Director of Customer Service

Requisition ID
# of Positions


Position Summary

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. 


Position Details


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

  • Bachelor's degree in Business Administration, Management, communication or related field
  • Minimum 7 years customer service supervisory or management experience


Knowledge, Skills, and Abilities

  • Must possess a high level of human relations skills to effectively manage and motivate more than 250 service associates. The position must insure excellent relationships between Customer Service and the end consumer, customer, and other functional areas of the company including Sales, Marketing, Manufacturing, IT, Distribution, Scheduling and Senior Management.
  • Sophisticated analytical skills required.  The position must be able to monitor/analyze the performance of all functional areas within Customer Service as well as other company functions, which directly impact relations with our customers. The various analysis results in corrective action of problems, improved productivity, and possible development of future plans, policies, and procedures that directly impact the customer and consumer.  Must master advanced skills in excel. 
  • The position requires a high degree of conceptual skills as it relates to financial analysis, product manufacturing and distribution, communications systems and advanced computer oriented information systems, including call management systems, Internet technology and telephony.
  • Excellent written and oral communication skills. This includes the ability and skill to influence needed change in company without confrontation.
  • Must be able to work under pressure and possess good decision-making skills.


  • Knowledge of window treatment products and distribution channels desirable.



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