Customer Service Director
6 days ago
We are seeking a highly skilled and experienced Customer Service Director to join our team at Multi-Color Corporation MCC. As a key member of our organization, you will be responsible for delivering exceptional customer service and driving business growth.
Key Responsibilities- Safety and Compliance: Champion all aspects of personal and plant safety, ensuring a safe working environment for our associates and customers.
- Culture and Customer Intimacy: Lead and model customer-focused solutions, fostering a culture of excellence and customer intimacy.
- Customer Relationship Management: Champion the plant's relationship with new and existing customers, working with sales associates to ensure exceptional service delivery.
- People Development: Build, develop, and manage a high-performing customer service team to support business growth and customer satisfaction.
- Service Goals and Objectives: Establish, monitor, and achieve customer service and shipping and receiving operating metrics, ensuring exceptional customer experience.
- Capacity Rationalization: Provide input into capacity rationalization of new and existing business, working with sales, scheduling, and division business optimization functions to meet fluctuating customer demands.
- Order Management: Manage the order entry process from start to finish, ensuring accurate and timely delivery of customer orders.
- Service Recovery: Manage customer complaints and concerns, focusing on issue resolution and customer satisfaction.
- Vendor Management: Manage and support vendor relationships for the plant, including freight carriers, print tools, and raw material suppliers.
- Training and Development: Develop and ensure standardized CSR training methods, updating as needed to ensure high-quality customer service.
- Financial Management: Provide input into building the annual plant sales budget and monthly forecast, ensuring accurate customer billings and cost management.
- Values and Teamwork: Model the Company Values, building strong relationships with internal and external stakeholders.
- Passion for Customer Service: A genuine passion for delivering exceptional customer service and driving business growth.
- Business Acumen: A business or marketing degree and 5-10 years of experience managing in a customer service environment.
- Proven Track Record: A proven track record of success in a fast-paced, revenue-generating manufacturing environment.
- Professional Appearance: A professional appearance at all times, with excellent communication and interpersonal skills.
- Project Management: Proven project management skills, with the ability to scope and create business processes.
MCC fosters an inclusive culture that respects and embraces our teammates' diverse backgrounds and experiences, so that everyone can achieve their full potential here. We aspire for our company to truly reflect the diversity of our customers and the markets we serve. We are committed to equal opportunity for everyone, regardless of peoples' gender identity/expression, age, language, sexual orientation, ability, race, socioeconomic status, national origin or other characteristics.
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