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Customer Service Director

2 months ago

St Louis, Missouri, United States Duke Manufacturing Full time
About the Role

Duke Manufacturing is a 99-year-old global food service equipment company. As a family-owned business, we take a long-term view, providing stable employment in a team-based environment. Our culture is centered on our Values such as Courage, Doing the Right Thing, Honesty, Dignity, and Humility. Our Purpose is to Nourish Our World and an important way we strive to do so is to create a work environment that encourages each individual to find their passion and grow to their full potential.

Duke's innovative products and Your Solutions Partner brand promise to our customers create a collaborative, fast-paced work environment built on principles of strategic customer partnerships, agile product development, and lean manufacturing.


Job Summary:

The Customer Service Manager is responsible for overseeing the daily operations of Duke's customer service teams, ensuring the highest level of customer satisfaction, managing the performance of customer service team members, and implementing strategies to enhance operational efficiency. The ideal candidate will have strong leadership skills, a customer-focused mindset, and the ability to drive continuous improvement.


Key Responsibilities:
  • Operational Management:
    • Oversee the daily operations of the customer service team, ensuring smooth and efficient service delivery.
    • Develop and implement operational procedures and policies to enhance service delivery and operational efficiency.
    • Ensure compliance with company policies, industry regulations, and quality standards.
  • Team Leadership:
    • Recruit, train, and manage team members, providing ongoing coaching and development.
    • Conduct regular performance evaluations and provide feedback to enhance team performance.
    • Foster a positive and motivating work environment, promoting teamwork and high morale.
  • Customer Support:
    • Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
    • Implement strategies to improve customer satisfaction and loyalty.
  • Reporting and Analysis:
    • Prepare and present regular reports on call center performance, including key metrics and improvement initiatives.
    • Use data analytics to identify opportunities for process improvement and cost reduction.
    • Provide feedback/input to the QAB process around equipment performance gaps.
  • Technology and Innovation:
    • Evaluate and implement customer service technologies and tools to improve efficiency and customer experience.
    • Stay updated on industry trends and best practices, integrating new approaches to enhance customer service operations.

Requirements:
  • Bachelor's degree in Business Administration, Communications, or a related field.
  • Proven experience as a Customer Service Manager, Call Center Manager, or similar leadership role.
  • Strong understanding of customer service operations, metrics, and technologies.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to analyze data, develop insights, and implement actionable improvements.
  • Customer-focused mindset with a commitment to delivering exceptional service.
  • Proficiency in customer service software and CRM systems.
  • Ability to handle high-pressure situations and resolve conflicts effectively.
  • Experience working in a manufacturing industry is a plus.

Work Environment:
  • St. Louis, MO
  • 8am-4:30pm CST
  • Hybrid setup

Duke is an equal opportunity employer.