Customer Service Director Job Description

Customer Service Director Job Description

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Customer service director provides transparency to the cost and value of IT products, services and systems; ensuring spend is aligned to corporate goals and budget to run IT as a business.

Customer Service Director Duties & Responsibilities

To write an effective customer service director job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service director job description templates that you can modify and use.

Sample responsibilities for this position include:

Lead the development and execution of consumer service strategies to support consumer service, marketing and revenue goals associated with the Americas region
Communicate internally with Regional and District Managers
Provide effective leadership to direct reports incorporating performance management practices through individual performance plans, periodic reviews and feedback sessions, coaching and development, oversee and advise direct reports on the performance management process for associate level employees within their group
Collaborate with top customers to hold quarterly operations meetings to discuss UA & Customer metrics as it relates to fill rates and on time deliveries
Successfully develop, manage and motivate a staff that spans across all publishing markets nationwide
Analyzes and reports performance data on key departmental initiatives
Lead the SIK CoE Assisted Activation Operations
Reviews expense process and oversees budgets and constraints to assure expense goals are met
Evaluates root cause analysis to eliminate reoccurring customer issues
Provides oversight and thought leadership in proposing process changes and documenting and prioritizing business requirements to streamline processes through the development, enhancement, integration, and rollout of new and existing systems

Customer Service Director Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Service Director

List any licenses or certifications required by the position: ITIL, APICS, PMP, IBF, CPM, V3, ETOM, NMLS, HDI

Education for Customer Service Director

Typically a job would require a certain level of education.

Employers hiring for the customer service director job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Business, Management, Education, MBA, Business/Administration, Healthcare, Engineering, Business/Management, Technical, Finance

Skills for Customer Service Director

Desired skills for customer service director include:

Region
Orange products and services
Microsoft Office programs
Products
Opportunities and corporate personality and align it with CompuCom’s value proposition
Position
Values
Your customers brand
Business processes
Company systems

Desired experience for customer service director includes:

Ability to effectively partner with key leaders across the organization to align customer service strategies with broader business priorities and consumer communications
Experience developing business cases and ROI-based-point of view to drive and advocate for action
Outstanding presentation skills, including experience creating and delivering presentations to senior (c-level) executive teams and driving to desired decision or outcome
Strong people-management skills and ability to grow team members and expand team
Agile and flexible with regards to changing priorities and business needs and in working with diverse teams and people
Strong multi-tasking skills, ability to balance meeting critical deadlines while maintaining strong relationships with business teams, internal technical teams and vendor partners

Customer Service Director Examples

1

Customer Service Director Job Description

Job Description Example
Our growing company is looking for a customer service director. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service director
  • Manage and oversee the US outsourced consumer service centers
  • Lead the Americas call center operational teams (in sourced or outsourced) to ensure that global service level targets are at a minimum met and generally exceeded achieving the objective of world class consumer service
  • Develop, track and communicate key performance indicators (KPI’s), drive corrective & improvement actions based on KPI data always striving for an improved service experience and more efficient management of this important regional service operation
  • Ability to truly lead people and teams on a virtual level and be focused on developing great talent
  • Be able to keep workload balanced in a consistently changing product and technology environment
  • Direct Ecommerce channel support – “Support direct ecommerce sales channel and drive telesales revenue through product up sells and incentive-based programs for agent.”
  • Ability to manage the financial aspects of the service operation which would include management of cost targets for running the consumer service operation
  • Manage staff resources to ensure all aspects of project receive support and attention
  • Direct management staff to document support needs into defined knowledgebase articles for call center agents
  • Develops and sustains customer relationships through direct interaction, responsiveness and accountability
Qualifications for customer service director
  • Ability to work in fluid environment with changing priorities
  • 15+ years’ experience in managing global order to cash (consumer direct and bulk/b2B), customer support, technology service support, ecommerce, and social media delivery organizations
  • Extensive successful experience managing outsource partners showing improvement in customer experience
  • Knowledge of product technical support delivery services best practices and delivery support technologies
  • Sound knowledge and work experience managing social media support channels, including Facebook, blogs, forums and communities
  • Demonstrates solid understanding of product support delivery solutions, including telephony and large scale knowledge base/self-help delivery systems
2

Customer Service Director Job Description

Job Description Example
Our growing company is looking to fill the role of customer service director. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer service director
  • Ensure the effective receipt and shipment of goods to Customers and raw materials to support production in EMEX
  • Participate in all major customer related decisions for the Brea facility
  • Direct the US call center operations with the support of a management team
  • Ensure that Customer Service Support staffs are providing excellent service to sales forces of all divisions, including the processing of sterile sample orders, Sales Rep Assigned Inventory orders for capital equipment, trade show & literature requests, product returns and database maintenance requests
  • Focus on developing CS Management Staff so that they are continuously delivering World-class Performance to our customers
  • Design, direct and scale the global recruitment brand strategy and campaign for Global CS
  • Provide leadership to site recruiting teams and direct effective recruitment and retention programs globally
  • Develop and employ recruiting strategies, in partnership with local team, that allow for effective candidate identification and acquisition
  • Partner and provide thought leadership to CS leadership to define, pivot, and iterate recruitment strategies based on business needs
  • Own the product relationships on behalf of the customer services team
Qualifications for customer service director
  • Directs the operation of a multidisciplinary customer contact center to ensure the optimal use of financial, human and material resources necessary to deliver stated business objectives
  • Identifies opportunities to enhance operational efficiency and maintain industry-best service levels through the use of improved technologies and tools
  • Researches and forecasts internal client needs for contact center support
  • Series 7 and Series 24 or ability to obtain in 90 days
  • Sales experience in sports environment
  • Four year degree/or equivalent from an accredited university in Business, Human Resources or related field
3

Customer Service Director Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of customer service director. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service director
  • Establish facility communication policies and practices to disseminate program requirements, monitor schedules and surface issues to ensure satisfactory completion of contract requirements within schedule and budget constraints
  • Ensure the organization is prepared for current customer visits regarding order status and/or current production
  • Establish attainable customer satisfaction goals and supporting tactics to achieve company business plans
  • Identify program/contract risks and manage appropriately, escalating as appropriate for visibility to the Brea management team
  • Define, plan and execute organizational goals and objectives as related to life claims, customer service, recordkeeping and administrative services needs within OSGLI, including ensuring the Key Performance Indicators for the operation are achieved
  • Support the development and execution of OSGLI’s Lean program within the operation
  • Oversee all aspects of performance management for claims, customer service, and administrative services teams
  • To provide effective management and leadership to the Customer Service function of the RCO, including rewards, complaints and ensuring that service and efficiency targets are achieved and maintained
  • Direct the attainment of key performance indicators including service level, quality, sales, revenue, productivity/efficiency, reliability, and attrition objectives
  • Act as the lead decision maker within the support function and work with Sales & Marketing teams to promote and deliver value added services
Qualifications for customer service director
  • In depth understanding of software testing and QA process
  • Ability to work with multiple vendors and manage the SLAs with them
  • Solid understanding of Internet architecture, object oriented design, design patterns, client/server, and development methodology and integration with legacy system
  • Proven track record of technical project management experience
  • Strong understanding and knowledge of industry trends and ability to effectively gather desired industry knowledge/data, and adapt to appropriate change
  • Leadership and vision
4

Customer Service Director Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of customer service director. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service director
  • Achieve key performance metrics, including consumer satisfaction, quality, compliance, employee engagement and financial objectives
  • Communicates and reinforces a clear set of objectives and performance expectations ensuring linkage to UHC’s mission, strategy and business plans
  • Direct overall operations, determine performance objectives / metrics and define tools to measure progress and ensure consistent achievement of business objectives
  • Attract, hire, develop, and retain the talented people needed to move the needle on our DHL customer experience
  • Meet or exceed key performance metrics, including escalation rates, case resolution times, complaint rates, product launch effectiveness, and customer loyalty
  • Analyze and make recommendations based on volume trends and other factors for forecasting future customer
  • Accountable for maintaining and improving all applicable Quality and Performance measures (Service Level Agreements, Net Promoter Score, Claim Inventories, ) associated with Claims and Customer Service functions
  • Leadership, strategic oversight and management of over 150 domestic employees, including management teams, distributed across multiple work functions and office locations
  • Strategic management of relationship with offshore partners, including monitoring of productivity, staffing, and interaction/integration with onshore processes and staff
  • Maintaining appropriate staffing levels, including proactive forecasting based on projected sales, attrition, and business needs, for Customer Service and Claim functions independently
Qualifications for customer service director
  • Willingness to travel (up to 20%) both internationally and domestically
  • Strong relationship development/collaboration a broad set of stakeholders across the company
  • 10+ years leading high performance recruiting teams in a customer service environment
  • Excellent change management and change leadership skills
  • Science Degree and/or apprenticeship and/or 10+ years of equivalent work experience
  • Formal project management certification preferred
5

Customer Service Director Job Description

Job Description Example
Our company is hiring for a customer service director. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service director
  • Responsible for 30+ worldwide headcount
  • Communicate service vision clearly and influence at all levels within the organization
  • Lead management and/or team member training related to Service Culture
  • Partner with the Human Resources on an as needed basis to design/create, integrate and lead training that enhances supervisor and team member behavioral skill sets
  • Analyze quantitative and qualitative data (e.g., customer satisfaction survey data) to evaluate critical touch points in the customer journey
  • Partner with operational departments to establish service standards and metrics
  • Work with the leadership teams to create service recovery programs
  • Use analytical skills and ability to influence key leaders during the development of service process standards, improvements, and measurements
  • Represent and communicate the customer’s views during intra-property meetings pertaining to service, event planning, and new product introductions
  • Design, develop and implement tools to facilitate service observations, direct service measurements, and informal customer interactions, in-order to evaluate effectiveness of key service delivery systems
Qualifications for customer service director
  • Demonstrated ability to influence outcomes, utilizing effective communication skills and change management practices
  • Experience delivering customer service in domestic and international markets
  • Minimum 7 years of experience taking applications live in a production environment and determining scalability, reliability, capacity planning requirements
  • Strong influence and customer management skills
  • Will have ability to lead teams that may involve multiple sites
  • Customer related experience and excellent customer facing skills - desire to meet and exceed customers’ expectations

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