Customer Service Leadership Opportunity
Our organization seeks a seasoned Customer Service Director to spearhead our customer service strategy and drive excellence in customer experience, operational reliability, and proactive service. The successful candidate will define, lead, and implement a unified customer service model across international markets, ensuring seamless customer engagement and service delivery.
Key Responsibilities:
- Create and implement processes and standards for customer service, adapting to different customers and markets while promoting continuous improvement.
- Ensure fair distribution of customer workload among the customer service team.
- Develop backup plans for illness and holidays.
- Provide support to individual customer service representatives as needed.
- Foster proactive behavior by informing customers of deviations before they occur.
- Promote accountability within the customer service team.
- Omitimize cash flow performance through efficient invoicing and collection processes.
- Coordinate allocation priorities and propose actions to enhance lead time and improve relationships between customer service and planning teams.
- Foster close collaboration between customer service and sales teams.
- Determine correct responsibilities and tasks split between CS and Sales.
- Lead, coordinate, and supervise customer service functions and tasks, providing necessary training and motivation to customer service team members.
- Interact with product management and business development to understand new products and services.
- Coordinate administrative and logistical support, serving as the primary link with the sales force area.
- Collaborate with IT to develop and improve systems, ensuring SAP implementation is adequate within the customer service department.
- Actively contribute to commercial management team discussions.
Requirements:
- University degree or similar qualification.
- Minimum 5 years of experience in customer service.
- Minimum 3 years of leadership experience in managing a customer service team.
- Fluency in English;
Spanish highly valued.
- Knowledge of paper-producing companies advantageous.
- Advanced user skills in office software (Excel, Word, PowerPoint);
familiarity with SAP and legacy systems beneficial.
- Excellent leadership skills, including communication, organization, coordination, and motivation.
- Results-driven approach with a focus on efficiency.
- Ability to travel at least 30% of the time.