Customer Service Director

Company: Daylight Foods
Location: Union City
Posted on: June 24, 2022

Job Description:

SUMMARY / OBJECTIVE: The Customer Service Director is the leader of a customer service department. In this position, the individual is responsible for overseeing a large customer service team, which manages all customer-oriented need, build, develop and maintain high-performing teams while ensuring process standardization and improvement, manage multiple priorities in a fast-paced environment. Customer service directors must have an eye for detail and an abundance of patience. Dealing with disgruntled customers can be extremely frustrating and draining, and these directors will need to be well versed in de-escalation tactics to keep customers happy.DUTIES AND RESPONSIBILITIES:Working with other management team members to create and implement customer service department goalsTrain new customer service representativesSupervise existing team membersResolve customer complaintsCreate and implement policies and procedures to facilitate a quality customer service experienceRecruit and interview new hiresServe as a point of escalation for all significant planned and unplanned activities that impact multiple orders and customers as well as all issues that can't be resolved by the Customer Service Teams.?Lead or participate in many issue resolution meetings, process improvement meetings,Lead customer service management routine with cross-functional stakeholders.?Hire, develop, mentor, inspire and retain customer service staff.Responsible for the execution of the company s strategic initiatives and will play a critical role in the overall delivery of exemplary support to our customers.Perform other duties as assigned by managementLead a team of direct reports, each with significant responsibility and a broad skill set to handle a wide range of critical order management and customer service situations.Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issuesKNOWLEDGE, SKILLS, AND ATTRIBUTES: 10+ years' experience in Customer Service including 5+ years of management/leadership of a Customer Service teamMust have a background in the produce industry.Excellent problem-solving skillsExcellent organization skillsAbility to perform under pressureAbility to pay close attention to detailStrong computer skills including CRM and Microsoft Office products.Prefer bilingual in English/Spanish.In-depth knowledge of customer service principles and best practices.Ability to respond quickly to changing needs and adapt as necessary to meet new challenges.EDUCATION AND WORK EXPERIENCE: Relevant Bachelor s Degree or equivalent work experience of direct involvement in warehousing and transportation.OTHER DUTIES:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Keywords: Daylight Foods, Union City , Customer Service Director, Executive , Union City, California