Customer Service Director Resume Samples

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BB
B Batz
Blaise
Batz
8442 Jarvis Coves
Boston
MA
+1 (555) 986 9592
8442 Jarvis Coves
Boston
MA
Phone
p +1 (555) 986 9592
Experience Experience
San Francisco, CA
Customer Service Director
San Francisco, CA
Rohan, Spencer and Jones
San Francisco, CA
Customer Service Director
  • Keep the relations with institutions and government concerning counterfeits and consumer right
  • Set performance management goals and review KPI's for workshop, spare parts and call center and ensure that these KPI's are respected, as well as talent development for sustaining and growing talent pool
  • Fluency in both English and Mandarin
  • Manage Customer Representative team and, strategically organize Customer Service daily operations
  • Deliver excellent customer satisfaction on every contract we chop
  • Responsible for regular client satisfaction checks and reports
  • Working closely with other departments to continuously improve result effectiveness
Boston, MA
Customer Service Director Europe
Boston, MA
Johnson Inc
Boston, MA
Customer Service Director Europe
  • Drive the design and implementation of world class customer service offering across Europe
  • Lead, motivate and manage across the European Customer Service function and make Staples Customer Service a Great Place to work
  • Develop standard business architecture for the Customer Service function across Europe, utilising latest thinking in contact management and contact centre technology
  • Support various GTM models for generating sales
  • Manage over 300 repair center and handle any issue related to customer
  • Strategically manage customer service team across China aimed at delivering professional customer service in the industry
  • Be in charge of revenue growth of network service and manage team to deliver operational service and project to achieve high customer
present
Chicago, IL
SAP Global Customer Service Director
Chicago, IL
Bartell-Gleason
present
Chicago, IL
SAP Global Customer Service Director
present
  • Owns and creates service performance review metrics and presentations
  • Provide customer service and support to internal and external customers toward effective management of a project or customer expectations
  • Test system changes and assist with end user training
  • Understand SAP S4/HANA software capabilities and configuration settings and become an established super user of the system
  • Lead the global process design and deployment for the Order to Cash business process of the SAP S4/HANA implementation
  • Other projects and duties as assigned
  • Deliver high quality service to customers with excellent operation and project management, including Call center selection and operation management, project sale support, spare parts management, Quality control and relevant functions
Education Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
Loyola University Chicago
Bachelor’s Degree in Business
Skills Skills
  • Exceptional analytical and creative problem solving skills, strong ability to work with complex and detailed data
  • Proficient at senior management communication; excellent written and oral communication skills
  • Solid interpersonal skills with proven ability to develop and maintain effective business partner relationships
  • Ability to drive and consistently deliver excellence
  • Demonstrated ability to manage multiple tasks and projects, to prioritize, and adapt to a changing environment
  • 5 years professional experience working with Cloud products and the execution of global services for cloud products
  • Strong critical thinking and business curiosity
  • Experience with leading transition and implementation work Ability to influence and manage project outcomes to deliver results
  • Develop knowledge of tools and systems that impact supply chain
  • 15+ Yrs Experience in customer service/contact center
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15 Customer Service Director resume templates

1

Customer Service Director Resume Examples & Samples

  • Deliver high quality service to customers with excellent operation and project management, including Call center selection and operation management, project sale support, spare parts management, Quality control and relevant functions
  • Manage over 300 repair center and handle any issue related to customer
  • Strategically manage customer service team across China aimed at delivering professional customer service in the industry
  • Be in charge of revenue growth of network service and manage team to deliver operational service and project to achieve high customer
  • Keep the relations with institutions and government concerning counterfeits and consumer right
  • Set performance management goals and review KPI's for workshop, spare parts and call center and ensure that these KPI's are respected, as well as talent development for sustaining and growing talent pool
2

Customer Service Director Resume Examples & Samples

  • Manage Customer Representative team and, strategically organize Customer Service daily operations
  • Deliver excellent customer satisfaction on every contract we chop
  • Responsible for regular client satisfaction checks and reports
  • Working closely with other departments to continuously improve result effectiveness
  • Responsible for defining, measuring and regularly reporting Customer Service KPI to improve service efficiency, client satisfaction and renewal rates
  • Identifies, creates and deploys proactive customer experience campaigns that drive client retention and customer success
  • Develop team culture and employee professional skills training with best in class service attitude
3

Customer Service Director Resume Examples & Samples

  • Set objective and lead the team to maximize customer satisfaction through company's value proposition
  • Responsible for ensuring that every customer contact is an effortless experience delivered through effective management the development of our people
  • Active member of the local country leadership team, responsible for all sales, profit, customer & engagement performance metrics within the market
  • Drive efficiency and "waste" reduction through use of Continuous Improvement to improve customer service and free up funds for reinvestment
  • Identify improvements to processes in consultation with relevant stakeholders
  • Drive End 2 End Customer Forum with other functions to ensure customer needs are met and exceeded, to identify area to improve
4

Customer Service Director Resume Examples & Samples

  • College graduate of a 4 year Business Course
  • Six years or more work related experience gained from an insurance or financial services company
  • Personal qualities of integrity, credibility and strong work ethic
5

Customer Service Director Resume Examples & Samples

  • Financial responsibility and management of service business for the region – define and achieve regional service expense plan and HC resource plan
  • Responsible for Regional Service IBP – Integrated Business Planning
  • Achieving Service excellence - ASE in alignment with the Customer Experience team
  • Establish and drive the Service organization to improve profitability of service business, ensure customer satisfaction and retention, ensure renewal rate
  • Lead and manage technical service team leaders, to ensure strategy execution and goal achievement, standardize and harmonization of service tools and processes
  • Service Sales Revenue
  • Service Excellence - Set and achieve support key performance indicators, with best in class benchmark achievement
  • Achievement of service and support customer satisfaction NPS scores
  • Service workload planning and balancing in alignment with customer Experience Director to assure customer experience and service outcomes for both the customer and the business
  • Implement and execute Global and Area service strategy in the region to assure standardization and consistency of outstanding service delivery
  • Assure service compliance with all local and division quality and procedural and process requirements
  • Define regional goals and incentive plans and perform PEx process for service organization within the region
  • Provide leadership and team development and coaching
  • Support talent acquisition, coaching, mentoring and establishing training programs to meet service requirements in Region and in each District and Territory
6

Customer Service Director Europe Resume Examples & Samples

  • Drive the design and implementation of world class customer service offering across Europe
  • Lead, motivate and manage across the European Customer Service function and make Staples Customer Service a Great Place to work
  • Develop standard business architecture for the Customer Service function across Europe, utilising latest thinking in contact management and contact centre technology
  • Act as a direct Senior Advisor on Customer Experience to the European Executive team and directly participate in the establishment of Staples’ Pan European Long term business strategy
  • Support various GTM models for generating sales
  • Both commercial and operational background, preferably with university degree
  • Minimum 8 years of experience in Customer Service, of which 4 years operational
  • Commercial – “customer first” focus
  • Proven results in delivering a sales through service strategy
  • Experience in developing and deploying training programs and change programs that deliver performance improvement and business results
  • Strong knowledge of operational processes and preferably understanding of the full value chain
  • Proven track record in high performing customer teams and contact centres, able to bring industry best practice thinking
  • Experience in managing through complex structures
  • Languages : Fluent in English and 1 other European language
  • Be the expert on Staples Centre of Excellence for Customer Service and associated operating model
  • Entrepreneur in style and approach
  • Strategic thinker whilst highly operational
  • Excellent and articulate communication and presentation skills
  • Strong personal leadership skills, people management and coaching experience
  • Confident in working with leaders at all levels in the organisation
7

Customer Service Director Resume Examples & Samples

  • Align processes and policies across both Customer Services organizations when practical
  • Administers the Customer Services Group in a manner that delivers the highest level of customer service and satisfaction consistent with the organizational strategy and prudent economic policy
  • Identify, adopt and implement best practices across both Customer Services organizations
  • Counsels and advises management personnel responsible for formulation and implementation of policies and procedures related to credit and collection activities
  • Advises and counsels management personnel responsible for maintaining an efficient and responsive customer contact activity
  • Counsels and advises management personnel responsible for the Medical Alert program, Energy Assistance and regulatory entities (PUCO, IURC)
  • Prepares, controls and administers budgets to achieves balanced business results
  • Evaluates methods, procedures and alternative approaches to accomplishing the organizational goals relating to overall performance, cost, efficiency and reliability
  • Develops and implements new and efficient customer service policies and procedures in the Customer Services Group
  • Identify, evaluate and implement new technology that enhances the customer experience in an financially responsible manner
  • Oversees operation of Customer Service storm response
8

Customer Service Director Resume Examples & Samples

  • At least five years of Customer Service experience at a supervisor level in a manufacturing or distribution company whose primary customer base is other businesses
  • Bachelors Degree in business or related field
  • Previous experience creating and implementing improvement initiatives of significant importance
  • Previous ERP experience, NAV experience preferred
  • Previous Aerospace experience a plus
  • Knowledge and experience collaborating with various manufacturing functions to include Planning, Purchasing, and Operations
  • A skilled manager of people who is adept at bringing out the best in each individual
  • Competitive Base Salary and total compensation package
  • Matching 401(k) contribution
9

Customer Service Director Resume Examples & Samples

  • Proven track record of reliability required
  • Professional image and appearance required
  • Strong communication skills required
  • Conflict resolution and decision making, with the ability to lead required
  • Experience leading Union personnel preferred
  • Must be fluent in English and German (written and spoken)
  • Flexible approach to work standards and duties required
  • Fluency in other European languages (written and oral) preferred
  • Public contact / customer service experience required
  • Working knowledge of the region preferred
  • A minimum of 2-3 years previous work experience in airport operations required
10

SAP Global Customer Service Director Resume Examples & Samples

  • Lead the global process design and deployment for the Order to Cash business process of the SAP S4/HANA implementation
  • Understand SAP S4/HANA software capabilities and configuration settings and become an established super user of the system
  • Test system changes and assist with end user training
  • Provide customer service and support to internal and external customers toward effective management of a project or customer expectations
  • Advocate customer’s priorities and requirements internally; ensuring customer concerns are addressed timely
  • Owns and creates service performance review metrics and presentations
  • Experience leading functions in a global environment
  • Knowledge of shared service operations, concepts, practices and procedures
  • Must have project management experience
  • Knowledge of LEAN or other process improvement principles
  • Must have analytical skills, resourceful and well organized
  • Proven ability to lead the implementation and adoption of strategy and process improvement
  • Comfortable working with both high level and lower-level projects
  • Experience in customer facing role implementing solutions or providing services with a high level of accountability
  • Minimum of 7 years related customer service management experience in similar industry with 3 years of management experience
  • BA/BS Bachelor’s Degree
  • Experience with SAP ERP systems a plus
  • Previous experience with CRMs and related technology preferred
11

Customer Service Director Resume Examples & Samples

  • High School Diploma or equivalent school leaving certificate
  • A minimum of 2-3 years previous work experience in airport operations
  • Public contact / customer service experience
  • Proven track record of reliability
  • Professional image and appearance
  • Conflict resolution and decision making, with the ability to lead
  • Must be fluent in English and Portuguese (written and spoken)
  • Flexible approach to work standards and duties
  • Must be able to live and work in Brazil without visa sponsorship or support
  • Successful completion of interview required to meet job qualification
  • Must be able to work any shift/any day including holidays, weekends and/or nights in a 24 hour operation
  • Attendance is required at work location
12

Customer Service Director Resume Examples & Samples

  • Responsible for the overall management of DJO Global customer service operations at all sites
  • Defines and plans the achievement of customer service objectives for the call centers
  • Establishes center-level policies, procedures, and product/service standards to ensure quality and efficiency, as well as compliance with government regulations and company policies
  • Oversees customer issues and ensure effective and long-term problem resolution
  • Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes
  • Directs other managers as needed to accomplish goals, resolving the most complex problems or inquiries
  • Provides feedback to the company regarding service failures or customer concerns
  • Maintains overall responsibility for the unit meeting its performance goals. Manages center budget and financial goals
  • May oversee incentive compensation plans to determine goals, enhance effectiveness and/or increase productivity
  • May establish reward and recognition programs to enhance performance production
13

Customer Service Director for DHL Express Denmark Resume Examples & Samples

  • Take part in and ensure the smooth consistent daily running of the Customer Service across teams including coaching KPI-management, securing workforce management planning and calibrating quality standards
  • Be Chief Energy Officer for the CS management team and play an active part in engaging our motivated managers and CS international specialists and achieve high levels of engagement and motivation for the benefit of our work place and the customer experience
  • Be custodian of our customer experience by collecting Voice of Customer, responding to escalated customer complaints and drive initiatives to enhance our Insanely Customer Centric service offering across functions
  • Coach and liaise with stakeholder on projects, challenges and optimizations within the framework of our DHL Express standards
  • Coach and develop the CS management team and support their leadership of their teams
  • Be part of the Senior Management Team in DHL Express Denmark
14

Customer Service Director Resume Examples & Samples

  • Personnel Management
  • Ensure employees are entering time against the correct projects
  • Ensure time and expense deadlines are met
  • Adhere to Oracle and ACM employee supervision policies and practices
  • Develop and deliver Performance appraisals
  • Manage & Mentor direct reports
  • Identify and address training needs of employees
  • Manage within commercial entitlements and drive reference ability, customer satisfaction and delivery margin targets
  • Manage cost and expense of customer related activities
  • Ensure strong customer communication process is in place
  • Work with renewal reps to secure contract renewals
  • Establish high level relationship with customer executive leadership
  • Perform project oversight and awareness for all projects affecting the customer
  • Provide oversight and compliance of customer delivery in the areas of governance and entitlements
  • Keep Department Heads aware of critical issues
  • Provide Department Heads with regular reports
  • Coordinate Decommission customer retention activities
  • Be responsible for Service Level and contract management
  • Actively recruit and maintain referenceable customers
  • Ensure that key information is accurate about each customer in portfolio
  • Ensure that entitlements are tracked and delivered as per the associated contract
  • Proactively work to improve internal processes
  • Identify new service opportunities and work closely with Sales to cultivate them
  • Develop and manage a customer account plan
  • Develop a strong relationship with customer’s leadership team
  • Work to identify and grow upsell opportunities in their customer base
  • Assist Managed Cloud Services Sales in securing new logo sales
  • Strong Program Management Skills
  • Experience in delivering infrastructure and/or application projects, preferably using the Managed Cloud Services standards and processes
  • Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business
  • Ability to interact and communicate at an executive level with the customer and internally
  • Excellent team player
  • Ability to lead, mentor and motivate a team
  • Strong organizational skills and detail oriented
  • University degree, with post graduate technical or management qualifications or other relevant experience
  • ITIL Foundation Certification in IT Service Management
15

Customer Service Director Resume Examples & Samples

  • Deliver results against a defined set of objectives that includes tactical metrics, strategic innovation and cross functional collaboration between disparate organizations internally
  • Develop, implement and maintain effective internal and external communication
  • Develop and maintain effective management of staffing, training, coaching, performance standards, and supervision
  • Manage metrics, customer satisfaction, and reporting on statistical performance levels related to the business
  • Develop analytic, strategic and technical resources to meet client expectations and insure satisfaction
  • Manage escalations and collaborate with peers
  • Ancillary project management
  • Minimum 7 years of Call Center/Contact Center/Technical Operations management experience at a senior management level
  • 5 years professional experience working with Cloud products and the execution of global services for cloud products
  • Strong negotiation, interpersonal, written,oral communication and presentation skills required
  • Travel to 25%
16

Customer Service Director Resume Examples & Samples

  • 12+ years of experience relevant to this position, including 3 years of project and portfolio management experience
  • Second-level management experience preferred
  • Proficient at managing managers and large teams
  • Demonstrated ability to successfully manage projects of increasing complexity with commensurate professional sophistication. Comfortable working in matrix management environment
  • Strong influencing/negotiation skills to deal with internal stakeholders, customers, and vendors. Product, technology or industry expertise relevant to the portfolio focus
  • Proficient in using influencing and negotiation techniques and tools
  • Undergraduate degree or equivalent experience
17

Customer Service Director Resume Examples & Samples

  • Provide leadership in guiding the team to think both tactically and strategically in the delivery of support
  • Manage projects as assigned as to meet operational strategy
  • Preferred experience supporting, installing or developing solutions with Simphony, Oracle Hospitality Reporting and Analytics, Oracle Hospitality Inventory Management, Oracle Hospitality Labor Management, or Oracle Hospitality Gif and Loyalty
  • Demonstrated strength in negotiation, interpersonal skills, written and oral communication, and presentation skills required
18

Customer Service Director Resume Examples & Samples

  • Participates as member of the management team to develop unit objectives, strategies, and operational planning
  • Manages expenses, develops & monitors productivity goals and prepares progress reports
  • Provides feedback and input into the development of workflows, procedures and enhancements
  • Helps build a strategically agile organization
  • Empowers employees to make changes by guiding and coaching them
  • Develops trust by fulfilling personal commitments
  • Holds open, candid and transparent conversations. Fosters a secure environment to learn and express ideas
  • Promotes health and well-being of employees
  • Manages the daily operation and works to support and implement service and efficiency improvements. Ensures adherence to all policies, procedures, programs, and workflows
  • Effectively manages business operations, key customer trends, financial performance, and compliance with regulatory factors; and company policies; manages risk and drives results
  • Manages to all elements of capacity and resource planning including attrition, shrinkage, efficiency, etc
  • Drives continuous and sustainable service performance and growth through the use of LEAN techniques including application of MassMutual Way Foundational Standards. Creates a culture of high performance and innovation
  • Ensures employees understand how their role impacts the business and our customers. Establishes and assesses the achievement of realistic, challenging objectives through ongoing coaching and formal performance evaluation
  • Fosters a positive team environment and provides ongoing guidance and career development opportunities to direct reports. Develops and motivates staff driving to high levels of engagement and satisfaction
  • Maintains field and policyholder goodwill by assuring prompt servicing of calls, and inquiries; meets expected timelines. Consistently delivers on service commitments and takes ownership for resolving escalated and/or complex requests
  • College degree and/or equivalent experience
  • Ability to collaborate and maintain strong working relationships
  • Ability to lead and motivate large teams while meeting operational and financial objectives
  • Exposure and experience with Change Management skills/methodologies
  • Works well in diverse, fast paced and dynamic professional environment
  • Demonstrates strong energy level and a passion for performance excellence and talent management
  • Demonstrated proficiency in Microsoft Excel and PowerPoint
  • Non-registered fingerprint (NRF) required
  • Candidate must have the ability to work in the US without requiring sponsorship
  • Financial Services product and industry experience
  • 3 years previous customer service and/or operational experience in a leadership role
  • Flexible, can-do attitude, self-motivated, self-sufficient and ability to work effectively with peers and business partners
19

Customer Service Director Resume Examples & Samples

  • 10+ years’ work experience in international logistics, operations and Customer Service in
  • Fashion and consumer goods industry
  • SAP and FMS experience required
  • Strong communication, influencing and presentation skills
  • Ability to self-motivate, use intuition and high level of commitment and drive
  • Exhibits strong verbal and written skills in business English
  • Encourages collaboration and effectively communicates across various levels
  • Ability to motivate, lead and develop team members
  • Flexible approach, with ability to adjust to competing and shifting priorities
20

Customer Service Director Resume Examples & Samples

  • Hire and manage a team of Support Delivery Operations leaders (Spares Planning, Inventory Management and Program Management) providing proactive and hands on leadership/mentoring
  • Manage cross-CSS and cross-company initiatives while maintaining world-class customer satisfaction in spares on time delivery performance
  • Serve as a focal point as needed for customer/partner and field escalations to resolve issues quickly for the benefit of the customer and Juniper Networks
  • Train, coach and develop current team
  • Identify and develop new opportunities for improving customer satisfaction with a positive margin contribution
  • Drive seamless onboarding processes and work cross-functionally with our third party support providers for mutual customer success
  • Develop and implement tailored programs that provide continued value to the customer, ensure renewals and drive long-term account growth
  • Drive cross-functional projects to support supply chain optimization. This includes driving the project management, thought leadership, solution innovation and change management
  • Own benchmarking and market intelligence
  • Lead the formulation and execution of strategic initiatives and the processes, tools and systems needed to support them
  • Independently develop and refine project scope, structure, and approach. Identify key issues, guide and execute analysis, develop conclusions, and present findings to members of the leadership team
  • Anticipate roadblocks, both intellectual and political, and proactively address issues before they impact business results
  • Develop knowledge of tools and systems that impact supply chain
  • Prepare presentation documents and update to all levels of management
  • 7+ years relevant work experience in one or more of the following areas: support delivery, logistics, order operations, sales operations, product management and project management
  • Expertise in dealing with large scale, technologically complex end to end business processes
  • Proven record of navigating, escalating and leading efforts on complex customer requests or projects involving multiple parties and enterprise systems
  • Strong interpersonal skills required to function both in a team environment and to build relationships with our CSS colleagues, company leadership and business partners
  • Ability to understand customer requirements from quote to issue resolution
  • Bachelor’s degree or equivalent experience. Demonstrated ability to think globally/strategically and frame new and complex issues - a serious thought leader that can make strategic choices and help focus the organization on the most critical and value-added activities
  • Exceptional analytical and creative problem solving skills, strong ability to work with complex and detailed data
  • Experience with leading transition and implementation work Ability to influence and manage project outcomes to deliver results
  • Strong critical thinking and business curiosity
  • Proficient at senior management communication; excellent written and oral communication skills
  • Ability to drive and consistently deliver excellence
  • Solid interpersonal skills with proven ability to develop and maintain effective business partner relationships
  • Demonstrated ability to manage multiple tasks and projects, to prioritize, and adapt to a changing environment
  • Role model for the Juniper Way