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Marine Customer Service and Training Leader

2 weeks ago

Pompano Beach, Florida, United States Marine Full time
About the Position

We are seeking a talented Director of Customer Service and Training to join our team in Pompano Beach, FL. As a key member of our organization, you will be responsible for leading customer service and training efforts to deliver exceptional support and technical expertise across core product areas, including air conditioning, refrigeration, water management, and sanitation.

The ideal candidate will have a proven track record of successfully leading and scaling customer service teams, with strong leadership, coaching, and team-building abilities. You will be instrumental in elevating customer satisfaction, optimizing support processes, and creating a comprehensive training program to equip authorized dealers with in-depth knowledge and skills.

Responsibilities
  • Develop and implement a comprehensive customer service strategy that aligns with organizational goals
  • Oversee the design and execution of customer training programs to enhance satisfaction and loyalty
  • Lead, mentor, and manage customer service and training teams to achieve performance goals
  • Establish KPIs for team performance and conduct regular assessments to ensure continuous improvement
  • Define and enhance customer service and warranty claims standards, policies, and procedures
  • Act as the escalation point for complex customer issues and implement effective and timely resolution strategies
  • Develop, implement, and evaluate training programs for both internal teams, distributor network, and customers
  • Stay updated on industry trends and incorporate innovative training techniques

Requirements
  • Bachelor's degree in business administration, communication, engineering, or related fields
  • Minimum of 7-10 years of experience in customer service, training, or a related leadership role
  • Proven track record of successfully leading and scaling customer service teams
  • Strong leadership, coaching, and team-building abilities
  • Familiarity with CRM systems, customer service software, and e-learning platforms
  • Knowledge of data analysis and reporting tools
  • Deep understanding of customer service principles and best practices
  • Excellent written and verbal communication skills
  • Strong presentation skills, with the ability to engage diverse audiences
  • Expertise in conflict resolution and handling escalated customer issues

About Us

Dometic is a global market leader in the mobile living industry, providing innovative solutions for outdoor, residential, and professional applications. Our Marine organization is a trusted provider of cutting-edge products for the boating and boat building industry, and we are committed to delivering exceptional customer service and support.