Director Customer Service

Key Responsibilities

• Lead and mentor customer service teams, fostering a high-performance, service-oriented culture
• Ensure the team has the necessary skills and resources to support the company’s objectives.
• Manage the performance of direct reports, providing feedback, guidance and regular coaching resulting in continuous improvement
• Develop shared service model for workload between plants
• Form cross-functional project teams for issue resolution
• Standardized SOPs, workflows, best practices across sites
• Consistent new hire onboarding and ongoing training protocols
• Full ownership of ERP readiness from a customer service perspective. Includes training, and workflow mapping.
• Monitor and manage workload distribution
• Address employee relations issues and identify training needs. Exercises judgment and act appropriately within defined regulations, client requirements, policies and procedures for properly handling issues/problems. Ensure issues are effectively resolved. If issues continue, promptly notify management or senior management and put together a project team capable for resolution.
• Establish Key Performance Indicators (KPI’s), and report results following standard protocol. Identify performance trends and risks and report upward.
• Champion the voice of the customer, using customer survey feedback. This may require extracting, synthesizing, and analyzing system data.
• Ensure a positive customer experience by addressing customer needs and resolving issues effectively.
• Develop business and performance reports for customer review meetings
• Respond to customer and team requests for service and assistance.
• Ensures production management has the correct procedures and instructions.
• Provides expert advice and consultation to management.
• Establishes checkpoints on work-in-progress to guarantee accuracy of work performed. Communicates to plant personnel, sales department and customer.
• Understanding of customer requirements and expectations to ensure contract compliance.
• Act as a liaison between the customer service department and other divisions in the company.
• Ensure that accounts are maintained by following ethical and legal business practices.
• Collaborate with other departments to improve customer service processes and outcomes
• Complete normal business reports as required
• Other duties as assigned

Qualification & Requirements

Basic Qualifications

• Some college required. Bachelor’s degree preferred.
• Requires 3 years of experience in managing teams or projects. Typically requires advanced technical and business knowledge in multiple disciplines / processes. Minimum of 10 years relevant work experience (Consistently displays high performance levels of work).
• Strong computer skills requiring Office Suite and other pertinent programs in PC or Mac.
• Requires mastery of technical and business knowledge in multiple disciplines/processes. Minimum of 5 years relevant work experience (Consistently displays high performance levels of work).
• Travel required

Preferred Skills

• Printing Industry – Knows competitors and how they operate; understands product flow and supply chain logistics as they relate to printing production and has and comprehensive understanding of the print process.
• Demonstrated leadership, analytical, communication and problem-solving skills and the ability to act/decide accordingly. Ability to collect, synthesize and research complex or diverse information. Exceptional customer service and the ability to plan organize and exercise sound judgment.
• Ability to read, analyze and interpret complex documents, professional journals and governmental regulations. Ability to outline report requirements, detailed business correspondence, policies and procedures. Ability to give effective presentations to management and large groups.
• Ability to comprehend and apply the principles of advanced mathematics and statistical theory such as probability and statistical inference, fractions, percentages, ratios and proportions to practical situations. Strong organizational, analytical, project management and problems solving skills.
• Ability to deal with problems involving abstract and concrete variables.Personally motivated to drive for results and success despite obstacles and opposition; Is able to make adjustments to accommodate
• changing situations, responds resourcefully to achieve better results.
• Position has authority to waive or deviate from established practices, policies with GM approval.
• Position provides consultation or expert advice to management. Investigates and resolves issues of significance on behalf of management.
• Task orientated with ability to think and manage at a strategic level.
• Oral and Written Communication – effective listening skills; listens to ideas and suggestions of others; ability to read; Ability to use common sense and understanding to carry out detailed written and oral instruction and understand instructions, correspondence, memos,
• Competently interacts with individuals at all levels

Physical Requirements

• Experience prolonged sitting and to regularly stand, walk, carry, climb, reach and lift up to 50 pounds.
• Frequent exposure to manufacturing environment with one or more unpleasant of hazardous conditions including and not limited to exposure to dust, dirt, high noise levels, chemicals, etc. 21% to 50% of work time.
• Incumbent regularly required to hear, speak, articulate, and use color vision.
• Occasional travel may be required.

Benefits

Our Company offers a competitive salary and comprehensive benefits package including but not limited to:

• Medical
• Dental
• Vision
• Life insurance
• Short & long-term disability
• 401k
• PTO
• Company-paid holidays.