Customer Service Director
7 days ago
About the Role:
Gogcm is seeking a highly skilled Customer Service Director to lead our Customer Service team and drive exceptional customer experiences. As a key member of our Operations team, you will be responsible for developing and implementing strategies to enhance customer satisfaction, loyalty, and retention.
Key Responsibilities:
- Develop and execute customer service strategies to meet and exceed customer expectations
- Lead and manage a team of customer service representatives to ensure excellent service delivery
- Collaborate with cross-functional teams to identify and resolve customer issues
- Analyze customer feedback and metrics to inform service improvements
- Develop and maintain customer service policies, procedures, and standards
- Provide coaching and development opportunities to team members to enhance their skills and knowledge
- Stay up-to-date with industry trends and best practices in customer service
Requirements:
- 6-10 years of progressive experience in customer service, preferably in a contract manufacturing environment
- Bachelor's degree from a 4-year college
- Proficient in MS Office Suite and ERP systems
- Strong analytical and problem-solving skills, with ability to collect and present data
- Excellent communication and interpersonal skills, with ability to work with technical and business leaders
- Supervisory experience a plus
Working Conditions:
Normal office environment with occasional weekend and/or evening work. Vaccinations strongly encouraged.
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