Responsibilities:
- Develop and implement customer service strategies that align with the company’s strategic goals and enhance customer satisfaction
- Create, implement, and monitor key performance indicators (KPIs) to measure service effectiveness and identify areas for improvement
- Lead, mentor, and develop a team of customer service representatives and managers
- Oversee recruitment, training, and performance management for customer service staff
- Design and execute initiatives to improve the overall customer experience and resolve complex issues efficiently
- Ensure consistent and high-quality service delivery across all customer touchpoints
- Identify and implement process improvements to streamline service operations and enhance efficiency
- Develop and maintain service standards and procedures to ensure best practices are followed
- Work closely with sales, marketing, and product development teams to address customer feedback and drive product and service improvements
- Coordinate with operations teams to ensure timely and accurate order fulfillment
- Analyze customer feedback, service metrics, and trends to provide actionable insights and recommendations
- Prepare regular reports for senior management on customer service performance and key issues
- Build and maintain strong relationships with key customers, addressing their concerns and ensuring high levels of satisfaction
- Manage escalated customer issues and resolve conflicts in a professional manner
- Ensure compliance with company policies, industry regulations, and quality standards
- Develop and enforce quality assurance processes to maintain service excellence
Qualifications/Skills:
- 10+ years of experience in a senior customer service role, preferably in the manufacturing sector
- Strong leadership and team management skills with a track record of driving performance improvement
- Excellent problem-solving, communication, and interpersonal skills
- Proficient in Microsoft Outlook, Excel, & Word
- Experience in ERP and CRM systems. D365 experience a plus.
- Ability to analyze data and derive actionable insights
- Experience with process improvement methodologies (e.g., Lean) is a plus
Compensations and Benefits:
We offer a wide range of career opportunities with excellent benefits. Above all, we are looking for passionate, talented, hard-working, nice people with great taste to help us build this brand we love.
- Competitive salary
- 401k with company match
- Participation in company health (medical, dental) insurance plans. Supplemental insurance offered
- Promote work/life balance including paid time off and paid holidays
