Director of Customer Service

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Salary: $140,000 - $175,000 per year

Large Food Manufacturing company that is growing organically and also through acquisition.

• Excellent benefits and work culture
• Key player in Customer satisfaction
• Great tenured team of top producers

Job Details:

We are seeking a dynamic Director of Customer Service to join our thriving manufacturing company. This is an incredible opportunity to lead and enhance our customer service department. The successful candidate will be a hands-on leader with a passion for delivering exceptional customer service and a keen eye for identifying and implementing strategic improvements. This role requires excellent communication skills, a knack for problem-solving, and the ability to work collaboratively with various teams within the organization. The ideal candidate will have 5+ years of experience in a similar role and a deep understanding of customer service KPIs.

Responsibilities:

• Develop and implement a strategic customer service plan that aligns with the company's objectives and enhances customer satisfaction.
• Lead, mentor, and inspire the customer service team to deliver exceptional service, ensuring that all customer inquiries and complaints are handled promptly and effectively.
• Foster strong relationships with customers, acting as the primary point of contact for key accounts and maintaining open lines of communication to keep them informed about order status and any potential issues or delays.
• Collaborate closely with sales and production teams to ensure seamless coordination, resolve any customer-related issues, and drive continuous improvement.
• Oversee scheduling to ensure that customer orders are fulfilled in a timely and efficient manner.
• Analyze customer service data and KPIs to identify trends, monitor performance, and develop strategies for improvement.
• Provide regular feedback to customers, ensuring that they are kept informed and satisfied with our services.
• Develop and implement training programs for the customer service team to ensure they are equipped with the necessary skills and knowledge to perform their roles effectively.
• Establish and maintain policies and procedures that ensure a high level of customer service is consistently delivered.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field.
• A minimum of 5 years' experience in a customer service leadership role, preferably within the manufacturing industry.
• Proven track record of developing and implementing effective customer service strategies.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
• Strong analytical skills, with the ability to interpret customer service data and KPIs to drive improvement.
• Excellent problem-solving skills, with a proactive approach to resolving issues and preventing them from recurring.
• Proficiency in using customer service software and tools.
• Strong leadership skills, with a proven ability to inspire and motivate a team.
• Detail-oriented with excellent organizational and multitasking abilities.

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