DIRECTOR, CUSTOMER SERVICE - SALES

Genie Industries, is a $2 billion (revenue) division of Terex Corporation, a Fortune 500 company and the 3rd largest heavy construction equipment manufacturer. Genie Industries is a leading manufacturer of lifting equipment. Based in Redmond, WA, Genie has approximately 5500 team members spread throughout the globe.   Genie is looking for a DIRECTOR, CUSTOMER SERVICE to support our global business. As the Director of Customer Service you will have primary responsibility for the performance of the Customer Service teams that support our domestic and international business. This Team Member will focus on creating and implementing a vision and strategy aligned with company goals. In this role you'll manage performance, talent development, training, succession planning, the creation and management of the budget, ensuring exceptional service is provided to our customers, transaction quality and compliance as well as goal achievement.   Management  Responsible for the development and execution of the overall vision and strategic plan for the department.  Develop short and long range goals for the department to enhance profitability, productivity and efficiency.  Responsible for creating, analyzing, and managing the budgets for the team.  Establishes targets and measures for the achievement of customer service performance levels.  Monitor performance on areas such as call response rate, speed of order processing, and effective processing of returns.  Oversee the establishment of quality procedures, standards and internal training plans within the Customer Service team to ensure World Class Customer Service.  Ensure that company is migrated toward technology solutions that will generate higher efficiency, enhanced reporting and tracking capabilities, and substantial ROI (Return on Investment).  Interact regularly with executive team and individual department heads to ensure that company's customer service priorities are aligned with total company direction.  Direct the management of the Customer Service center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through upsell and promotional programs, and improved employee product knowledge and training   Logistics  Oversee the management of logistics, outbound transportation processes, and negotiation of parcel freight programs  Monitor performance on areas such as cost-efficient shipping direct to customers, and effective processing of returns.   Performance Management/Leadership  Responsibility for the performance management of the Managers in various segments of Customer Service. This includes providing regular feedback and completing annual performance reviews for these individuals. Identify gaps in competencies or performance and address any issues; provide coaching and training to close identified gaps.  Partners with the Recruiter and HR Manager to identify staffing needs for the department and to make the best selection decisions regarding addition of new individuals to the team.  Partner with HR Manager to assess and manage talent development and succession planning for the leaders of the department.  Assists the leaders with creating solid performance and development goals. Works with these individuals to review and assess achievement of these goals. Other  Has knowledge of lean manufacturing principles and incorporates the principles in dealings with customers. Reinforces the lean concepts with Team Members.  Provides support for the Outside Sales Team and drives team to increase sales.  Stay abreast of technologies, trends, systems and products for improving customer service  Performs other duties as assigned that support the overall objective of the position.   Below are some key competencies that will be critical to success in this role:   Customer Focused Strategy Development  Actively seeks out customer centered strategic needs assessments as a way of setting strategic priorities as the basis for key decision making. Strong sense of analysis and analytic tools as an essential part of strategic decision making. Sets tone and maintains intense customer service focus. Strategic Vision/Thought Leadership  Creates value in a strategic context, and is a respected source of critical thinking and break through ideas. Able to step back from day-to-day activities to view the business from a different perspective and see the bigger picture. Relies on extensive analysis/modeling/valuation and interpretation along with intuition and instinct. Makes decisions thoughtfully, despite the complexity of the issues or the pressure involved. Builds credible and practical strategies to achieve the desired vision and commercial outcome. Communication  Projects him or herself to others through actions, manner, posture, energy and presence to create a favorable impression of personal credibility, professionalism and integrity. Catalyzes dialogue, gains support, influences others, and positively manages conflict. Understands the informal web of decision-making and builds internal relationships accordingly. Favors working with others to jointly address issues and opportunities.   Minimum Qualifications  It is critical that the candidate be able to lead effectively utilizing collaboration and influencing skills.  Must be an effective communicator; this includes passion for people and for the business, personal credibility, professionalism and integrity.  It will be important to display outstanding verbal and written communication skills and be able to articulate views crisply and convincingly, adapting style to the given audience.  Requires a thorough understanding of Customer Relations Management (CRM)  Requires a very advanced relationship building skills and interpersonal skills  Proven people management skills  Strong understanding of the manufacturing and product support process  Requires knowledge of Lean philosophy and application to the roles of the team.  Well-developed problem solving skills  Is proficient in Word, Excel, Outlook, and Powerpoint.  Requires strong time management skills  Education and Experience A Bachelors Degree in business, or a technical background preferred. 8-10 years of experience in customer facing roles. Additional experience can substitute for formal education.   If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=514649-3-543