Customer Service Director directs and oversees all aspects of an organization's customer service policies, objectives, and initiatives. Develops service level standards focused on reducing response times and providing high customer satisfaction. Being a Customer Service Director establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices. Implements systems to capture and report on service metrics, including any customer feedback or trends in product or service issues. Additionally, Customer Service Director manages resource decision-making and planning. Aligns customer service activities and initiatives to support and enhance the objectives of the organization. Requires a bachelor's degree or equivalent. Typically reports to top management. The Customer Service Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Customer Service Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
We're looking for people who put their innovation to work to advance our success - and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.
WHAT YOU WILL EXPERIENCE IN THIS POSITION:
In this position in our Electrical and Fastening Solutions segment, you are responsible for leading and overseeing all aspects of customer service and inside sales support. You will drive exceptional customer experience and support, ultimately influencing customer satisfaction and brand loyalty. This role will engage and collaborate with our sales, integrated supply chain (ISC), and product management leaders to develop and implement strategies that improve customer support processes, enhance service quality, and maintain a customer-centric culture within the organization.
IN THIS ROLE, YOU WILL GET TO:
Provide leadership to a team of customer service managers, supervisors, and representatives.
Provide guidance, training, and performance feedback to ensure the team meets or exceeds customer service targets.
Foster a positive and inclusive work environment that encourages teamwork, motivation, and professional growth.
Execute a customer service strategy aligned with the assigned objectives.
Identify opportunities to enhance customer interactions and implement best practices to improve overall customer satisfaction.
Monitor customer feedback to identify trends and areas for improvement.
Implement initiatives to address customer inquiries and feedback effectively.
Analyze key performance indicators (KPIs) to identify trends, areas for improvement, and operational efficiencies
Implement ongoing coaching and performance improvement programs to enhance the team's capabilities.
WE HAVE:
At nVent, we connect and protect our customers with inventive electrical solutions. People are our most valuable asset. Inclusion and diversity means that we celebrate and encourage each other's authenticity because we understand that uniqueness sparks growth.
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