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
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