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Customer Service Operations Leader

2 months ago

Chicago, Illinois, United States PurposeBuilt Brands Full time

Position Overview

The Customer Service Operations Leader will play a pivotal role in overseeing the Customer Service teams at PurposeBuilt Brands. This position is crucial for establishing operational protocols that facilitate customer onboarding, order management, and issue resolution while maintaining the highest standards of precision and efficiency.

About PurposeBuilt Brands

PurposeBuilt Brands is a leader in the development of premium products for specialty surfaces, with a rich history that has shaped our approach to quality and innovation. Our portfolio includes well-known brands that are trusted by consumers and professionals alike.

Key Responsibilities

  • Direct and mentor a team of customer support professionals, focusing on on-time in-full (OTIF) delivery, transactional capabilities, and customer satisfaction metrics.
  • Design and implement a roadmap for process enhancements and establish Standard Operating Procedures (SOPs) for the customer service function.
  • Collaborate closely with sales teams to streamline the customer order lifecycle, ensuring exceptional service from initial setup through to delivery.
  • Assist the Sales Operations Director in long-term revenue management strategies, identifying opportunities to optimize cost efficiency and improve system functionalities.
  • Oversee talent development initiatives, creating and evaluating growth plans to enhance the skills of the customer service team.
  • Provide ongoing coaching and communication to team members, driving efforts to standardize order processing practices.
  • Ensure the integrity of customer data management and analyze order information to inform timely decision-making.
  • Act with urgency to execute operational plans, achieve performance objectives, and keep cross-functional teams informed.

Qualifications

  • A minimum of 5 years of experience in managing customer service or logistics within the consumer goods sector.
  • 3-5 years of experience in a leadership role.
  • Cross-functional experience in sales or supply chain management is advantageous.
  • Experience in a dynamic, high-growth environment is preferred.
  • Familiarity with automated warehouse operations.
  • A Bachelor's Degree or equivalent professional experience.
  • Proficient in Microsoft Office Suite and ERP systems, with a focus on order management process improvements.
  • Strong critical thinking, problem-solving, and decision-making abilities.
  • Excellent written and verbal communication skills.
  • Detail-oriented with a strong emphasis on accuracy.
  • Ability to adapt to evolving processes and train others effectively.
  • Well-organized with the capacity to manage multiple priorities in a fast-paced setting.
  • Proven ability to collaborate effectively within a team environment.
  • Exceptional problem-solving skills.

Benefits

PurposeBuilt Brands offers a comprehensive benefits package designed to meet the diverse needs of our employees, including:

  • Flexible work arrangements (remote, hybrid, or onsite).
  • Generous paid time off.
  • Competitive salaries with bonus opportunities.
  • 401K with company matching.
  • Comprehensive medical, dental, and vision insurance.
  • Pet insurance.
  • Annual fitness stipend.
  • Significant employee discounts on all products.
  • Summer hours.
  • Access to LinkedIn Learning resources.