Director, Customer Service Job Description

Director, Customer Service Job Description

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Director, customer service provides vision and strategy to drive supply chain systems, tools, and metrics improvements across the Collins Aerospace Supply Chain organization.

Director, Customer Service Duties & Responsibilities

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

Sample responsibilities for this position include:

Lead projects to review operational procedures and practices towards the goal of making continuous improvement
Direct the planning and delivery of customer service activities and technical support for HBO Digital Products and services
Define and execute short and long-term customer service and support strategy, leveraging best practices and technology to expand service capabilities, ensuring consistent, high-value and cost-effective service levels
Build and manage a robust customer support team capable of delivering business, experience and technical support for HBO’s digital products
Develop, codify and evolve customer service procedures, policies and standards
Identify and lead the evaluation and delivery of internal and external customer service tools/systems and contribute to digital product development initiatives that aid in overall consumer experience and service delivery
Oversee the day-to-day operations of the customer service organization including ongoing performance evaluation and refinement based upon industry-standard metrics for operational excellence
Leverage broad-based industry knowledge and marketplace expertise to fully understand the impact of emerging trends and technologies on the customer service organization process and tools
Interface with internal and external stakeholders to develop and manage consumer messaging and develop and maintain cross-disciplinary and partner support processes and communications
Serve as escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary

Director, Customer Service Qualifications

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

Licensing or Certifications for Director, Customer Service

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

Education for Director, Customer Service

Typically a job would require a certain level of education.

Employers hiring for the director, customer service 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 Director, Customer Service

Desired skills for director, customer service include:

Ability to utilize COGNOS for budgetary decisions
Communication channel operations
Current and future customer requirements
Human Resource policies and procedures
Important supply chain metrics and goals for priority customers and sales channels
Leading edge tools and technology to simplify and improve customer service
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Desired experience for director, customer service includes:

Advocate for the consumer - ensuring customer feedback is clearly captured and conveyed to enable ongoing improvement of products and services and consumer-impacting messages are delivered in a timely, transparent and productive manner
Oversee the Operations group to ensure staffing and workforce management tools are utilized to provide coverage across work sites Responsible for the management of statistical reports on production and (Key Performance Indicators) are tracked and trends are reported within established timeframes
Manage Quality Assurance standard operating procedures, and evaluate and coordinate business process improvements through a team of analysts that monitor and rate the dimensions of a phone interaction
Familiar with customer service systems and tools
Strong technology background interfacing with IT personnel
7-10 years experience in product development/management with a proven history of being able to develop and execute on a product vision, including successfully launching multiple, large-scale, cross-functional initiatives

Director, Customer Service Examples

1

Director, Customer Service Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of director, customer service. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for director, customer service
  • Review activities, costs, operations and forecast data to determine department progress toward goals and objectives
  • Provides direction, active guidance, and coaching to staff and in integrated project teams
  • Collaborate with key business partners (sales, SCM teams, Finance ) to prioritize issue resolution to ensure service goals are met, sales orders are delivered timely, and costs are minimized
  • Manage within Departmental budget
  • Monitor system functionality as it relates to key order integration and management activities
  • Determine performance standards for CS staff
  • Direct Department hiring activities
  • Ensure a high level of employee engagement and satisfaction
  • Work closely with the Asst
  • Support the global consumer service strategy in support of the Lifestyle Division’s desire to provide best in class global service within the global consumer electronics industry
Qualifications for director, customer service
  • Ability to quickly identify critical decision points and potential issues and provide solutions, articulate business and technical implications/trade-offs, and make recommendations to project and executive leadership team
  • Position requires 8+ years related customer service management experience in a corporate environment
  • Ability to lead a large team and handle multiple tasks
  • A full understanding of the Internet and the online shopping experience
  • Comfortable working in Excel, Word, Outlook, PowerPoint and data entry systems
  • Periodic weekend and holiday work is required
2

Director, Customer Service Job Description

Job Description Example
Our company is searching for experienced candidates for the position of director, customer service. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for director, customer service
  • Review and negotiate contracts, be able to successfully resolve commercial issues
  • To review, improve, update and develop support processes, policies and standards to meet current and future needs of the business
  • Two Regional Managers (one located in Redding, CA and one located in Stockton).Each Regional Manager manages 6 supervisors across a wide geographic territory
  • Provide leadership for managers and supervisors, the 150+ customer service advocates in an inbound call center environment
  • Analyze representative performance data customer interaction results to manage team's performance and to make improvements to the servicing model
  • Establish the strategic direction and ensures program management/customer service standardization and practices are aligned with capacity and performance demands placed on NMC
  • Lead the facility in utilization of best practices in customer service and program management for effective and efficient delivery of product to the customer
  • Establishes 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
  • Ensures organization is prepared for current customer visits regarding order status and/or current production
  • Help Establish realistic customer satisfaction goals and supporting tactics in company business plans
Qualifications for director, customer service
  • Travel required several times per year
  • Excellent organizational written and verbal communication skills with the ability to multi-task
  • Minimum of 8 years Customer Service experience with 3 years experience in leadership role
  • Must be fluent in both English and Mandarin, Can talk with foreigners smoothly
  • Bachelor’s Degree and/or equivalent combination of education and/or experience
  • Ability to forecast, analyze and prepare statistical reports and metrics for turnover reductions, ROI measurement, customer satisfaction, productivity
3

Director, Customer Service Job Description

Job Description Example
Our growing company is looking for a director, customer service. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for director, customer service
  • Set goals and performance standards for a team of up to 15 direct reports including Sr
  • Drive teams, processes, and systems that efficiently and consistently deliver a top-notch Care experience for the customer
  • Monitor the expense process
  • Provide support as required to the business development and client service teams on generation of quotations
  • Support business development in the construction and execution of their strategic account plan(s)
  • Support the generation of project management resource plans to ensure adequate resource is available to meet demand of the customer work load
  • Provide effective support to internal teams and be the internal point of escalation for business related issues that Directors, Senior Project Managers, Project Managers, and Coordinators need support to resolve
  • Prepare regular reports detailing activity, current status and client health for assigned customers
  • Communicate effectively the needs of Kirkhill’s customers to senior management and leadership team within the organization
  • Establish the strategic direction and ensure program management/customer service standardization and practices are aligned with capacity and performance demands placed on Kirkhill facility
Qualifications for director, customer service
  • Build and develop a high performing management team
  • 10+ years experience in developing and managing customer service centers
  • Willingness to work across multiple zones when needed
  • Willingness to submit to a background check and a drug screen
  • Must have experience with ITIL Service Management understanding and certification
  • 10+ years’ experience in Information Technology with demonstrated leadership in developing leading edge application platforms
4

Director, Customer Service Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of director, customer service. 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 director, customer service
  • Directs meetings to resolve accounts and quality problems
  • Develop and maintain a thorough understanding of customer service ordering processes how it interfaces with other interdependencies (Finance, Warehouse, Sales), along with a clear commercial understanding of the business impacts and importance of excellent customer service
  • Provide customer relationship management to create additional revenue opportunities
  • Monitor all complaints logged by relevant division and product grouping
  • Pro-actively identify process improvements and develop new business initiatives to improve the service levels and current processes
  • Provide input into ongoing development of any processes, procedures or software
  • Maintain excellent knowledge of both dental and health care product ranges (attend training as required)
  • Monitor and develop existing processes and protocol in line with changing business need and regulations within the industry
  • Directs the investigation of all situations of prolonged customer service dissatisfaction
  • Develops and maintains an effective department through proper selection, training and assignment of personnel
Qualifications for director, customer service
  • Experience managing technical support centers strongly preferred
  • Ability to travel (domestic and international) periodically
  • 7 -10 years of relevant experience in a senior role
  • Excellent business acumen with the demonstrated ability to develop and implement global strategy
  • Strong interpersonal Communication, Collaboration and influencing skills
  • Understanding of market dynamics, technologies and customer needs
5

Director, Customer Service Job Description

Job Description Example
Our company is looking for a director, customer service. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for director, customer service
  • In-depth understanding of all Customer Service and Claim workflows
  • High levels of interaction with Senior Management of Eligibility, Enrollment, Network, Audit, Legal and IT functions to ensure appropriate connectivity
  • Accountable for enhancing and maintaining Business Continuity plans for Claims and Customer Service groups
  • Oversight and direction of Claims and Customer Service training functions, including new hire training and ongoing staff development
  • Occasional Travel (15%) to US-based operations, and bi-annual relationship management trip to offshore operations in India
  • Demonstrates strong leadership skills through teamwork, effective delegation, employee development, personal development
  • Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries
  • Responsible for developing and ensuring the team meets/exceeds customer service metrics
  • Determines work procedures, prepares work schedules, and expedites workflow of team members responsible
  • Evaluates requests for special pricing
Qualifications for director, customer service
  • Thorough knowledge of GMP
  • Knowledge of drug development process including regulatory filings
  • Experience in demonstrating leadership, influencing and collaboration in a multi discipline environment
  • Will have proven ability to work independently to meet required timelines
  • Will be able to work under pressure, independently and be adept at multi-tasking
  • High sense of urgency, attention to detail and be result orientated

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