Mission In the role of Director Customer Care North America, you will be responsible for managing the interface between Customers/Sales/Operations/Customer Service to ensure that customer transactions are handled efficiently, accurately, professionally, and effectively.
You will also be responsible for developing new customers and supporting the annual sales plan and company strategy. Customer service represents a critical function provided by the company to our customers.
Order entry, order status, warehouse/production coordination, pricing, incentives, shipping, delivery, and many others are all issues which Customer Service must deal with daily regarding customers.
Throughout the entire process the objective is always to provide customer satisfaction. Manage the team to work with Field Sales and Field Reps.
The goal is to grow existing customers, create new customers and meet or exceed annual sales goals at the desired gross margin while improving customer satisfaction.
Main Accountabilities
Responsible for transactions relating to order entry, shipping, product availability, credit, emergency order shipments and exports as well as territory sales and commissions reporting
Work with and coordinate with other departments and functions to guarantee customer satisfaction.
Maintain accurate customer account files.
Ensure that various functional and departmental procedures are properly documented.
Train Department personnel to ensure that they effectively provide customer service and satisfaction
Work with IS, Sales Management, Production and Warehousing to improve processes and support equipment leading to improved customer service
Attain annual sales budget and support the company strategy
Develop new customer base and grow the existing Direct management of teams based in the US, Canada, and Mexico. Other assigned duties
Required Skills
Significant experience managing a Customer Service organization
Degree in Business or equivalent work experience Superior administration, organizational and supervisory skills
Solid record of supervisory expertise with well-developed communication and interpersonal skills
Sound grasp of technical requirements associated with a computerized Information/order processing systems and equipment ERP experience (ideally JDE) CRM experience (ideally Salesforce) Ability to travel as needed
