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