Director of Customer Care

Chefs Warehouse•Dallas, TX

About The Position

This is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology. You will be responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels.

Requirements

Extensive experiencing of managing operational customer service teams
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Proven Management and/or relationship management experience at a senior, strategic level role.
Demonstrate ability to motivate and communicate with others at all levels
Influential relationships skills at all. Able to use these relationships to deliver service improvements
Excellent communication and negotiation skills.
Able to adapt and succeed in a changing environment
Evidence of well-developed leadership skills.

Responsibilities

Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures
Create a culture and processes which achieve the business goals and objectives with regards to their customer service
Reduction of the cost to serve
Empower and Engage the Customer Service Team
Identify new tools and technologies to better serve the customer
Drive better sales through service
Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers.
Act as the Voice of the Customer across the organization.
Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
Define, negotiate and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.
Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements
Continually develop improvements and embed successful change projects.
Drive quality and consistency
Partner with Client relations to optimize existing Client profitability through business planning and collaboration and deliver increased revenue streams.