Director of Customer Service & Call Center
Job Code (652079)
Location: Rock Hill, SC
Lancaster, SC
Salary: $115,000.00 – $150,000.00
Full Benefits: Yes
Relo Exp: Yes
Industry: Supplement Manufacturing
RESUME TARGET:
- Five years of management experience in a professional customer service environment
- FDA regulated product support such as Food, Beverage, Cosmeceuticals, Medical Device, Biotech, Beverage, etc.
- Customer Service and Business Partner Support teams
- Responsible for managing customer orders and return requests
Focus: Strong product name brand of Customer Service and Call Center
Job Description
We are looking for a Director of Customer Service to be responsible for managing Customer Service teams by ensuring quality and efficient service in an incoming/outbound call center. The Customer Service Director is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service.
Roles and Responsibilities:
- Coaching and supervising employees in customer service and business partner support in order to achieve high performance
- Generating regular statistics showing the quality and quantity of incoming and outbound calls
- Working with internal departments to promote sales to new and existing customer accounts
- Partner with management team to align customer service department policies and systems with the company’s objectives
- Processing and following up with trade show leads for Agriculture veterinary and consumer division.
- Processing and documenting information in the appropriate areas for the initiation of Suspected Adverse Events and Customer Complaints
- Monitors programs and procedures to ensure on-time delivery and customer satisfaction
- Provides feedback to the operations team to ensure all customers have accurate and timely information on order status and/or changes
- Provide feedback to the organization regarding service failures or customer concerns
- Work to stay current on customer service, sales and supervisory procedures and practices.
- Developing and maintaining a streamlined means of communicating with sales managers to support sales efforts
- Assists customer service and business partner support teams in troubleshooting orders that require special handling
- Responsible for managing customer orders and return requests
- Regular attendance is required
- Other duties as assigned
Minimum Requirements:
- Must be detail oriented; possess exceptional telephone skills and written/oral communication skills.
- Strong interpersonal skills and the ability to work well in a team environment required. Applicant must be proficient in MS Office Suite
Education and Experience
- This position requires a bachelor’s degree or equivalent number of years of experience. Applicant must possess a minimum of five years of management experience in a professional customer service environment.
- Supervisory Responsibilities
- Customer Service and Business Partner Support teams
- Recruiter to Recruiter Comments
- -Must have good job tenure
- -Minimum of five years as a director in a professional customer service incoming/outbound call center environment