Director of customer service - united states, lincoln

our client, a global manufacturing leader, is looking for a director of customer service to lead all customer service functions in beatrice, ne! 

the director of customer service, will direct all customer support functions including consumer relations, warranty administration and technical services, as well as the training for distributors, dealers and end-users. 

this position will also play a key role in determining service direction for new product development and will be responsible for improving the customer experience through implementation of new process, state-of-the-art technology, systems, and business practices.

responsibilities include but are not limited to:

managing all aspects of customer service including call center operations, technical and non-technical support, including product support, , warranty claims, contract administration, vendor recovery, field service operations, and general communication with distributors and dealers.

training and resources for distributors, dealers, and end-users

managing crm system, warranty claims and registration system and new technology enhancements

directing the development, implementation and administration of short and long-term department goals, policies, strategies and budgets.

developing corporate policies on consumer issues that affect the company.

directing consumer and technical data collection and response including inbound toll-free numbers and internet customer support activities, including but not limited to live chat, text, social media and email.  provides senior management with regular analysis of problem trends and recommendations for corrective action, and supplies suggestions for use of data.

leading product recall activities and be an active participant in the product safety committee.

providing support for divisional activities including field demonstrations, sales meetings and trade shows.

monitoring the analysis of product performance and reporting results to engineering, sales, quality, marketing, test and operations.

maintaining communication with vendors and assisting purchasing in the negotiation and definition of vendor responsibilities for field failures.

qualifications:

a bachelor’s degree in a business or technical field.  an mba is preferred.

at least 10 years of experience leading various aspects of customer service.

experience managing direct and indirect reports.

proven success in the development and implementation of new customer service systems, technologies, and processes, and programs.

experience with salesforce, microsoft outlook, word, excel and powerpoint are required. 

familiarity with autonomous product support is preferred but not required. 

ability to travel up to 20%

our client offers:

strong base + bonus salary.

excellent benefits package that includes health/dental/vision, 401k, pto, tuition assistance and more!

equal opportunity employer/veterans/disabled



the company will consider qualified applicants with arrest and conviction records

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