Customer Service Director

4 days ago


Dayton, New Jersey, United States Somfy Systems Inc Full time
Job Title: Customer Service Director

At Somfy Systems Inc, we are seeking a highly skilled Customer Service Director to lead our customer service functions and drive business growth. The ideal candidate will have a strong background in strategic planning, organization, and execution, with excellent written and communication skills.

Key Responsibilities:

  • Develop and implement strategic customer service expectations, metrics, and plans to provide industry-leading service.
  • Lead a team of customer service representatives to achieve corporate service rate targets and motivate sales teams to achieve goals.
  • Carry out managerial responsibilities, including interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, and addressing complaints and resolving problems.
  • Collaborate with the Call Center Operations Lead and Business Data Intelligence Manager to develop KPI measurements and improve internal team performance.
  • Ensure compliance with company policies on pricing, business ethics, and sales cost management.
  • Maximize company achievement in customer satisfaction through effective teamwork among sales, logistics, and supply chain, engineering, and accounting.

Requirements:

  • Bachelor's degree from a four-year college or university, and 5+ years of related experience or equivalent combination of education and experience.
  • Experience with ERP systems such as SAP is strongly preferred.
  • Multilingual, with Spanish a plus.


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