Customer Service Director

3 weeks ago


Bloomington, Indiana, United States Solution Tree Full time
Job Summary

The Director of Customer Service and Fulfillment will oversee the customer service operations at Solution Tree, ensuring high-quality service delivery. This role requires strong leadership and communication skills to manage a team of customer service representatives and resolve customer issues effectively.

Key Responsibilities
  • Manage a team of customer service representatives to ensure their performance meets standards
  • Ensure customer concerns are handled in a timely manner and customers are satisfied with issue resolutions
  • Monitor customer satisfaction levels to identify areas for improvement and implement changes to meet customer needs
  • Train staff in effective communication skills and product knowledge
  • Respond to customer inquiries and complaints via email, phone, or live chat
  • Review customer feedback to identify opportunities for improvement
  • Maintain inventory levels to ensure order fulfillment
  • Manage the operations of the local warehouse
  • Work with vendors to ensure customer service goals and processes are maintained
  • Collaborate with other department heads to ensure process and procedure alignment
  • Annual inventory and stock reconciliation
  • Represent customer service in interdepartmental conversations to drive process improvements

Requirements
  • Bachelor's degree in business administration or related field
  • 4+ years of experience in a leadership role

Benefits
  • Competitive compensation package
  • Employee discounts
  • Paid vacation and holidays
  • Employee assistance program
  • 401k retirement plan with employer match
  • Health insurance plans
  • HSA and flexible spending accounts
  • Employer-paid short-term disability and basic life insurance

Work Environment

Solution Tree is a remote-first company, offering flexibility to work from anywhere. However, we expect employees to establish a dedicated workspace and manage personal obligations effectively during work hours.
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