Customer Service Director
1 week ago
Particle Measuring Systems is seeking a highly skilled Customer Service Manager to join our team. As a key member of our Customer Service Department, you will be responsible for providing exceptional customer service, ensuring timely delivery of quality products, and driving continuous improvement in our services.
Key Responsibilities:- Direct and oversee all aspects of customer service, objectives, and initiatives.
- Provide leadership for a team of exempt and non-exempt employees within the Customer Service Department.
- Hire, train, coach, and manage people to support customer needs.
- Identify customer needs and develop/implement processes to achieve results.
- Implement initiatives to improve the quality of PMS products and services.
- Partner with manufacturing to ensure continuous improvement for on-time delivery and lead time.
- Develop a forum to continuously drive service and process improvements that positively affect important metrics such as delivery, customer responsiveness, customer payments, cost reductions, etc.
- Develop and implement a responsive call-center that ensures timely and professional information to customers.
- Execute customer service objectives across functional areas and throughout the company.
- Implement and maintain controls to ensure compliance with U.S. export regulations.
- Maintain up-to-date ISO guidelines for Customer Service.
- Adhere to company safety practices and policies.
- Bachelor's degree in business or related field or five years of related experience.
- Seven or more years in a leadership role with direct customer contact and broad base understanding of business practices.
- Strong customer orientation and interpersonal skills with a high level of commitment for outstanding customer service and a sense of urgency.
- Ability to convey a professional, positive image of PMS, with excellent communication and organizational skills.
- Previous exporting experience in a manufacturing environment.
- DOT and IATA certifications required within 90 days of hire.
- Medical, dental, and vision insurance.
- 401(k) plan.
- Flexible spending account.
- Onsite wellness clinic.
- Competitive pay range: $67,500 - $104,000 depending on experience.
Particle Measuring Systems is an Equal Opportunity Employer.
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