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SUMMARY:
The Customer Service Director is responsible for leading a multi-site Customer Service organization with a clear vision and strategy to drive operational excellence.
The Customer Service Director is responsible for leading a multi-site Customer Service organization with a clear vision and strategy to drive operational excellence.
ESSENTIAL FUNCTIONS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Oversee Customer Service quote-to-cash functions to ensure process control, and compliance.
Provide vision, strategic direction, planning, and execution to meet/exceed organizational goals.
Recruit, interview, hire, train, and coach a multi-site team of Customer Service personnel.
Grow performance management process that drives accountability for individual and team goals, while recognizing exceptional performance.
Draft, implement, and execute policies and procedures to facilitate a quality customer service experience for GSS’ customers.
Build out and monitor KPI’s, metrics, and SLA’s to ensure adherence to contractual requirements and to drive continuous process improvement.
Grow employee engagement and foster a positive and productive culture through dynamic leadership.
Work effectively with cross-functional leadership and stakeholders, including Sales, Marketing, SMG, IT, and Logistics.
Maintain in-depth knowledge of the company’s business, systems, and processes.
Develop and monitor customer satisfaction based on the voice of the customer (VOC). Proactively implement strategies to improve service and drive customer loyalty.
Lead the customer service team through technology implementation/upgrades. Continue to convert to a data driven approach to improve service to GSS customers.
Required Education and Experience:
Bachelor’s Degree in Business or related field
10+ years of experience with increased responsibility in Customer Service
5+years in a supervisory capacity
5+ years in managing teams of 40+ employees in multiple sites
Expert in order-to-cash process and extensive knowledge of Customer Service principles and practices
Experience with both domestic and international commerce and familiar with import and export operations
ERP experience required
CRM experience a plus
Required Knowledge, Skills, and Abilities:
Excellent interpersonal, verbal and written communication skills
Strong analytical and problem-solving skills
Highly organized with keen attention to detail
Effective leadership skills to build, develop, manage, and drive a team’s performance through coaching and motivation
Excellent listening skills and emotional intelligence
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.
Limited travel may be required.
AAP/EEO Statement:
Government Scientific Source (“GSS”) is a covered federal contractor or subcontractor subject to the requirements of the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), as amended, and Section 503 of the Rehabilitation Act of 1973, as amended. As such, GSS is bound by the terms of VEVRAA and Section 503, and shall not discriminate against individuals with disabilities, and is committed to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities.
It is the policy of Government Scientific Source (“GSS”) to provide equal employment opportunity (EEO) to all persons for employment regardless of race, color, religion, sex, national origin, age, disability, veteran status or any other characteristic protected by law.
As a federal contractor, GSS is subject to the Safer Federal Workforce Task Force which requires covered contractor employees to be fully vaccinated by January 18, 2022.
GSS offers excellent benefits, including health insurance, FSA/DCA, 100% company-paid life and disability insurance, 401(k), profit sharing, PTO, tuition reimbursement, flexible schedule, onsite fitness room, and more!
