Customer Service Director directs and oversees all aspects of an organization's customer service policies, objectives, and initiatives. Develops service level standards focused on reducing response times and providing high customer satisfaction. Being a Customer Service Director establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices. Implements systems to capture and report on service metrics, including any customer feedback or trends in product or service issues. Additionally, Customer Service Director manages resource decision-making and planning. Aligns customer service activities and initiatives to support and enhance the objectives of the organization. Requires a bachelor's degree or equivalent. Typically reports to top management. The Customer Service Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Customer Service Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Director, Customer Service & Inside Sales Position - Southeastern Paper Group
Department : Customer Service / Inside Sales
Functional Area : Sales
Location : Southeast
Number of direct reports : 2 (24 indirect reports)
Position Overview :
The Director of Customer Support and Inside Sales will work with the Customer Service Supervisors, Inside Sellers and CSRs to build and maintain a strong selling, resourceful team and will communicate frequently with Senior Management.
Motivation with accountability will be key attributes of the director when coaching the team to provide exceptional customer service to internal and external customers.
The director will oversee the team in product knowledge, processes, and sales growth by utilizing daily / monthly reports as well as work-withs between management and team members.
Position Responsibilities :
Managerial Responsibility :
Has full managerial responsibility : has direct reports, assigns work to staff, provides coaching and training, sets goals, is accountable for performance evaluation, plans staff development, and makes and approves people management decisions either alone or in collaboration with management and P&P (including recruitment, promotions, terminations, and compensation).
Position Requirements & Qualifications :
We are hiring for the position ASAP and taking interviews immediately. Please submit your resume with good contact information.