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Director of Customer Experience and Operations

2 months ago

Ontario, California, United States Gold Star Foods Full time
Job Summary

We are seeking a highly skilled and experienced Customer Experience Director to lead our Customer Experience Team for the West Coast locations. The ideal candidate will have a proven track record of delivering exceptional customer service and driving business growth.

Key Responsibilities
  • Customer Service Leadership
    • Develop and implement customer service strategies to ensure high-quality service delivery
    • Manage and maintain customer relationships to drive loyalty and retention
    • Resolve customer complaints and issues in a timely and professional manner
  • Team Management
    • Lead and manage a team of customer service representatives to achieve business objectives
    • Coach and develop team members to improve performance and skills
    • Conduct performance evaluations and provide feedback to team members
  • Process Improvement
    • Identify areas for process improvement and implement changes to increase efficiency and effectiveness
    • Develop and implement quality control processes to ensure high-quality service delivery
    • Monitor and analyze customer feedback and metrics to identify trends and areas for improvement
  • Communication and Collaboration
    • Communicate effectively with internal stakeholders, including sales, marketing, and operations teams
    • Collaborate with cross-functional teams to drive business growth and improve customer satisfaction
Requirements
  • 2-3 years of experience in customer service, management, or a related field
  • Proven track record of delivering exceptional customer service and driving business growth
  • Excellent communication and leadership skills
  • Ability to analyze data and make informed decisions
  • Ability to work in a fast-paced environment and adapt to changing priorities
Working Conditions

This position will be based in an office setting and will require frequent travel to meet with customers and team members. The ideal candidate will be able to work in a fast-paced environment and adapt to changing priorities.