Customer Support Director
6 days ago
Job Title: Customer Support Director
Job Summary:
We are seeking a highly skilled and experienced Customer Support Director to join our team at SITE Staffing. The successful candidate will be responsible for leading our customer support operations, ensuring that our customers receive exceptional service and support.
Key Responsibilities:
- Lead Customer Support Team: Direct, coordinate, and supervise the day-to-day customer support operations in the parts department.
- Develop and Implement Process Improvements: Identify areas for improvement and develop and implement solutions to meet business goals.
- Manage Customer Relationships: Build and maintain strong relationships with customers, dealers, and installers.
- Monitor and Analyze Performance: Monitor current customer base and recommend strategies to improve customer satisfaction and ensure optimal level of customer service.
- Collaborate with Cross-Functional Teams: Work collaboratively with the Director of Customer Support, team members, and across departments to resolve issues and deliver an exceptional customer experience.
- Develop and Implement Training Programs: Train and develop all CSRs to ensure they are equipped to provide excellent customer service.
- Manage and Analyze Data: Partner with the Director of Customer Support to create, analyze, and interpret internal reports and provide feedback on areas for improvement.
Requirements:
- Education: Bachelor's Degree in Business or a related field of study.
- Experience: At least 3 years of work experience in a Customer Support, Technical Support, or Field Service Technician role, preferably in a manufacturing, heavy equipment, or material handling industry.
- Skills: Excellent customer service skills, problem-solving skills, communication skills, and the ability to exercise diplomacy and tact in all verbal and written communications.
- Software Proficiency: Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook) and M2K ERP software.
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