Arrowhead Engineered Products
  • Sharonville, OH, USA
  • Full Time

Medical, Dental, Vision, 401K, PTO


The Customer Service Director will be a key strategic and operational leadership role at AEP. Responsibility will include the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process, performance improvements and technology, to deliver key service outcomes for customers in either a B2B or B2C environment. Responsible for multiple sites across the US and Canada.

Duties:

  • Strategically lead and develop an operational management team to enhance performance by setting clear accountable performance measures
  • Create a culture and processes which achieve the business goals and objectives with regards to their customer service and technical service
  • Lead dispersed customer service centers and people to create one experience for the customer
  • Identify, assess and coach team members and manage performance
  • Improve NPS (Net Promoter Score) CSAT (Customer Satisfaction), or other Customer Metric. Identified as critical
  • Reduction of the cost to serve Customers while improving service
  • Empower and Engage the Customer Service Team
  • Identify new tools and technologies to better serve the customer
  • Drive better sales through service
  • Act as the Voice of the Customer across the organization.
  • Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
  • Define, negotiate and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.
  • Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements
  • Continually develop improvements and embed successful change projects
  • Drive quality and consistency
  • Partner with Sales executives to optimize existing Client profitability through business planning and collaboration and deliver increased revenue streams

Education and Qualifications:

  • 10+ years' experience in managing operational customer service teams
  • Bachelor's Degree in Business or related function required and/or the equivalent work experience
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets
  • Experience preferred in evaluation of optimal customer service organization and structure
  • Proven Management and/or relationship management experience at a senior, strategic level role
  • Demonstrate ability to motivate and communicate with others at all levels
  • Influential relationships skills at all. Able to use these relationships to deliver service improvements
  • Excellent communication and negotiation skills
  • Able to adapt and succeed in a changing environment
  • Evidence of well-developed leadership skills
  • Able to travel 50% of the time to manage remote workforce
Arrowhead Engineered Products
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