Director, Customer Service Operations, North America

4 weeks ago

Bothell, Washington, United States Terex Full time

Job Summary:

We are seeking a highly skilled and experienced Director, Customer Service Operations to lead our North America Customer Service team. The successful candidate will be responsible for overseeing the day-to-day operations of the Customer Service department, including call center activities, case management, and order processing.

Key Responsibilities:

  • Lead and manage a team of customer service representatives to ensure optimal performance and customer satisfaction.
  • Develop and implement efficient processes and procedures to enhance operational efficiency and elevate the customer experience.
  • Monitor key performance metrics and implement corrective actions as necessary to meet service level targets.
  • Evaluate and assign resources as needed to support business growth strategy, peaks in seasonal customer activity, targeted sales campaigns and initiatives.

Requirements:

  • Bachelor's Degree from an accredited institution in Business, Marketing, Communication, or Industrial Engineering or equivalent experience.
  • A minimum of 5 years' experience in Customer Service, Sales, Marketing, Communications, Service, or a related field.
  • Proficiency in Salesforce or similar CRM systems for case management and Oracle or other ERP system for order management.
  • English language fluency.

Skills and Competencies:

  • Demonstrated leadership skills with the ability to build, manage, motivate and engage a diverse, high performing team.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, senior leaders and external stakeholders.
  • Customer-centric mindset, championing the needs and interests of customers both internal and external.
  • Commercially focused, knowledge of business financials, business principles and business processes with ability to interpret financial data, KPIs to drive decision making.
  • First class presentation skills with the ability to present clear and concise information.
  • Analytical and problem-solving skills with a focus on continuous improvement.
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
  • Comfort with ambiguity and uncertainty.
  • Flexibility adapting to changing circumstances, customer needs, and business goals.

About Terex:

Terex is a global manufacturer of materials processing and aerial work platform products and services. We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact.

Additional Information:

We are an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the Recruiting department (person or department) at Globaltalentacquisitions@terex.com.

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.

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