Healthcare Service Line Director jobs in Vincennes, IN

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Job Description

The Director of Retail Customer Service is a leadership role in charge of delivering a seamless experience across all stages and touchpoints in our customer and consumer journeys for our portfolio of cabinet brands that service the retail Home Center and eCommerce business.

They will ensure our customer service teams achieve daily performance targets, all while developing and leading strategies to drive higher customer satisfaction, NPS, and business growth.

A primary focus is oversight of our day-to-day customer care management teams and managing customer escalations for retail brands.

This person will also be responsible for implementing standard work and process improvements, championing problem-solving initiatives to reduce waste and elevate the experience within their respective departments.

In addition, this strategic leader is responsible for developing the vision for, and leading the execution of, our customer experience initiatives.

This includes collaborating with sales teams, digital, marketing, manufacturing sites and other departments to ensure they contribute to providing customers and their end consumers with a world class experience across multiple touchpoints.

Responsibilities :

• Ensure fast and accurate CS response times in order entry, phones, and emails to achieve key performance metrics
• Oversee order intake, order flow, and customer and consumer issue resolution processes
• Utilize Daily Management to monitor performance and identify opportunities for improvement
• Drive problem solving and continuous improvement efforts forward to elevate the experience and reduce waste
• Identify and champion improvement in ratings and reviews process
• Drive continuous improvement efforts to increase Customer Service productivity and service levels
• Leverage and improve technology to drive efficiencies and improve the experience
• Audit competitors and collect feedback from customers to gather data that provides meaningful insights
• Problem-solve to identify and remedy gaps in the customer and consumer experiences
• Lead VSM and lean standard work events to reduce waste and elevate the experience
• Other duties as assigned including participation on project teams outside of primary scope
• Actively coach and develop team members
• Develop strong partnerships with business stakeholders and especially with sales and the manufacturing sites
• Ensure cross functional collaboration to deliver a world class experience throughout the entire purchase journey

Qualifications

• Bachelor’s degree in business, marketing, communication, or another relevant field
• Minimum of 10 years relevant experience, including leadership of sizable teams
• Proven success in transforming a customer service organization and elevating the customer experience
• Proficiency in Word, Excel, and PowerPoint with the ability to data mine and build presentation
• Experience and proven results utilizing lean and continuous improvement processes, preferred

Additional Information

Equal Employment Opportunity

MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC’s policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability / handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws.

MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories.

It is also MasterBrand Cabinets LLC’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Reasonable Accommodations

MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities.

If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at .

• Actual pay will vary based on qualifications and other factors

Last updated : 2024-02-27