Director of Customer Service

 VIG & Partners is an equal opportunity employer that specializes in Recruitment Process Outsourcing, Human Resource Management Consulting and Executive Recruiting. 

Company: Confidential

Location: Anaheim, CA, 92806

Position: Director of Customer Services

Compensation: $100,000 - $115,000 base salary

 



Purpose of Position

To lead and manage the centralized support operations which collectively ensure internal and external customer satisfaction.

 

Responsibilities

The jobholder will lead and direct the following teams (staff in parentheses):

 

-Customer Care: Solve and expedite resolution for internal and external customers to ensure continuity of operations, sales and service. (14)

-Appointment Sales: Call center operations field, qualify and schedule customer appointments for Design Consultants in the field, nationally. (8)

Shutter Support:  To support the sales of a premium product: i) Approve all orders, ii) Generate Production Instructions (“tickets”) for Manufacturing and iii) Provide telephone support for product (technical/non-sales) enquiries.  (6)

-IT Help Desk: Provide technical and logistical/supply support to all IT users for hardware, software and networking need.  (8)

-Sample and In Stock Item Management (“Fulfillment”): Facilitate logistics and distribution of all items to field operations/staff.  (6)

-Repair: Repair and redistribution of damaged, faulty or corrected (mis-ordered) products, and manage distribution of spare parts to field operations.  (6)

 

Skills and Competencies

 

The jobholder must be able to demonstrate:

 

-In-depth knowledge of Field and Sales Operations in retail organizations

-A track record in meeting and beating Service Level Agreements and exceeding customer expectations

-Expertise in providing support to both sales teams and the end customer in businesses based on selling to customers in their homes

-Expertise in managing 3rd Party Vendor contracts and relationships

-Sound general understanding of manufacturing processes and principles

-Strong people management and leadership skills especially problem solving and conflict resolution

-Strong abilities in core desktop support tools (MSWord, PowerPoint, Excel etc.)

-Track record of effective use of influencing, relationship building, analysis, business acumen, personal drive and decision-making.

 

Key Results Areas

 

The position is measured against defined performance expectations for employees of the company, and specifically against Service Level Agreements typified by Response Times, Conversion Rates, and Approval Cycle Times.