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Director of Customer Support/Service

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Marketing
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19003380 Requisition #

SUMMARY

 

Looking for a progressive and innovative senior level leader with extensive background in developing and executing a leading customer service experience; requires outstanding leadership skills and the ability to strategize and drive execution on a top enterprise initiative.

 

As the Director of Customer Service, this individual will be responsible for the strategic planning and management of all aspects of delivering a best-in-class customer service experience.  This position reports directly into the Chief Marketing Officer, and therefore, he/she will serve as a key leader within the marketing organization and will have the ability to drive and influence our overall customer experience for the Pella brand. Strong digital acumen and experience digitizing the customer service experience to further enhance a strong call center team is required; additionally, he/she will need to be well-versed in introducing more rigor in customer listening analytics and porting these insights into the broader Pella business.

 

With a team of over 150 people, a successful candidate will be a strong servant-leader who emphasizes and invest in the development of the team and focuses on creating an environment where our team members can thrive.

 

Direct responsibilities include all corporate call center management, quoting/order entry team, escalated support team, field service training, the reliability team, and operations support teams.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

 

Customer Service Strategy - Responsible for creating and executing a holistic strategy to enable a best-in-class customer experience in both the purchase process as well as the ownership experience; must be a strong influencer and able to not only create the strategy but influence other key leaders to enable success. 

 

Digital Strategy - Work hand-in-hand with our Director of Digital Experience to deploy cutting edge digital tactics to improve our customer experience; evaluate opportunities to increase efficiencies by leveraging digital platforms and continue to evolve a self-service platform for our customers both on the B2B and B2C side.

 

Develop a High-Performance Team - Build a high performance, versatile and agile team capable of driving transformational change for the organization and staying on top of our evolving customer needs.

 

Service Excellence - Responsible for ensuring that department team members provide quick and appropriate resolution for all customer issues.  Develops processes to provide best-in-class customer service during times convenient for customers, including evenings and weekends.  Effectiveness is measured by items such as time to return calls and letters, abandoned call rates, ease of contact, and ultimately our Customer Effort Score.

 

Advanced Analytics - Establish KPIs and metrics to report on performance of processes and programs and transform data into actionable insights and recommendations; develop and implement systems for providing closed-loop feedback on customer insights to various teams within Pella Corporation.  Create processes and tools to analyze the customer listening data: review customer verbatims, compare results across product offerings and segments, and work with the Manager of Design and Insights to identify key trends or outliers.

 

Customer Advocacy - Create a persistent focus on the customer in the actions Pella takes; act as a change agent and thought leader by capturing and sharing customer experience best practices across the organization, as well as with partners and customers. Work with channel and business partners that service Pella customers in developing meaningful and achievable customer advocacy and customer satisfaction goals.

 

Call Center Centralization – complete centralization of all B2C calls for the Pella Direct Sales Network; identify strategies to attract and retain key talent to enable this project.

 

 

SUPERVISORY RESPONSIBILITIES

Three direct reports; overall responsibility for the direction, coordination, and development of a team of 150+ people; Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


EDUCATION and/or EXPERIENCE

  • BA / BS degree; MA or MBA preferred.

  • (10+) years of involvement in call center strategy and customer service transformation required.

  • Strategic and visionary thinker.

  • Results oriented – achiever mentality.

  • Willing to take risks and learn from mistakes to apply better results in the future.

  • Experienced in leading a large team; adept at investing in the development of team members.

  • Ability to negotiate and build credibility with internal organizations and lead across business lines toward a common goal.

  • Proven track record of delivering results above expectations.

  • High digital acumen; understanding of technology (e.g., CRM, EFM, Social Media) and best practices for how to deliver an outstanding Customer Service.

  • Experience with tools and reporting to measure and evaluate Customer Experience is a plus.

  • Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines.

  • Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment.

  • Ability to drive collaboration with cross-functional teams to achieve effective solutions.

  • Excellent written and verbal communication, facilitation, and presentation skills – including the ability to influence at the executive level.

  • The ideal candidate will be passionate about customer success!

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

 

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

 

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

COMPUTER SKILLS

Word and Excel.

 

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

 

PHYSICAL DEMANDS  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

 

WORK ENVIRONMENT  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The noise level in the work environment is usually moderate.


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