Customer Service Director

3 weeks ago


St Louis MO USA, United States Duke Manufacturing Full time
Job Overview

Duke Manufacturing, a 99-year-old global food service equipment company, is seeking a Customer Service Manager to oversee the daily operations of its customer service teams. As a family-owned business, we prioritize stable employment and a team-based environment centered on our Values: Courage, Doing the Right Thing, Honesty, Dignity, and Humility.

Our Purpose is to Nourish Our World, and we strive to create a work environment that encourages each individual to find their passion and grow to their full potential. Our 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.

Key Responsibilities
  • Operational Management: Oversee the daily operations of the customer service team, ensuring smooth and efficient service delivery, and develop and implement operational procedures and policies to enhance service delivery and operational efficiency.
  • Team Leadership: Recruit, train, and manage team members, providing ongoing coaching and development, conduct regular performance evaluations, and provide feedback to enhance team performance.
  • Customer Support: Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution, and 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, and use data analytics to identify opportunities for process improvement and cost reduction.
  • Technology and Innovation: Evaluate and implement customer service technologies and tools to improve efficiency and customer experience, and 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.



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