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Form of workJOB SUMMARY
We are seeking an experienced and dynamic Customer Service Director to lead the development of our Customer Service function from the ground up. This is a unique opportunity for a strategic leader who is passionate about building a customer-centric culture and driving excellence in Customer Service.s
DUTIES & RESPONSIBILITIES
- Strategic Development: Design and implement a comprehensive Customer Service strategy that aligns with our company's goals and customer expectations.
- Team Building: Recruit, train, and manage a high-performing Customer Service team. Foster a culture of continuous learning and improvement.
- Cross-Functional Collaboration: Act as the organizational glue, bridging operations, commercial, and support functions such as finance, IT, and legal. Ensure seamless integration and collaboration across departments.
- Process Improvement: Identify and eliminate internal barriers to provide efficient and effective Customer Service. Implement best practices and innovative solutions to enhance customer satisfaction.
- Communication: Maintain clear and effective communication channels within the team and across the organization. Ensure timely and accurate dissemination of information to all stakeholders.
- Performance Metrics: Develop and track key performance indicators (KPIs) to measure and improve the quality of Customer Service.
- Customer Advocacy: Be the voice of the customer within the organization, ensuring that customer feedback is heard and acted upon.
- Crisis Management: Handle complex customer issues with a sense of urgency and tact, ensuring swift resolution and minimal impact on customer satisfaction.
SUPERVISORY RESPONSIBILITIES
- Hiring
- Onboarding
- Training
- Performance management in the Field Service and Support department
QUALIFICATIONS
Required:
- Bachelor's degree in Business Administration, Communications, or a related field. A Master's degree is a plus.
- Proven experience in building and leading a Customer Service department.
- Strong leadership skills with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills.
- Experience in cross-functional collaboration and working as a liaison between various departments.
- Strong problem-solving abilities and a proactive approach to addressing challenges.
- Ability to work under pressure and manage multiple priorities.
- Quality focus with the ability to follow detailed procedures, create documentation of processes and maintain compliance with regulatory guidelines.
- Ability to identify, analyze information, solve customer issues, and resolve conflict.
- Adaptable and takes initiative to improve processes and systems.
- Ability to work independently and within a team.
- Must be proficient on MS Windows, MS Excel, and MS Word
- Must be proficient with EPICOR or similar ERP systems.
- Experience with Salesforce
COMPETENCIES
- Decision quality
- Drives results
- Organizational Savvy
- Drives vision and purpose
- Strategic Mindset
- Builds effective teams
PHYSICAL DEMANDS & WORK ENVIRONMENT
- Must be able to remain in a stationary position and operate office equipment for a prolonged period of time.
- Physical activities include, but not limited to constant manual dexterity, moving about the work site, and/or handling objects weighing up to 20 lbs.
- Other infrequent physical activities include, but not limited to, positioning self to complete assigned tasks, and ascending/descending floors and/or ladders.
- Occasionally work around moving mechanical parts.
- Must be able to work in a schedule that commensurate with business operation, including work during weekends, holidays and/or times outside of normal business hours.
- Must be able to travel as business necessitates (up to 10%)
Disclaimer:
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
THINK Surgical, Inc. ("THINK") is committed to hiring the best qualified candidates for approved positions while engaging in recruitment and selection practices that are in compliance with all applicable employment laws. It is the policy of THINK to provide equal employment opportunity for employment to all applicants and employees, regardless of any protected status. Any qualified applicant or employee with a disability who requires an accommodation in connection with his/her employment at THINK should contact Human Resources and request an accommodation. THINK also participates in E-Verify, a web-based system that allows THINK to confirm an employee's eligibility to work in the United States.
Actual compensation offered will depend on several factors including but not limited to geographic location, work experience, education, skill level, and/or other business and organizational needs.
THINK Surgical, Inc. also participates in E-Verify, a web-based system that allows THINK to confirm an employee's eligibility to work in the United States.
- Pay Type Salary
- Max Hiring Rate $180,000.00
