Job Listing: Director of Customer Service

Primary Job Functions:

This position is responsible for developing, implementing and overseeing the planning and execution for all aspects of Customer Care functions including: Customer Service, Technical Support, Field Service, Installation, Training and Warranty adjudication.

The successful candidate will balance the tactical day-to-day decision making and execution along with the long-term/strategic thinking required to build a scalable organization. This key individual will be accountable to ensure that the highest level of customer satisfaction is consistently achieved for our customer base. In addition, the successful candidate will be comfortable managing capital equipment, services, and software in a GLOBAL environment.

Develop and implement departmental policies and procedures, quality control and performance-related programs to achieve outstanding customer relationships and loyalty.

Management of and accountability for daily end-to-end customer interaction, service level entitlement, logging and tracking calls, response and repair tracking, escalation management and reporting, spare parts, and warranty and post warranty services.

Initial key projects include development of new Customer Support Tools and management of a new Corporate-wide CRM system to capture data and analyze key customer service metrics on a real-time basis.

Develop, implement and manage the development of cutting edge customer communication infrastructure required to facilitate and streamline communication between customers and Company at all levels.

Ensure that company is migrating toward technology solutions that will generate higher efficiency, enhanced reporting and tracking capabilities, and substantial ROI.

Prepare annual customer support budget and maintain full responsibility for maximum productivity based on budgetary forecasts across the Customer Care organization. Work collaboratively with Operations, Sales, and other cross-functional groups to achieve desired results.
Manage, develop, and motivate Customer Service team to ensure success as a high-level profit center. Staff and develop department personnel.
Establish targets and measures for the achievement of customer service performance levels. These metrics should examine all aspects of service delivery in order to provide a high-quality yet cost-effective support experience.

Skills/Abilities/Knowledge

Managing People - Fosters quality focus in others; Improves processes, products and services.

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

Written Communication - Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.

Strategic Thinking - Develops strategies to achieve organizational goals; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Teamwork - Balances team and individual responsibilities.

Delegation - Delegates work assignments; Sets expectations and monitors delegated activities; Provides recognition for results.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software and Word Processing software.

Education/Experience



Required:

Bachelor’s degree (B. A.) or equivalent; or four to ten years related experience and/or training; or equivalent combination of education and experience.
Minimum 10 years Customer Service experience with 5-7 years of experience in a management role.
Demonstrated history of superior leadership skills, customer service skills, and ability to motivate an organization to achieve superior performance in a high volume, fast paced environment requiring teamwork, flexibility and change management.
Ability to build, manage and grow a high-volume Customer Service organization and a record of continuously higher level challenges and responsibilities.
Previous experience analyzing data, developing strategies/processes and implementing required applications.
Recent experience with defining, implementing and managing CRM applications.
Strategic thinking skills coupled with proactive, results-oriented attitude.
Proven management and leadership skills, including operations and functions of budgeting, forecasting, revenue planning and P&L management.
Strong cross-functional team leadership and communication skills required.
Experience in logistic management, inventory management, replenishment systems and RMA systems.
ME or EE or equivalent work experience

Required Skills for Director of Customer Service Job:

About Allegis Group Corporate:

People. Service. Performance. These values are the foundation of the culture at Allegis Group and our family of companies. Become part of a company that cherishes its people. We offer an excellent salary and benefits package...and a place where you can grow and excel. Allegis Group and its subsidiaries are equal opportunity employers.