Director of Accounting

JOB DESCRIPTION

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Award Winning Customer Service Department Looking for Strategic Director of Customer Service

Position Overview:
1. Policy Development and Deployment
2. Problem Resolution
3. Customer Relations
4. Employee Training and Development
• Must partner with the management team to align customer service department policies and systems with the company's objectives.
• Must oversee customer issues and ensure effective and long-term problem resolution.

Position Summary:
Primarily responsible for maintaining effective customer service for all internal and external Company XYZ customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service Department. Supervises and trains Customer Service Representatives.

Position Responsibilities:
1. Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department
2. Monitors programs and procedures to ensure on-time delivery and customer satisfaction. Maintains in-depth working knowledge of Company XYZ systems and processes.
3. Sets performance standards to meet service goals of company. Coaches Customer Service Team in order to achieve high performance. Structures the training agenda for department members. Measures Customer Service Rep performance and makes employment decisions.
4. Provides feedback to the company regarding service failures or customer concerns. Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
5. Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
6. Assists Customer Service Reps, Reps/Dealers/Sales in troubleshooting orders that require special handling. Responds to customer inquiries and problem solving in a professional and effective fashion. Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company XYZ process knowledge and strong skills in negotiating and selling.

Performs other related duties as assigned.

Reporting to this position are:
• Senior Customer Service Representatives
• Customer Service Representatives
• Customer Service Clerks

Ultimate Responsibility for a 13-person team

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