Director of Customer Service - S&S Truck Parts : Job Details

Job Summary:

The Director of Customer Service performs the supervision of personnel and business activities of the customer service department. The overall objective is to continue to provide world-class customer service from a team of remote customer service representatives.

Essential Functions/Key Responsibilities:

• Voice of the customer throughout the organization.
• Identify and develops processes and performance improvements for the staff and the customer to develop a team who can successfully interact within the organization and the customer.
• Establish performance metrics within the department to constantly improve performance.
• One stop calling - solve the issue in one email, one call.
• Intimate knowledge of core products to educate staff and customers.
• Process orders, place RA's and manage the team to comply with pre-defined standards

Success Factors/Key Metrics:

• Drive headcount optimization in a remote call center environment
• Manage, drive and track individual CSR's daily activities
• Contribute to the overall company success
• Disciplined, organized, and always focusing on self-improvement
• Advanced Knowledge of MS Office Products, including Outlook, Word, Excel, PowerPoint and SharePoint

Job Skills and Qualifications/Knowledge and Skills:

• 10+ Years in management
• Advanced Knowledge of MS Office Products, including Outlook, Word, Excel, PowerPoint and SharePoint
• Strong organization and communication skills
• Capability to schedule, organize and work independently.
• Good verbal and written communication Skill
• Must be able to work flexible work schedule as needed to meet the business demands.
• Heavy duty truck part industry knowledge/experience is a plus, but not a pre-requisite

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.