Director of Customer Service in Greensboro, NC at Advanced Personnel Resources

Date Posted: 11/5/2021

Job Snapshot

Job Description

Director of Customer Service

Our client, a global manufacturer and industry leader, has an immediate need for a Director of Customer Service at its Corporate Headquarters in central North Carolina.

Reporting to the Chief Operating Officer, the Director of Customer Service responsibilities include: 

  • Demonstrate a passion for serving customer needs.
  • Build and oversee the successful execution of the Customer Service operations, including staff and management of KPI’s.
  • Manage hiring, training, retention and performance of the Customer Service Team.
  • Develop a deep understanding of the Company’s ERP system and business process.
  • Identify and adapt to changing business and customer needs and to develop strategies to increase quality and efficiency of support to customers.
  • Ensure compliance with regulatory requirements impacting customers and the Company’s business practices.
  • Review and update, as necessary, procedures and policies for better handling of customer correspondence and customer complaints.
  • Ensure all customer inquiries are handled in accurate and timely fashion.
  • Collaborate with dedicated sales, marketing and operations teams to maximize revenues and customer loyalty.
  • Maintain in-depth working knowledge of the Company’s brands (collections), systems and processes.
  • Manage freight carrier contract negotiations as part of the Company’s Prepaid Freight Program and monitor carrier performance.

Job Requirements

  • Bachelor's degree required
  • 10+ years of progressive management experience within a call center, consumer packaged goods (CPG) manufacturer or retailer environment required.
  • 10+ years of experience leading teams, both direct reports and cross functional team members required.
  • Experience managing in, and adapting to, changes required by a multi-channel distribution model.
  • Microsoft Office proficiency and previous ERP experience preferred.
  • Experience with Digital / e-Commerce media, analytics and business operations knowledge desired.
  • Ability to travel occasionally.

Please attach resume (MSWord if possible) to submission.

All inquiries are highly confidential and go directly to:

Pat Rudy | Manager of Corporate Recruiting

Advanced Personnel Resources | Greensboro NC | W 336.272.7720