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Customer Service Director
Customer Service DirectorSteele Staffing • Waterloo, IA
Customer Service Director

Customer Service Director

Steele Staffing • Waterloo, IA
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Job Title : Customer Service Director Location : Waterloo, Iowa Salary : $90-130K Job Summary of the Customer Service Director : The Customer Service Director is a valued member of the extended leadership team. This job will primarily be responsible for maintaining effective customer service in parts, service, and warranty for customers by utilizing excellent, in-depth knowledge of company products and programs as well as working with team members within the Engineering, Operations, Supply Chain, Quality, and Sales departments. Job Duties & Responsibilities of the Customer Service Director :

  • Overall leader and process manager for customer service team, which includes Parts, Service, and warranty functions. • Ensure friendly customer service for all incoming ‘parts calls’. • Establish and maintain business logic for the pricing of parts and service for this revenue stream. • Lead, manage, and communicate the scheduling of parts, service, and warranty work through the operation. • Resolves customer dissatisfactions by planning and directing the receipt, investigation, evaluation, and settling of complaints and claims; following up with customers; and personally resolving difficult situations. • Lead, manage, and oversee the warranty process; resolve warranty claims by approving or denying based on warranty policy definition and incoming documentation; calculating benefit due; initiating payment or composing denial letter. Maintain warranty claims per sales dollar budget. • Monitor programs and procedures to ensure on-time delivery, customer satisfaction, and sales attainment by registering customer service / warranty calls; tracking response time to resolution, compiling warranty and financial data; tracking service level agreements.• Generate quotes and register warranties within established procedures. • Generate reports for the purpose of identifying customer service and warranty issues by collecting, analyzing, and summarizing information and trends, recommending changes for cost reduction and operational efficiencies. • Maintains inter- and intradepartmental workflow. Education & Experience Requirements of the Customer Service Director : • Bachelor’s degree is required.• 5+ years Customer Service, Technical Sales, or Manufacturing Sales experience, or more. • Experience working in warranty for the heavy equipment industry would be desirable.• Demonstrated ability to lead people and get results through others. • Pricing experience is required.• Assist with continuous process improvement by leading and participating in projects such as lean, 5-S and Kaizen.• Perform any other tasks assigned to support and improve the overall operations.• Responsible for directing, delegating, supervising, organizing, and planning.• An ability to think ahead and plan. • The ability to organize and manage multiple priorities. • Customer service systems development and deployment experience. • Problem analysis and problem resolution at a functional level. • Responsible for employee training and development. • Strong customer orientation. • Excellent interpersonal and communication skills. • Strong computer proficiency
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Customer Service Director • Waterloo, IA

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