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Customer Service Director

2 months ago

Fullerton, California, United States McKenna Labs Full time
Job Overview

McKenna Labs, a leading contract manufacturing company, is seeking a seasoned Customer Service Manager to lead the strategic direction and management of the Customer Service team. This role requires a strong leader who can mentor and develop account representatives, empower specialists to deliver exceptional customer service, and leverage team performance to drive business growth.

Key Responsibilities:

  • Lead, support, mentor, and manage the Customer Service team to ensure seamless customer support and service delivery.
  • Develop and implement strategies to enhance customer satisfaction, retention, and loyalty.
  • Collaborate with cross-functional teams to identify and address customer pain points and areas for improvement.
  • Monitor and analyze customer feedback, metrics, and KPIs to inform business decisions and drive process improvements.
  • Build and maintain strong relationships with key customers, stakeholders, and internal teams.
  • Develop and implement training programs to enhance team skills and knowledge.
  • Stay up-to-date with industry trends, best practices, and emerging technologies to drive innovation and growth.

Requirements:

  • Proven track record of success in a customer-facing leadership role, preferably in a manufacturing or contract manufacturing environment.
  • Excellent communication, interpersonal, and leadership skills.
  • Ability to analyze complex data, identify trends, and develop actionable insights.
  • Strong problem-solving and decision-making skills.
  • Experience with process improvement, change management, and team development.
  • Intermediate to advanced computer skills, including MS Office and SharePoint.

What We Offer:

  • A competitive salary range of $75,000 - $101,000 annually, commensurate with experience.
  • A comprehensive benefits package, including medical, dental, vision, 401(k), and flexible spending accounts.
  • A dynamic and inclusive work environment that values diversity, equity, and inclusion.
  • Opportunities for professional growth and development, including training and education programs.