Customer Service Director

7 days ago

Knoxville, Tennessee, United States Elotouch Full time
About the Role

At Elotouch, we're committed to delivering exceptional customer experiences. As our Customer Care Manager, you'll play a critical role in leading our Americas team, overseeing order management and service programs for all customers.

Key Responsibilities
  • Drive the overall performance and continuous improvement of the customer care organization, including service levels and customer satisfaction.
  • Analyze team performance to drive improvement in KPIs and close performance gaps: Customer Sat and Net Promoter Score.
  • Ensure appropriate resources are available to support changing requirements and volume to meet performance objectives.
  • Drive employee engagement and foster a positive and productive culture through enthusiastic leadership.
  • Manage specific enterprise customer accounts and the needs associated with those accounts as appropriate.
  • Lead order escalations through OTD and Hotlist process, including prioritizing schedules, allocations, dropships, and expedited freight requests.
  • Ability to make allocation decisions for customer orders.
  • Manage transition and life cycle management with customers.
  • Support a new customer relationship management system implementation.
  • Perform systems optimization and implement updates to current business processes.
Requirements
  • At least 5-years of prior customer, program, or project management experience.
  • Bachelors degree in related field from an accredited institution.
  • Experience with ERP systems (SAP, Oracle, JDE, MS Dynamics), Salesforce or CRM software required.
Preferred Qualifications
  • MBA or Masters degree highly preferred.
  • SAP Experience, specifically the (SD) Sales & Distribution, (MM) Materials Management, or (FI) Financial Accounting Modules.
  • Prior experience with service projects or order management.
  • Demonstrated track record of continuous improvement projects that have led to increased customer satisfaction.
  • Prior experience launching or supporting a new system implementation.
  • Willingness to be both a team leader and individual contributor.
Professional Skills & Competencies
  • Ability to strategize and follow through on tactical implementation and execution of initiatives.
  • Ability to manage and adapt to changing environments by providing hands-on enthusiastic leadership.
  • Aptitude to quickly understand business models and metrics.
  • Passionate about delivering world-class customer care and identifying like-minded talent.
  • Attention to detail and ability to thrive in a fast-paced and dynamic environment.
  • Experience gathering and analyzing relevant data to identify trends and issues to drive decision making.
  • Proven results with leading and building teams.
  • Effective written and verbal communication skills.
  • Proficient with standard corporate productivity tools.

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