Director of Customer Service
Airlite Plastics Airlite Plastics Omaha, NE Omaha, NE Full-time Full-time Estimated:
$101K - $128K a year Estimated:
$101K - $128K a year 2 days ago 2 days ago 2 days ago SUMMARY The Director, Customer Service, has responsibility for leading and overseeing all aspects of assigned service delivery departments.
The primary objective is to ensure the delivery of exceptional customer experiences and support, ultimately driving customer satisfaction and brand loyalty.
This role will engage and collaborate with with cross-functional teams to develop and implement strategies that improve customer support processes, enhance service quality, and maintain a customer-centric culture within the organization.
ESSENTIAL DUTIES AND
Responsibilities:
Provide leadership to a team of customer service managers, supervisors, and representatives.
Provide guidance, training, and performance feedback to ensure the team meets or exceeds customer service targets.
Foster a positive and inclusive work environment that encourages teamwork, motivation, and professional growth.
Develop and execute a customer service strategy aligned with the assigned objectives.
Identify opportunities to enhance customer interactions and implement best practices to improve overall customer satisfaction.
Monitor customer feedback and implement initiatives to address inquiries and feedback effectively.
Establish and maintain service level agreements (SLAs) to measure and improve service performance.
Analyze key performance indicators (KPIs) to identify trends, areas for improvement, and operational efficiencies.
Implement processes and technologies to optimize customer service operations and streamline workflows.
Prepare and present regular reports on customer service performance, including customer satisfaction scores, response times, and issue resolution rates.
Use data-driven insights to identify opportunities for service improvement and make informed business decisions.
Oversee the handling of customer inquiries, complaints and escalations to ensure timely and satisfactory resolutions.
Collaborate with other departments, such as sales and product teams, to address customer needs and requests effectively.
Organize and conduct regular training sessions to enhance the customer service team's skills and product knowledge.
Implement ongoing coaching and performance improvement programs to enhance the team's capabilities.
Other duties as assigned.
SUPERVISORY
Responsibilities:
Is responsible for the overall direction, coordination, and evaluation of direct reports.
Carries out managerial responsibilities in accordance with the company's policies and applicable laws.
Responsibilities include interviewing, hiring and training employees; planning and assigning work; appraising performance; rewarding and leading employees; addressing conflict resolution and providing workforce success opportunities for team members.
EDUCATION / EXPERIENCE / CERTIFICATIONS:
Bachelor's degree in business administration, customer service management, or a related field (Master's degree preferred).
Proven experience in a leadership role within customer service or a related field.
Strong understanding of customer service principles, practices, and industry trends.
KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
Demonstrated ability to develop and implement customer service strategies that align with organizational goals.
Proficiency in using customer service management tools, CRM software, and other relevant technologies.
Analytical mindset with the ability to interpret data and generate actionable insights.
Capability to solve complex problems, utilizing strong critical thinking and decision-making skills Superior organizational skills and the ability to assemble resources needed to orchestrate multiple projects/activities and accomplish goals Model a collaborative leadership style with the ability to build partnerships and influence others into action Excellent verbal and written communications skills Outstanding presentation and facilitation skills Excellent interpersonal skills and consultative approach; tactful in dealing with people at all levels Strong sense of urgency, self-motivated and positive Flexible and adaptable; able to work in ambiguous situations Ability to actively lead change initiatives Display highest ethical standards Maintain the utmost level of confidentiality in dealing with sensitive information Detail oriented, with the ability to multi-task in a fast-paced environment EDUCATION &
Qualifications:
Bachelor's degree (B.
A.
) from four-year college or university; five years related experience or equivalent combination of education and experience.
The individual must have obtained a minimum of five (5) years previous experience in a manufacturing environment and dealing with business to business requests.
PHYSICAL DEMANDS & WORK ENVIRONMENT:
While performing the duties of this job, the employee is regularly required to sit; stand; walk; use hand dexterity to operate office equipment including computer keyboards; reach with hands and arms; and talk and hear.
The employee must occasionally lift and/or move up to 15 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
While performing the duties of this job, the employee may be exposed to moving mechanical parts.
The noise level in the office work environment is typically quiet; when visiting the production floor the noise level may be loud.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job Type:
Full-time
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Parental leave Professional development assistance Referral program Vision insurance Experience level:
6 years Shift:
8 hour shift Day shift Weekly day range:
Monday to Friday Work setting:
In-person Office Ability to Relocate:
Omaha, NE 68110:
Relocate before starting work (Required) Work Location:
In person Provide leadership to a team of customer service managers, supervisors, and representatives.
Provide guidance, training, and performance feedback to ensure the team meets or exceeds customer service targets.
Foster a positive and inclusive work environment that encourages teamwork, motivation, and professional growth.
Develop and execute a customer service strategy aligned with the assigned objectives.
Identify opportunities to enhance customer interactions and implement best practices to improve overall customer satisfaction.
Monitor customer feedback and implement initiatives to address inquiries and feedback effectively.
Establish and maintain service level agreements (SLAs) to measure and improve service performance.
Analyze key performance indicators (KPIs) to identify trends, areas for improvement, and operational efficiencies.
Implement processes and technologies to optimize customer service operations and streamline workflows.
Prepare and present regular reports on customer service performance, including customer satisfaction scores, response times, and issue resolution rates.
Use data-driven insights to identify opportunities for service improvement and make informed business decisions.
Oversee the handling of customer inquiries, complaints and escalations to ensure timely and satisfactory resolutions.
Collaborate with other departments, such as sales and product teams, to address customer needs and requests effectively.
Organize and conduct regular training sessions to enhance the customer service team's skills and product knowledge.
Implement ongoing coaching and performance improvement programs to enhance the team's capabilities.
Other duties as assigned.
Bachelor's degree in business administration, customer service management, or a related field (Master's degree preferred).
Proven experience in a leadership role within customer service or a related field.
Strong understanding of customer service principles, practices, and industry trends.
Demonstrated ability to develop and implement customer service strategies that align with organizational goals.
Proficiency in using customer service management tools, CRM software, and other relevant technologies.
Analytical mindset with the ability to interpret data and generate actionable insights.
Capability to solve complex problems, utilizing strong critical thinking and decision-making skills Superior organizational skills and the ability to assemble resources needed to orchestrate multiple projects/activities and accomplish goals Model a collaborative leadership style with the ability to build partnerships and influence others into action Excellent verbal and written communications skills Outstanding presentation and facilitation skills Excellent interpersonal skills and consultative approach; tactful in dealing with people at all levels Strong sense of urgency, self-motivated and positive Flexible and adaptable; able to work in ambiguous situations Ability to actively lead change initiatives Display highest ethical standards Maintain the utmost level of confidentiality in dealing with sensitive information Detail oriented, with the ability to multi-task in a fast-paced environment 401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Parental leave Professional development assistance Referral program Vision insurance 6 years 8 hour shift Day shift Monday to Friday In-person Office Omaha, NE 68110:
Relocate before starting work (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
$101K - $128K a year Estimated:
$101K - $128K a year 2 days ago 2 days ago 2 days ago SUMMARY The Director, Customer Service, has responsibility for leading and overseeing all aspects of assigned service delivery departments.
The primary objective is to ensure the delivery of exceptional customer experiences and support, ultimately driving customer satisfaction and brand loyalty.
This role will engage and collaborate with with cross-functional teams to develop and implement strategies that improve customer support processes, enhance service quality, and maintain a customer-centric culture within the organization.
ESSENTIAL DUTIES AND
Responsibilities:
Provide leadership to a team of customer service managers, supervisors, and representatives.
Provide guidance, training, and performance feedback to ensure the team meets or exceeds customer service targets.
Foster a positive and inclusive work environment that encourages teamwork, motivation, and professional growth.
Develop and execute a customer service strategy aligned with the assigned objectives.
Identify opportunities to enhance customer interactions and implement best practices to improve overall customer satisfaction.
Monitor customer feedback and implement initiatives to address inquiries and feedback effectively.
Establish and maintain service level agreements (SLAs) to measure and improve service performance.
Analyze key performance indicators (KPIs) to identify trends, areas for improvement, and operational efficiencies.
Implement processes and technologies to optimize customer service operations and streamline workflows.
Prepare and present regular reports on customer service performance, including customer satisfaction scores, response times, and issue resolution rates.
Use data-driven insights to identify opportunities for service improvement and make informed business decisions.
Oversee the handling of customer inquiries, complaints and escalations to ensure timely and satisfactory resolutions.
Collaborate with other departments, such as sales and product teams, to address customer needs and requests effectively.
Organize and conduct regular training sessions to enhance the customer service team's skills and product knowledge.
Implement ongoing coaching and performance improvement programs to enhance the team's capabilities.
Other duties as assigned.
SUPERVISORY
Responsibilities:
Is responsible for the overall direction, coordination, and evaluation of direct reports.
Carries out managerial responsibilities in accordance with the company's policies and applicable laws.
Responsibilities include interviewing, hiring and training employees; planning and assigning work; appraising performance; rewarding and leading employees; addressing conflict resolution and providing workforce success opportunities for team members.
EDUCATION / EXPERIENCE / CERTIFICATIONS:
Bachelor's degree in business administration, customer service management, or a related field (Master's degree preferred).
Proven experience in a leadership role within customer service or a related field.
Strong understanding of customer service principles, practices, and industry trends.
KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
Demonstrated ability to develop and implement customer service strategies that align with organizational goals.
Proficiency in using customer service management tools, CRM software, and other relevant technologies.
Analytical mindset with the ability to interpret data and generate actionable insights.
Capability to solve complex problems, utilizing strong critical thinking and decision-making skills Superior organizational skills and the ability to assemble resources needed to orchestrate multiple projects/activities and accomplish goals Model a collaborative leadership style with the ability to build partnerships and influence others into action Excellent verbal and written communications skills Outstanding presentation and facilitation skills Excellent interpersonal skills and consultative approach; tactful in dealing with people at all levels Strong sense of urgency, self-motivated and positive Flexible and adaptable; able to work in ambiguous situations Ability to actively lead change initiatives Display highest ethical standards Maintain the utmost level of confidentiality in dealing with sensitive information Detail oriented, with the ability to multi-task in a fast-paced environment EDUCATION &
Qualifications:
Bachelor's degree (B.
A.
) from four-year college or university; five years related experience or equivalent combination of education and experience.
The individual must have obtained a minimum of five (5) years previous experience in a manufacturing environment and dealing with business to business requests.
PHYSICAL DEMANDS & WORK ENVIRONMENT:
While performing the duties of this job, the employee is regularly required to sit; stand; walk; use hand dexterity to operate office equipment including computer keyboards; reach with hands and arms; and talk and hear.
The employee must occasionally lift and/or move up to 15 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
While performing the duties of this job, the employee may be exposed to moving mechanical parts.
The noise level in the office work environment is typically quiet; when visiting the production floor the noise level may be loud.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job Type:
Full-time
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Parental leave Professional development assistance Referral program Vision insurance Experience level:
6 years Shift:
8 hour shift Day shift Weekly day range:
Monday to Friday Work setting:
In-person Office Ability to Relocate:
Omaha, NE 68110:
Relocate before starting work (Required) Work Location:
In person Provide leadership to a team of customer service managers, supervisors, and representatives.
Provide guidance, training, and performance feedback to ensure the team meets or exceeds customer service targets.
Foster a positive and inclusive work environment that encourages teamwork, motivation, and professional growth.
Develop and execute a customer service strategy aligned with the assigned objectives.
Identify opportunities to enhance customer interactions and implement best practices to improve overall customer satisfaction.
Monitor customer feedback and implement initiatives to address inquiries and feedback effectively.
Establish and maintain service level agreements (SLAs) to measure and improve service performance.
Analyze key performance indicators (KPIs) to identify trends, areas for improvement, and operational efficiencies.
Implement processes and technologies to optimize customer service operations and streamline workflows.
Prepare and present regular reports on customer service performance, including customer satisfaction scores, response times, and issue resolution rates.
Use data-driven insights to identify opportunities for service improvement and make informed business decisions.
Oversee the handling of customer inquiries, complaints and escalations to ensure timely and satisfactory resolutions.
Collaborate with other departments, such as sales and product teams, to address customer needs and requests effectively.
Organize and conduct regular training sessions to enhance the customer service team's skills and product knowledge.
Implement ongoing coaching and performance improvement programs to enhance the team's capabilities.
Other duties as assigned.
Bachelor's degree in business administration, customer service management, or a related field (Master's degree preferred).
Proven experience in a leadership role within customer service or a related field.
Strong understanding of customer service principles, practices, and industry trends.
Demonstrated ability to develop and implement customer service strategies that align with organizational goals.
Proficiency in using customer service management tools, CRM software, and other relevant technologies.
Analytical mindset with the ability to interpret data and generate actionable insights.
Capability to solve complex problems, utilizing strong critical thinking and decision-making skills Superior organizational skills and the ability to assemble resources needed to orchestrate multiple projects/activities and accomplish goals Model a collaborative leadership style with the ability to build partnerships and influence others into action Excellent verbal and written communications skills Outstanding presentation and facilitation skills Excellent interpersonal skills and consultative approach; tactful in dealing with people at all levels Strong sense of urgency, self-motivated and positive Flexible and adaptable; able to work in ambiguous situations Ability to actively lead change initiatives Display highest ethical standards Maintain the utmost level of confidentiality in dealing with sensitive information Detail oriented, with the ability to multi-task in a fast-paced environment 401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Parental leave Professional development assistance Referral program Vision insurance 6 years 8 hour shift Day shift Monday to Friday In-person Office Omaha, NE 68110:
Relocate before starting work (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
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