The Customer Service-Director position is responsible for the strategic planning and vision of all Customer Service operations. Core duties include team leadership, budget management, and oversight of processes and metrics for the continuous improvement of the customer experience. Strategic emphasis is on customer care, phone metrics, quality management, workforce planning, culture improvement, and staff development. Serve as the leader of the PA Senior Leadership Team.
40% Provide strong, dynamic leadership and direction to over 250 Customer Service associates to achieve excellent customer service by developing and achieving productivity goals, quality standards, departmental and financial goals, and company objectives, which includes creating the Best Experience for our customers, end consumers and associates.
20% Ensure that all orders received via telephone, fax, EDI and the Internet are processed accurately and timely, including the reallocation of resources between business units. Ensure all customer and consumer telephone, email, and web-based contacts are handled professionally. This includes timely follow-up and resolution to customer and consumer claims such as, pricing issues, shipping damage, quality issues, backorders, and changes and cancellations.
15% Develop the annual departmental budget ($13 million) and assure that the financial and performance goals are met or exceeded.
10% Ensure integrity of data collected from consumers and customers including inbound toll-free number automated response (IVR) and accuracy and efficiency of order management system. Provide data to management and other functional areas via the Intranet for identification of quality improvement opportunities based on consumer and customer complaints. This includes developing proactive alternatives to future concerns.
5% Oversee the staffing of the Customer Service department with competent personnel and delegates appropriate authority to provide training for all associates on product, telephone, systems, policies and procedures. Product training will also be developed for Field Sales associates and other associates through-out the company, including Senior Management.
5% Develops customer communication responses and oversees the development and maintenance of the disaster recovery plan designed to minimize the effects of natural and man-made disasters.
5% Develops immediate, medium, and long range workload forecasts, future staffing and resources requirements for Customer Service department.
Safety and Health
1. Provides leadership to ensure safety programs and processes are a continuous focus.
2. Leads the efforts to AQ2NL
Education and Experience
Knowledge, Skills, and Abilities