Director, Customer Service

Leviton Manufacturing Company Incorporated • Huntingtn Sta, NY

267d • $145,000 - $175,000

About The Position

The Director of Customer Service is responsible for developing strategies that support and enhance the customer experience and employee engagement while reducing operational costs. This position oversees and enforces all related policies and procedures, day-to-day operations, and the management of customer service teams and is responsible for ensuring a high level of satisfaction and loyalty across all customer interactions.

Requirements

• Analytical skills; identifying trends and areas of improvement.
• Excellent communication and interpersonal skills.
• Strong problem solving and conflict resolution skills.
• Critical thinking and root cause analysis skills.
• Four-year college degree or equivalent work experience.
• A minimum of 10 years' experience in a customer service leadership role managing large teams.
• Proficiency with CRM systems, Power BI and call center software.
• Customer Service strategy development including the implementation of new technology.
• Expertise in customer service metrics and KPIs that measure and optimize performance.
• Knowledge of major retail accounts compliance programs.

Responsibilities

• Develop and execute customer service strategies aligned with company goals that include KPIs to measure overall success and performance.
• Work closely with other departments such as Sales, Marketing, Product management to confirm a seamless customer experience across all touchpoints.
• Manage and motivate a team of customer service representatives, supervisors and managers, consistently providing guidance and development opportunities for continued growth.
• Monitor day-to-day operations to identify areas of opportunity to help optimize practices and target areas that are non-value adds for cost reduction.
• Understand the voice of the customer; Collect feedback and implement areas to improve/enhance the customer experience.
• Handle the resolution of complex customer complaints, working towards a timely and satisfactory outcome.
• Manage all customer compliance programs anticipating all metrics are within expectations each month, avoiding fines and offsets.
• Build strong relations with customers and work with them to plan any exceptions to their order cycle or shipping requirements.
• Evaluate and implement new customer service tools/technology to improve efficiency and self-service options.
• Design and execute customer service training for all levels of staff to ensure a consistent quality of service and support.

Benefits

• Medical, dental, and vision insurance programs
• 401K plans with employer-matching contributions
• Tuition reimbursement
• PTO
• Paid holidays
• Volunteer time off

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Bachelor's degree