key Responsibilities:

  • Team Leadership: Mentor and provide leadership to Customer Service Leads and Representatives. Foster a collaborative environment and ensure team members are equipped with the skills needed to excel.
  • Training and Development: Develop and deliver training programs for customer service staff to ensure they have the skills and knowledge required to provide outstanding service
  • Process Management: Develop, manage, and monitor customer service processes and workflows to ensure high service levels and customer satisfaction. Implement improvements as needed.
  • Performance Monitoring: Track service metrics and volume to develop standards, identify areas for improvement, and adjust workflows and resource allocation accordingly.
  • Capacity Planning: Align production capacity with the Annual Sales Plan, identifying and addressing any conflicts or constraints.
  • Account Management: Serve as the Account Manager for key accounts as designated by the VP of Sales, overseeing daily operations and ensuring account needs are met.
  • Supply Chain Coordination: Work with the Supply Chain team to ensure visibility of upcoming projects and proper resource planning.
  • Production Planning: Establish production priorities and capacity allocation for key accounts and communicate planning details to the Scheduling team.
  • Cross-Department Collaboration: Interface with other departments to ensure the Customer Service team is prepared to support new products and services.
  • Customer Feedback: Identify and act on opportunities for product or service improvements based on customer feedback and requests.
  • Lead Time Management: Generate and distribute weekly product lead time reports to Sales and Customer Service teams. Review and assess expedited and multi-truckload lead time requests.
  • Inventory Management: Maintain the Inventory Stocking Plan for both generic and customer-specific finished goods. Resolve customer support issues and track related metrics, seeking senior management approval for high-cost resolutions.
  • Overrun Management: Monitor overruns of finished goods and provide direction to the Supply Chain team for timely reallocation.

Qualifications:

  • Bachelor's degree preferred: Minimum of 5 years of experience in customer service management, ideally within a manufacturing environment.
  • Previous experience: As a Customer Service Lead is advantageous.
  • Self-starter: With strong initiative and the ability to work independently and solve problems.
  • Excellent organizational skills: With the ability to prioritize and manage multiple tasks and projects simultaneously.
  • Detail-oriented: And adaptable to changing priorities.
  • Proficient in: Microsoft Office and Adobe Acrobat. Experience with manufacturing ERP systems or database systems (IQMS is preferred).
  • Strong written and verbal communication skills: