Director Of Customer Service

Health Systems Cooperative Laundry•Saint Paul, MN

6d•Onsite

About The Position

The Director of Customer Service focuses on improving customer experience. This role involves managing customer interactions, coordinating efforts across teams, setting standards for customer service, and implementing strategies to measure and improve the overall customer process. Responsibilities include overseeing customer onboarding, data management, process improvement, tracking service metrics, and promoting savings initiatives. Leadership, analytical skills, and operational knowledge are essential to ensure continuous improvement and collaboration to meet customer needs effectively.

Requirements

Bachelor's degree or 10 years' experience required.
Effective communication skills, including both written and verbal.
Ability to analyze data, identify trends, and make informed decisions.
Proven experience in Customer Service, preferably in a manufacturing environment.
Strong leadership, communication, and interpersonal skills.

Responsibilities

Analyze customer costs and implement cost-saving strategies.
Lead continuous improvement initiatives (Lean Manufacturing, Six Sigma, Kaizen).
Implement best practices and monitor performance.
Collaborate with the operations team to resolve issues and ensure satisfaction.
Recruit, train, and develop customer service personnel.
Manage employee & union relations.
Collaborate with HR to resolve conflicts.
Develop and execute strategic plans aligned with company goals.
Identify business growth opportunities.
Manage communication to customers on all escalated support issues, working to a resolution.
Identify and mitigate quality risks, ensuring continuity.
Evaluate and implement new technologies for efficiency and quality.
Ensure management teams are meeting standards and safety requirements.
Ensure company metrics are accurately tracked and met.
Monitor quality standards and conduct audits.
Keep relevant knowledge of various healthcare information related to safety and patient care.
Provide support and leadership to the customer service team.
Assist with escalated customer requests from the customer service team.
Ensure expectations for individual performance are clear and that each team member has adequate tools/information/support to meet expectations.
Evaluate and coach performance to achieve goals.