Director of Customer Service

Director of Customer Service


Summary/Objective :
The Director of Customer Service position is responsible for maintaining effective customer service for all customers by utilizing excellent, in-depth knowledge of company products and standards.

Essential Functions:

  1. Oversees customer issues to ensure effective and long-term problem resolution.
  2. Responds to customer inquiries and problem solving in a professional and effective fashion.
  3. Assesses product market data by calling on customers and evaluating sales call opportunities.
  4. Monitors production schedule and sales order progress to ensure on-time delivery and customer satisfaction.
  5. Provides information for management by preparing short-term and long-term product sales forecasts and special reports and analyses; answering questions and requests.
  6. Maintains in-depth working knowledge of Company’s products, systems, and processes.
  7. Works continually towards self-development to stay current on customer service, company products, and market position of company products.
  8. Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
  9. Acts as a resource in resolving customer issues brought to the Department by utilizing excellent company product knowledge and strong skills in negotiating and selling.
  10. Performs other related duties as assigned.

Skills and Qualifications:

Excellent Communications skills, Product Management, Understanding the Customer, Product Development, Requirements Analysis, Pricing, Planning, Competitive Analysis, Sales Planning, Inventory Control, Production Planning and Strategy.

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