Director of Customer Care

DIRECTOR OF CUSTOMER CARE – North Atlanta

Our client, a global manufacturing company headquartered in Peachtree Corners, GA, has an immediate need for a Director of Customer Care.

PRINCIPAL RESPONSIBILITIES:

  • Plan/direct/deliver proactive solutions related to all phases of customer care including customer service and sales administration functions
  • Provide internal and external customer support
  • Establish internal guidelines, operating procedures and delivery expectations
  • Direct/implement/administer process improvements with a focus on growing sales, improving gross margin and providing “best in class” sales support
  • Define/enhance operating strategies, policies, programs and organizational structure to improve customer service
  • Liaise with internal and field personnel relative to systems enhancements and/or process changes
  • Audit support to customers and field personnel (including order processing, order cycle, fill rate, credit issuance, telephone service, problem resolution, invoicing) ensuring proper supporting documentation
  • Resolve situations impacting support to customers and field personnel and implement related policy/procedure changes

REQUIREMENTS:

  • Bachelor’s degree required (advance degree preferred)
  • Minimum of 10 years management experience in a fast-paced, customer-focused operation.
  • Supervisory experience/ability to hire, train and mentor team members
  • Experience with B2B, customer service management, special orders and internet sales required (B2C experience preferred)
  • Experience in use/selection of call center phone technology and customer management/CRM systems
  • Experience with use of self-serve/customer portals
  • Experience in deploying customer feedback mechanisms/surveys and translating results into continuous Improvement action planning
  • Strong organizational skills including time management, project management and prioritization of tasks
  • Ability to build relationships with all levels of the organization
  • Strategic thinker with ability to identify opportunity areas and present to senior management.

This is an exceptional opportunity to join a growing corporation with high visibility to the Executive Team.

For immediate consideration, please submit your resume to lori@stafffinancial.com.

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JOB SOURCE: HEADHUNTER
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