Title: Director of Customer Care
Location: Dallas/Fort Worth/Arlington, TX area
Travel: ~25%
Description
The Director of Customer Care position is responsible for maintaining effective customer service and support for all internal and external American Bath Group customers by utilizing excellent, in-depth knowledge of company products, processes and programs as well as team members within the Customer Care Department.
The right candidate will have either created a sustainable customer care program or taken an existing program and improved upon it. This role requires the ability to execute on the tactical while simultaneously thinking through, planning for and anticipating strategic needs.
The Director of Customer Care partners with other leaders in Sales, Production, Logistics/Shipping, and Warranty to ensure a seamless post-sales customer relationship. He/She shares accountability for the post-sales relationship with the client; overseeing the operational health of product delivery through lifecycle support.
Collaborates w/other departments to drive compliance with customer contractual commitments and coordinates to develop customer-specific Improvement Plans with strategic focus on continual improvement.
· Develops and implements policies.
· Responsible for employees’ on-going training, development, and overall engagement.
· Partners with the management team to align Customer Care Department policies, processes, and systems with the company's objectives.
· Oversees customer issues and ensure effective and long-term problem resolution.
· Develops and implements procedures pertinent to the effective and efficient operation of the Customer Care Department.
· Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
· Maintains in-depth working knowledge of American Bath Group systems and inter-departmental processes.
· Sets performance standards to meet service goals of company and it’s customers
· Coaches and mentors Customer Care Team in order to achieve high performance and professional growth.
· Structures the training agenda for department members.
· Measures Customer Care Representatives’ performance, makes employment decisions, and continuous training/development plans.
· 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 care, sales and supervisory procedures & practices.
· Assists Customer Care Representatives, Reps/Dealers/Sales in troubleshooting orders that require special handling.
· Responds to customer inquiries and problem solving in a professional and effective fashion.
· Acts as a resource in resolving customer issues brought to the Department by utilizing excellent American Bath Group process knowledge and strong skills in negotiating and selling.
In addition to 7-10 years of experience, we are looking for expert level proficiency in the following areas:
· Interpersonal Communication.
· Customer/Client Focus.
· Decision Making & Leadership.
· Flexibility & Adaptability.
· Process Flow.
· Problem Solving, Critical & Abstract Thinking/Analysis.
· Results Driven.
· Teamwork Orientation.
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