Customer Service Director jobs in Pomona, CA

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)

A
Director of Customer Service
  • Ardmore Home Design
  • City of Industry, CA FULL_TIME
  • Description

      

    About the Company

    Ardmore Home Design (AHD), founded in 2008, is a privately-owned, fast-paced, entrepreneurial company where we value people with strong skills to make our products and processes better every day. We design, sell and distribute luxury home décor to interior designers as well as boutique/luxury retailers globally. The AHD family of wholesale brands includes Made Goods (flagship furniture made from unique materials); Pigeon & Poodle (home and bath accessories); Blue Pheasant (handcrafted tabletop products) and Thucassi (artisanal candles and fragrances).


    About the Role

    Reporting to the Chief Operating Officer, the Director of Customer Service is responsible for the ensuring our customer experience is best-in-class. We seek to elevate the client support experience through efficient, professional, helpful and timely communication. This leader manages a team of Account Managers, Customer Service associates and has strong cross-functional relationships with Operations and Sales leaders.


    Responsibilities

    · Create and implement strategic initiatives to continue to push our customer service to higher heights, helping the customer however and whenever they need assistance.

    · Develop and maintain a structured, new hire training program and provide continuous learning opportunities for incumbent staff members.

    · Manage productivity (through reviewing invoicing, sales to invoicing rations, canceled order rates, etc.) and set performance standards to meet company client service goals.

    · Partner with Technology partners on system needs and sales data to support service initiatives.  

    · Train and coach employees to develop communications skills in the areas of email exchanges, conflict resolution, brand sales and presentation, etc.) in order to achieve high performance.

    · Work with the Marketing staff on customer feedback regarding various tools (catalog, website, tear sheets, care cards, etc.)

    · Respond professionally to escalated service inquiries with customers and sales reps and provide effective resolution.

    · Partner with the management team to align the customer service team policies and systems with the company's objectives.

    · Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service Department.

    · Monitors programs and procedures to ensure on-time delivery and customer satisfaction.

    · Maintains in-depth working knowledge of Ardmore Home Design systems and processes.

    · Measures team performance and makes employment decisions with the support of HR.

    · Provides feedback to the company regarding service failures or customer concerns.

    · Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.

    · Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.

    · Assists Customer Service Representatives, Account Managers, Sales Reps/Dealers to troubleshoot orders which require special handling.

    · Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Ardmore Home Design process knowledge and strong negotiations/sales skills.

    · Performs other related duties as assigned.

    · Some travel is required.

    Requirements

      

    · Excellent verbal and written communication skills. 

    · Excellent interpersonal and customer service skills.

    · Excellent organizational skills and attention to detail.

    · Strong analytical and problem-solving skills.

    · Strong supervisory and leadership skills.

    · Proficient with Microsoft Office Suite or related software.


    Education and Experience:

    · Bachelor’s degree required.

    · At least five years of management experience in a wholesale/retail environment is required.


    Physical Requirements:

    The physical demands described here are representative of those that are required 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. The employee is frequently required to sit; stand; walk; use hands to finger, handle or feel; as well as reach with hands and arms. 

    · The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus. 

    · Ability to work in open environment with fluctuating temperatures and standard lighting.

    · Ability to work on computer and mobile phone for multiple hours; with frequent interruptions.

    · Required to use stairwells to attend meetings and engage with employees on multiple floors throughout building.


    Other Considerations: 

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to qualified individuals with disabilities to enable them to perform the essential functions of the role.


    Compensation:

    Starting annual salary: $170,000-180,000. Exact compensation may vary based on skills, experience, and location.

  • 1 Day Ago

F
Director of Customer Service and Technical Support
  • Feit Electric
  • Los Angeles, CA FULL_TIME
  • Overview: Feit Electric, a leading lighting and smart home product manufacturer, is seeking a dynamic and organized Director of Customer Service and Technical Support. This pivotal leadership role dem...
  • 18 Days Ago

A
Field Service Technician, Compressor Technique - Multiple Locations
  • Atlas Copco Compressors LLC -North America Customer Center
  • Los Angeles, CA FULL_TIME
  • Field Service Technician, Compressor Technique - Multiple Locations Functional area: Service Country: United States City: Los Angeles, CA Company name: Atlas Copco Compressors LLC Date of posting: Mar...
  • 1 Day Ago

H
Customer Service Representative (CSR)
  • Helios Commercial Service Partners
  • Sun Valley, CA FULL_TIME
  • L.A. Hydro Jet and Rooter Services, (a Helios Service Partners company) is a rapidly growing plumbing service company, that offers steady / stable employment. All positions are due to growth and we ar...
  • 25 Days Ago

U
GBS Customer Service Rep
  • UNITED PARCEL SERVICE
  • Los Angeles, CA FULL_TIME
  • Before you apply to a job, select your language preference from the options available at the top right of this page. Explore your next opportunity at a Fortune Global 500 organization. Envision innova...
  • 1 Day Ago

S
Customer Service Liaison
  • Special Service for Groups, Inc- HOPICS
  • Los Angeles, CA FULL_TIME
  • sPECIAL sERVICE FOR gROUPS, Inc.Job ANNOUNCEMENT Title: Customer Service Liaison Division: HOPICSFLSA: Non-Exempt, Full time Supervisor: Customer Service & Operations Supervisor Pay Range or Rate: $23...
  • 1 Month Ago

Filters

Clear All

Filter Jobs By Location
  • Filter Jobs by companies
  • More

0 Customer Service Director jobs found in Pomona, CA area

C
Managing Director/Director Client Services
  • CFO's Domain
  • Los Angeles, CA
  • Title: Managing Director / Director of Client Services Company: CFO’s Domain Location: Los Angeles Compensation Structur...
  • 3/28/2024 12:00:00 AM

A
Director of Customer Service
  • Ardmore Home Design
  • City of Industry, CA
  • Job Description Job Description About Us Ardmore Home Design (AHD), founded in 2008, is a privately-owned, fast-paced, e...
  • 3/28/2024 12:00:00 AM

G
Director of Customer Relations
  • Good Tree Inc.
  • Los Angeles, CA
  • **Director of Customer Relations** * Los Angeles, CA * Full-Time * Sales * Director of Customer Relations Join our tech ...
  • 3/27/2024 12:00:00 AM

H
Logistics Coordinator (LACHP)
  • Heluna Health
  • Los Angeles, CA
  • If hired for this position, you will be required to provide proof that you are fully vaccinated for COVID-19 prior to yo...
  • 3/26/2024 12:00:00 AM

P
Director of Customer Service
  • Pathnostics - A Diagnostics Solutions Company
  • Irvine, CA
  • **Director of Customer Service** ** Irvine, CA 1 week ago 35 applicants** ** Welcome back** Sign in to save **Director o...
  • 3/25/2024 12:00:00 AM

B
Director of Customer Service
  • Bunzl Distribution NA
  • Compton, CA
  • ** Director of Customer Service** **Job Category****:** Telesales & Customer Service **Requisition Number****:** USA1901...
  • 3/25/2024 12:00:00 AM

T
Customer Service Manager
  • The Judge Group
  • Ontario, CA
  • Aspire Bakeries is a North American baking company with a leadership position in specialty frozen baked goods. Formed fr...
  • 3/25/2024 12:00:00 AM

A
Director of Customer Service
  • Ardmore Home Design, Inc.
  • City of Industry, CA
  • About Us Ardmore Home Design (AHD), founded in 2008, is a privately-owned, fast-paced, entrepreneurial company where we ...
  • 3/24/2024 12:00:00 AM

Pomona (/pəˈmoʊnə/) is a city in Los Angeles County, California, United States. Pomona is located in the Pomona Valley, between the Inland Empire and the San Gabriel Valley. As of the 2010 United States Census, the city's population was 149,058. Pomona is 30 miles (48 km) east of the Los Angeles area of Los Angeles County in the Pomona Valley, located at 34°3′39″N 117°45′21″W / 34.06083°N 117.75583°W / 34.06083; -117.75583 (34.060760, -117.755886). According to the United States Census Bureau, the city has a total area of 22.964 square miles (59.48 km2), over 99% of it land. Pomona is appro...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Service Director jobs
$189,545 to $264,329
Pomona, California area prices
were up 3.2% from a year ago

Customer Service Director in Davenport, IA
Our REAL Aluminium customer focus days take place here.
December 16, 2019
Customer Service Director in New London, CT
Compare the job duties, education, job growth, and pay of customer service representatives with similar occupations.
February 03, 2020
Customer Service Director in Columbus, GA
We talk about the REAL Aluminium concept, which completely de-mystifies the process of buying aluminium, and show customers the range in our showroom.
January 20, 2020