Customer Service Director

2 days ago

Fullerton, California, United States Mckenna Labs Full time
Customer Service Manager

The Customer Service Manager plays a pivotal role in driving the strategic direction and operational excellence of the Customer Service team at Mckenna Labs. This position requires a seasoned leader who can mentor and develop account representatives, empower specialists to deliver exceptional customer service, and leverage team performance to meet company goals.

Key Responsibilities
  • Lead, support, mentor, and manage the Customer Service team to ensure seamless customer support and service delivery.
  • Develop and implement strategies to meet customer expectations, manage customer requests, and ensure contractual terms are effectively communicated across the organization.
  • Collaborate with the team to build tools and processes that support Mckenna Labs' goals and customer engagement.
  • Monitor team and individual KPIs to ensure customer satisfaction and retention, and work with the team to troubleshoot issues and set goals for customer scorecards and other metrics.
  • Escalate customer issues in a timely manner, ensuring follow-up and resolution.
  • Develop and maintain best practice templates, scripts, and playbooks for the team, and evaluate existing processes to identify gaps and propose enhancements.
  • Manage order coordination, including onboarding and identifying opportunities for improvement in day-to-day activities.
  • Build and develop relationships with key customers, and proactively seek out growth opportunities and training for the team.
Requirements
  • A proven track record of high achievement in a Customer Service Leadership position in a high-growth manufacturing organization.
  • Persuasive oral communication skills, fluent in written and spoken English, with excellent business writing skills.
  • Comfort and experience engaging with stakeholders at all levels of an organization, with the ability to lead and influence others without a direct reporting line.
  • Broad manufacturing experience, with a curiosity to deeply understand the personal care products industry and our customers' products.
  • Intermediate computer skills, including MS Office suite and SharePoint, with experience with Decom a plus.
  • Self-motivated, quick learner, comfortable working independently with minimal supervision.
Compensation and Benefits

The salary range for this role is $75,000 – $101,000 annually, commensurate with level of knowledge, education, skills, and experience applicable to the position. We offer a comprehensive benefits package for all full-time team members, including medical, dental, vision insurance, 401k retirement plan, flexible spending accounts, life and disability coverage, and other voluntary benefits.

We are committed to providing a welcoming and inclusive workplace for all team members, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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