Customer Service Director

1 week ago

Danbury, Connecticut, United States Arcmed Full time
Job Summary

The Director of Customer Service will be responsible for overseeing customer service in the U.S. and developing strategies to enhance the overall customer service experience and drive customer satisfaction and loyalty. This role will provide leadership as part of a combined sales, customer service, and engineering support team for the achievement of customer satisfaction, revenue generation, and long-term account goals in line with company vision and values.

Key Responsibilities
  • Lead and manage the customer service team, providing guidance, coaching, and support to ensure high performance and achievement of departmental goals.
  • Oversee the daily operations of both Customer Service and Sales.
  • Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.
  • Work with application engineer(s) and customer service representative(s) on an account team to develop a plan to grow and service the territory and assigned accounts.
  • Develop an annual business plan to grow new business.
  • Understand and be responsible for pricing, quoting, and proposals.
  • Assist in the implementation of company marketing plans and company trade show plans as needed.
  • Adhere to all company policies, procedures, and business ethics and ensure that they are communicated and implemented within the team.
  • Demonstrate ability to interact positively with all company employees.
  • Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively, and demonstrate high integrity.
  • Maintain professional internal and external relationships that meet company core values.
  • Proactively establish and maintain effective working relationships with all supporting departments (customer service, engineering, operations, administration, etc.).
Requirements
  • Bachelor's degree with a minimum of 5 years of customer service experience or a related field.
  • Excellent ability to communicate orally and in writing in English.
  • Well-developed literacy, numeracy, and computer skills with a technical aptitude.
  • Strong understanding of customer and market dynamics and requirements.
Preferred Qualifications
  • Experience with Epicor a plus.
  • Office 365; SharePoint; Teams; Visio; and OneNote preferred.
  • Working knowledge of UKG-UltiPro and Workday a plus.
  • Ability to operate media equipment such as tablets, smartphones, and other electronic equipment.
  • Ability to work with general office equipment.
  • Ability to work with and understand databases a must and the ability to learn technical skills.
Work Environment
  • Shall have essential physical skills; be able to run, squat, stoop/bend, kneel, climb stairs, be able to lift at least 50 pounds (or 1⁄4 own body weight).
  • Shall have adequate vision, reading, writing, and documentation skills, and hearing to perform the essential functions of the job.
  • Must have enough endurance to perform tasks over long periods of time.
  • Will be engaged in speaking, sitting, walking, driving, listening, and in communicating both orally and in writing while performing his or her duties.
  • Must be able to listen and respond to questions and instructions.

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