Job Summary:
The Director of Customer Service is responsible for leading the Customer Service team, driving service excellence, and identifying and implementing operational enhancements across the organization. This role blends hands-on leadership with data-driven decision-making, ensuring that both the customer experience and internal workflows are consistently improving in alignment with company goals. The Director of Customer Service leads a multi-disciplinary team focused on customer service delivery, order management, contract administration, and sales support. This role ensures a seamless experience across the customer lifecycle—from quoting to contract execution to final delivery—while continuously evaluating and improving internal processes, systems, and service standards.
Job Responsibilities:
Customer Service Leadership
- Develop, document, and oversee Customer Service department processes, ensuring consistency, clarity, and responsiveness.
- Lead and manage daily operations across customer service, sales support, transportation/logistics, and contract administration functions.
- Provide coaching, guidance, and accountability to individual team members and ensure roles are aligned to departmental and company objectives.
- Establish team goals, workflow priorities, and professional development plans.
- Champion a culture of operational excellence and service accountability.
Customer Experience & Order Execution
- Oversee front-line administration of lease and sale orders, including quoting, contract preparation, customer intake, and change order processes.
- Ensure accurate and timely execution of customer-facing activities such as collections, billing, site coordination, and mail or document handling.
- Monitor key service indicators (speed, accuracy, responsiveness) and implement strategies for continuous improvement.
- Collect, review, and analyze customer data, surveys, and feedback to identify trends and opportunities.
- Translate findings into actionable insights that improve customer satisfaction, retention, and operational efficiency.
Contract & Risk Management
- Oversee review and compliance processes for lease/sale contracts and bid documents, ensuring proper risk evaluation and adherence to internal policies.
- Coordinate with legal, sales, and operations teams to support sound contract management and documentation practices.
Process Improvement & Change Management
- Analyze recurring issues, delays, or inefficiencies across departments and lead cross-functional efforts to map current workflows and implement solutions.
- Champion initiatives that streamline operations and enhance service by facilitating process mapping and redesign of business processes to improve workflow, accuracy, and team collaboration.
- Develop and communicate internal change management strategies to support successful adoption of new systems or processes.
- Partner with leadership to align improvement efforts with company-wide priorities.
- Serve as a central point for driving service consistency and accountability across teams.
- Champion a culture of operational excellence and service accountability.
- Develop internal training and support materials as needed to ensure alignment and compliance with updated practices.
