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Top 50 Customer Service Director Skills

Below we've compiled a list of the most important skills for a Customer Service Director. We ranked the top skills based on the percentage of Customer Service Director resumes they appeared on. For example, 18.2% of Customer Service Director resumes contained Customer Service as a skill. Let's find out what skills a Customer Service Director actually needs in order to be successful in the workplace.

These are the most important skills for a Customer Service Director:

1. Customer Service

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high Demand
Here's how Customer Service is used in Customer Service Director jobs:
  • Provided exceptional customer service to over 200 distributors of animal health products.
  • Led operational restructuring and turnaround of Customer Service and Warranty Department.
  • Assigned daily work areas and supervised 60 customer service representatives.
  • Reduced inventory carrying costs $300K annually while improving customer service levels by implementing value chain analysis through the distribution channel.
  • Integrated three post sale customer service groups into one consolidated team to improve service efficiency and streamline customer POC.
  • Re-engineered customer service teams consisting of 17 locations and 150 people to two centralized locations and 86 people.
  • Team recognized as providing the best customer service in the industry by key accounts WWW and Coach.
  • Lead a 24/7, 365-day-a-year customer service call center for this leading video game developer.
  • Cooperated and collaborated with all Clinical team members to support customer service and company growth.
  • Led all aspects of customer service for a division with over 6 million accounts.
  • Hired, trained, and coached a team of 15 Customer Service Technicians.
  • Managed two call centers including collections and customer service staff of thirty employees.
  • Manage, train, and guide junior sales and customer service representatives.
  • Expanded the Customer Service team to respond to increases in sales volumes.
  • Create and implement customer service policies and procedures.
  • Managed the company's customer service staff.
  • Established broad Customer service plan.
  • Led administrative responsibilities including scheduling, answering phones, ordering, customer service, and recordkeeping.
  • key in-house contact for customer service, sales inquires and technical concerns.
  • Promoted from Marketing Assistant to Director of Customer Service Managed Million-Dollar Print Advertising Campaign Operated Industry Trade Show Display Booths

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19 Customer Service Jobs

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2. Technical Support

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high Demand
Here's how Technical Support is used in Customer Service Director jobs:
  • Improved productivity and eliminated redundancies by instituting new technical support and training procedures that were implemented across organization.
  • Managed sales administration and technical support teams through global SAP implementation with responsibility for sales order administration setup
  • Worked extensively with dealer and distribution network providing warranty, technical support and employee/customer training.
  • Headed customer service business segment and generated leadership technical support and warranty services.
  • Provided Technical Support for hospital administrators.
  • Managed a technical support team of five persons responsible for managing 3,000 systems across multiple company networks in a 24/7 environment.
  • Managed 1-800 launch and call center operations for 325-seat blended customer service and technical support center supporting 7MM Netflix customers.
  • Added 50-agent technical support department, reducing customer service handle times by 20 seconds from 3:20 to 3:00..
  • Developed a three-tier technical support team, which consisted of 3 managers, 15 support engineers.
  • Managed computer hardware and software technical support unit for over 110 government computer systems worldwide.
  • Designed and delivered the Global Technical Support Organization in the US and the UK.
  • Led group of ten professionals providing technical support, training, and consulting.
  • Developed and managed a 24/7 telephone support center for product technical support.
  • Hired and retained qualified developers, technical support personnel, and trainers.
  • Promoted to manage the global technical support and sales administration teams.
  • Managed daily activities of the Customer Service and Technical Support department.
  • Monitored and responded phone and e-mail requests for technical support.
  • Directed 2 technical support teams supporting customers' domain, hosting, ecommerce, and email services.
  • Directed worldwide field service team completing installations, training, customer issue resolution and continuing technical support.
  • Migrated inbound technical support calls to BPO/3rd-party (Convergys) call center.

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3. Customer Service Department

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high Demand
Here's how Customer Service Department is used in Customer Service Director jobs:
  • Recruited to strategically build the Customer Service department to provide an exceptional level of customer service both internally and externally.
  • Achieved 92% efficiency rates for warranty processing by combining two customer service departments and defining specific job qualifications.
  • Develop and organize policy and procedures is association with the customer service department including training of new/temporary associates.
  • Managed customer service department to provide superior customer service.
  • Developed and implemented a start up Customer Service Department.
  • Created incentive program for the customer service department
  • Convert the Customer Service Department into a Service and Sales team which contributes the 70% of the company sales.
  • Oversee a fast-paced Customer Service Department for an online group travel agency with sales volume over $25M.
  • Managed customer service departments to achieve and maintain goals and provide excellent service to clients and partners.
  • Manage a staff of 8 employees in the Customer Service Department, Web Administration, and Invoicing.
  • Consolidated Circulation and Customer Service departments, resulting in a cost saving of $240,000.00.
  • Developed a very successful customer service department from ground up.
  • Created and cultivated the Customer Service department at Quench.
  • Managed the day-to-day operations of the customer service department.
  • Established Customer Service Department from the ground up.
  • Managed the customer service department of 8 employees.
  • Created and started the Customer Service Department.
  • Manage the entire Customer Service Department and implementation of all factory services to new locations as expansion began in California and Montana
  • Implemented company's first customer service department Maintained relationships with customers, designed marketing materials
  • Restructured the Customer Service Department as of [ ].

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5 Customer Service Department Jobs

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4. ISO

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high Demand
Here's how ISO is used in Customer Service Director jobs:
  • Participated with supervisory team to create standards for telephone monitoring used for training, performance reviews, and customer satisfaction analysis.
  • Implemented supervisor work skills and documentation reviews, and provided training and retention recommendations to the general manager.
  • Established policies and procedures; enhanced ISO and business intelligence operations.
  • Lead 3 supervisors and a team of 25 Customer service representatives in the Industrial Center of Excellence for the America's.
  • Handled customer service for both new and returning customers in sales and service, acted as liaison for customer complaints.
  • Developed and completed methods and procedures for department, in order to achieve ISO9001, TL9000, and Quality certifications.
  • Developed and led a staff of 9 Supervisors (Team Leaders) and 125 Membership Rewards Associates.
  • Directed and managed central admissions coordinators, Admission nurses, Hospital Liaisons and other support staff.
  • Hosted plant and branch tours and acted as liaison for business executives at the branch.
  • Created the entire department's matrix from Agent, to Lead, to Supervisor.
  • Lead and developed a staff of 4 Managers as direct reports and 15 Supervisors.
  • Designed organization's complaint handling structure, which passed both ISO and CE-mark audits.
  • Provided continuous coaching and feedback to Supervisors, Leads and all reported employees.
  • Served as a liaison between departments to ensure optimal service.
  • Key liaison between the business organizations and IT management.
  • Assisted in ISO 9000, and NOP accreditation.
  • Chaired the Member Advisory Committee.
  • Reorganized associates in all call centers to improve morale and increase efficiency by developing supervisory teams and relocating unproductive associates.
  • Performed strategic comparisons, benchmarked & leveraged industry best practices for maximum impact.
  • Managed staff of 60 CSRs, supervisors, and managers in Cincinnati, OH, as well as third-party service.

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5. Process Improvement

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high Demand
Here's how Process Improvement is used in Customer Service Director jobs:
  • Experience included 2 years of Credit Manager responsibility and 1 year of quality improvement team training and process improvement project facilitation.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Led process improvement initiatives, achieving significant reductions in transaction time and improvements in quality of service.
  • Develop and implement customer service process improvements, training and knowledge management.
  • Reviewed call center statistics to measure staff performance and develop process improvements.
  • Selected to lead the benefit management business process improvement project.
  • Led process improvement initiatives across the complex matrix organizations.
  • Advocated for process improvements for customer service representatives.
  • Fostered an environment which encouraged continual process improvements.
  • Identified process improvements and expense reduction initiatives.
  • Increased customer satisfaction through survey process improvements.
  • Led Order Management process improvement forum.
  • Championed Six Sigma project to reduce defects/complaints resulting in 2 dozen process improvements for the Customer Service and the Enrollment Departments.
  • Cut budgeted headcount 5% year-over-year through improvements to key performance metrics and continuous process improvement efforts.
  • Lead and participate in divisional, regional, and national process improvement programs.
  • Enhanced the customer experience through process improvement and employee development.
  • Provided leadership and vision for a process improvement culture.
  • Improved customer experience and increased retention rates through leveraging customer feedback, implementation of strategic business initiatives and driving process improvements.
  • Led Kaizen process improvement projects across Operations teams for quick and long term fixes.
  • service quality, business transformation, change management and process improvement initiatives.

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1 Process Improvement Jobs

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6. Training Programs

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high Demand
Here's how Training Programs is used in Customer Service Director jobs:
  • Monitored and analyzed customer satisfaction, developed and implemented training programs, and established policies for customer inquiries and inbound/outbound sales.
  • Developed and implemented comprehensive training programs, enhancing patient experience, wait time experience and overall patient satisfaction.
  • Provided strong customer communications and awareness through setting proper expectations effective best practices, and training programs.
  • Developed training materials and training programs to support quality claims processing and customer service.
  • Developed several training programs on order processing, computer system and reporting.
  • Improved productivity and morale by developing and implementing effective training programs.
  • Directed all activities related to the successful delivery of customer services, technical maintenance, training programs, and account management.
  • Devise, supervise, and coordinate training programs or media which will increase proficiency in safe practices and promote HSE consciousness.
  • Conduct staff meetings and training programs to enhance efficiency and production levels; develop and document procedures on service enhancements.
  • Key member of Corporate Re engineering team to identify future state of systems and institutionalize system adoption and training programs.
  • Implemented retraining programs and consistent policy that led to customer testimonials heralding the best customer experience in the industry.
  • Established, identified, and developed training programs to drive excellent customer service and encourage team member growth.
  • Achieved revenues of over $1million dollars, through contract support, certification programs, and training programs.
  • Created infrastructure for Customer Service including; all policies and procedures, operational guidelines and training programs.
  • Developed and implemented training programs using weekly staff meetings, one-on-one coaching, and computer shadowing techniques.
  • Achieved a high level of customer satisfaction through quality training programs and effective customer support structure.
  • Created and implemented new training programs producing quality Representatives in 30% of the time.
  • Developed training programs for new hire, as well as, ongoing associate development.
  • Initiated service training programs at all company levels, maintaining consistent service levels.
  • Created and conducted staff and user training programs and materials.

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7. Logistics

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high Demand
Here's how Logistics is used in Customer Service Director jobs:
  • Plan and execute on strategic reverse logistics vendor consolidation project to provide a consistent customer experience globally.
  • Selected logistics providers and established successful global distribution operation with warehouses in 6 countries.
  • Coordinated and oversaw event planning and logistics.
  • Worked with Ireland Development Authority, local real estate, secured local staffing (technical, logistics and finance).
  • Managed all Customer Service and Logistics operations for the School, Band, Mass Merchant and Dealer channels.
  • Managed field operations, technical support, and service logistics support in U.S., Europe, and Asia.
  • Plan establishment, support structure and full transition of Logistics and Customer Service functions in 9 months.
  • Reduced operating expenses by $3 million per year by centralizing customer service and logistics.
  • Implemented logistics restructure and a worldwide Hub Strategy for distribution in lieu of existing model.
  • Maintained and managed supply logistics for 32 academic centers over a 10 state area.
  • Managed logistics, demand, inside sales and customer service functions.
  • Restructured the logistics and supply pipeline for Western North America.
  • Deployed the domestic and international logistics shipment schedule to improve deliveries, thus increasing customer satisfaction and improved distribution efficiencies.
  • Developed quality control and logistics policies Developed in store receiving, special order management best practices
  • Spearheaded scheduling and logistics for Global installations, retrofits and field issues for all Solar Inverter and related equipment.
  • Improved key logistics KPIs across areas such as cube utilization, inventory accuracy, and on time delivery.
  • Spearheaded the development, start-up and implementation of the Mexican logistics operation for Epes Transport.
  • Collaborated with business process owners and SMEs to develop order flows and reverse logistics model.
  • Managed the spare parts order and logistics group.
  • Directed logistics managers in Kuala Lumpur and London.

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4 Logistics Jobs

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8. Key Performance Indicators

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high Demand
Here's how Key Performance Indicators is used in Customer Service Director jobs:
  • Improved performance of 300-person team through training and implementation of key performance indicators and performance-based scheduling.
  • Implemented key performance indicators for Customer Service to ensure compliance with major account service level agreements.
  • Analyzed key performance indicators and prepared reports for upper management.
  • Developed a system of key performance indicators measuring employee/department efficiency.
  • Executed Client Service Expectations Key Performance Indicators (KPI) program for the department.
  • Implemented Six Sigma projects that improved key performance indicators by 50%.
  • Leveraged workforce potential, measured and improved key performance indicators, and streamlined workflow for Internet-based health and wellness company.
  • Manage co-location partners and service delivery Key Performance Indicators (KPIs).
  • Order and receive products Effectively document the key performance indicators of the week through the weeks sales and google analytics.

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9. CRM

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high Demand
Here's how CRM is used in Customer Service Director jobs:
  • Developed and implemented an outsourced state-of-the-art customer service function supporting all products worldwide via a Web-based CRM solution.
  • Developed a customer relationship management (CRM) database resulting in improved customer support and report tracking by 50%.
  • Assumed responsibility for the ECRM field service team that was providing 2nd level support to contracted service providers and dealers.
  • Designed CRM strategy utilizing web technology, CTI, and e-response that improved profitability 15% with 400 FTE.
  • Selected the appropriate Client Relationship Management (CRM) system to be utilized by the corporate office.
  • Worked with vendors as needed (business cards, recording services, CRM system).
  • Managed transition of support organization from a Lotus Notes based CRM solution to SAP.
  • Implemented a CRM system (SalesForce.com) for Customer Support activities and performance metrics.
  • Implemented new CRM and phone systems; Closing the facility eliminated associated costs.
  • Own the case management CRM tool and support it for the entire company.
  • Developed CRM user guide for the system's use within the company.
  • Trained all associates in Customer Service Techniques, CRM, and SOP.
  • Implemented IVR, CRM and Web Collaboration for call volume reduction objectives.
  • Enhanced documentation and order processing by implementing new CRM system.
  • Worked with IT partner to design and incorporate CRM database/package.
  • Added client information and data to company's CRM.
  • Worked in partnership with IT Department to convert current CRM to Salesforce for customer interactions.
  • Utilized and ran reports out of CRM database (Siebel).
  • Led the implementation of Oracle' Customer Care and Billing (CC&B) CRM.
  • Directed implementation of Softfront CRM system and e-Medsys.

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1 CRM Jobs

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10. Direct Reports

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high Demand
Here's how Direct Reports is used in Customer Service Director jobs:
  • Direct reports included Directors and Divisional Vice President.
  • Manage 4 direct reports, and 25 indirect reports (indirect reports take escalation/help desk calls from third-party vendors).
  • Hired, led, coached and held performance reviews for six direct reports overseeing a team of 200.
  • Directed $17.5M retail sales, 596 accounts and 16 direct reports, 150 total department staff.
  • Recruited/Hired 4 exempt direct reports in charge of supervising a staff of 55 customer service representatives.
  • Directed a centralized and decentralized Customer Service Department with 6 direct reports and 70 indirect reports.
  • Direct reports included 3 Managers and 1 System Analyst/Trainer overseeing a department of 39 associates.
  • Budget responsibility for ~$24MM; managed 6 direct reports and 290 indirect reports.
  • Maintained impeccable rapport with all customers, inter-company departments, sales contacts and direct reports.
  • Directed day-to-day activities for up to 12 direct reports and over 130 indirect reports.
  • Managed $5MM budget, 35 direct reports, and 4 indirect reports.
  • Direct reports included two directors, four managers, and one engineer.
  • Supervised 3 direct reports and a staff of 30 in daily activities.
  • Direct reports consisting of a Customer Service Sr.
  • Managed 8 direct reports and 94 indirect reports.
  • Hire, train, evaluate direct reports.
  • Managed 9 direct reports and 21 indirect.
  • Managed three supervisors and their direct reports.
  • Managed department with five direct reports.
  • Managed $38 million in O&M, 8 direct reports, and 500+ employees.

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11. Order Entry

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high Demand
Here's how Order Entry is used in Customer Service Director jobs:
  • Improved accruals and brought visibility on-product profitability during order entry by establishing rebate masters for customer contracts.
  • Pioneered QA/WFM strategy that reduced COPQ 25%, order entry error ratio 40% and revenue per call 28%.
  • Designed, wrote and edited the first Order Entry Manual to help standardize internal operations and increase efficiency.
  • Achieved service level goals for Order Entry accuracy, inbound call volumes, Average Handle Time and Quality.
  • Worked with corporate IT department to identify and develop remote order entry system for outside sales force.
  • Oversee operations for 2 retail locations (order entry, shipping/receiving, transfers, returns).
  • Oversee customer order entry, troubleshooting any issues that might result in late or incomplete orders.
  • Delegated, supervised and reviewed the various projects and orders within the Order Entry department.
  • Directed all customer service functions including purchase order entry, order processing and shipping schedules.
  • Managed order entry and customer service team for all International licensee's.
  • Decreased turnaround time in Order Entry from four weeks to 2 days.
  • Assist with implementation of remote web based system for order entry.
  • Managed order entry, customer service, and call center departments.
  • Streamline the order entry process and implemented a production scheduling process.
  • Interviewed and trained new Order Entry/ Customer Service employees.
  • Directed Order Entry and Customer Service departments globally.
  • Implemented innovative systems to decrease order entry and production scheduling errors on custom window products.
  • Performed accounts receivable duties; sales order entry; invoicing; procurement and credit card processing 2.
  • Job Planning / Order Entry Trained three employees in order entry department to produce excellent job tickets.
  • Controlled all phases of production, including mailroom, order entry and customer service.

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12. Human Resources

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high Demand
Here's how Human Resources is used in Customer Service Director jobs:
  • Partner with Human Resources and Management team to develop and implement policies and programs to support the Company's business strategies.
  • Directed all human resources, scheduling, productivity and credit card processing as well as revenue reporting.
  • Served as back-up for Human Resources Manager, Reception, Driver Check-in and Full Service Accounting.
  • Partnered with the Store Director and Regional Human Resources Director to manage employee relations concerns.
  • Applied human resources practices and programs in a dynamic organization.
  • Provided all aspects of Human Resources in the contact center.
  • Exhibited excellent customer service and communication skills Served as Human Resources for clientele as well as staff members
  • Performed all human resources, including payroll and benefits coordination.
  • Worked independently on complex analytical human resources management issues.

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13. Service Levels

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high Demand
Here's how Service Levels is used in Customer Service Director jobs:
  • Implemented customer service differentiation and segmentation strategy driving 15% improvement in service levels for key customers with zero incremental spend.
  • Monitored and managed provider adherence to contractual metrics to promote and maintain customer satisfaction and defined service levels.
  • Designed strategic processes and performance measures and introduced quality measures that improved service levels.
  • Monitor service levels to ensure customer expectations are exceeded.
  • Developed internal service levels and metrics.
  • Designed and deployed self service technology, improving service levels and attaining utilization rates of 25%, exceeding targeted ROI.
  • Managed the migration of five large accounts to a new systems platform, without loss of service levels across all accounts.
  • Project addressed company-wide pain points and served as a bridge for strengthening cross departmental relationships in addition to improving service levels.
  • Maintained these increased service levels, in conjunction with rapid growth, over the course of the next three years.
  • Maintain account relations and desired service levels through communication, travel, and partnerships with various internal/external team members.
  • Led team that developed and implemented an action plan to increase service levels and reduce overall logistics costs.
  • Maintained compliance with service levels and client contractual commitments; achieved labor and non-labor budget requirements.
  • Increased service levels immediately, providing a 220% improvement to overall statistics within three months.
  • Maintained service levels while supporting year over year growth rate of over 1000%.
  • Maintain department service levels for AHT of 325 seconds abandonment below 5%.
  • Staffed call center to support new shifts/hours accordingly while maintaining successful service levels.
  • Established and instituted call center guidelines and service levels for claims processing.
  • Reduced distribution network by 25% while improving customer service levels.
  • Restructured department into 4 teams which supported scalability, optimized service levels, and provided staff development and advancement opportunities.
  • Enhance overall value through assessing service levels, tracking operational efficiencies, and streamlining processes to ensure that requirements are met.

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14. Customer Relations

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high Demand
Here's how Customer Relations is used in Customer Service Director jobs:
  • Instituted and managed daily production schedule, coordinated creative projects, managed customer service representatives, customer relations and sales calls.
  • Managed customer relations correspondence with all Federal Communication Council and Help Desk Team of 12 technical personnel.
  • Established infrastructure to support customer relationship management, increase strategic initiatives, and generate high-growth opportunities.
  • Develop customer relationships and partnering with facilities and families to develop customers for life.
  • Implemented and modified a corporate directed training program designed to maximize customer relations.
  • Developed and maintained existing customer relationships in order to achieve customer satisfaction.
  • Cultivated new and existing customer relationships including contract negotiation and rates.
  • Managed key customer relationships and salvaged several potential customer losses.
  • Provided Management feedback on product performances and customer relations problems.
  • Oversee customer relationships through identifying and resolving service issues.
  • Supervised customer relations, services and communications.
  • Design, deploy, and administer all areas of customer relations including billing, sales, support, and customer satisfaction.
  • Manage local and HDQ customer relationships for all 14 customers to ensure information and communication is seamless.
  • Work to cultivate customer relationships while serving as the lead brand advocate throughout the Company.
  • Defined the sales cycle, created and developed standards for customer relationship management.
  • Promoted positive customer relations and supported 12 sales staff.
  • Oversee & strengthen customer relations to ensure retention.
  • Initiated and established the Customer Relations and computer Operations Departments and oversaw personnel in both departments.
  • Maintained customer relationships with medium-sized commercial customers.
  • Promoted positve customer relations to improve the overall experience and win repeat business.

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15. Customer Complaints

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Here's how Customer Complaints is used in Customer Service Director jobs:
  • Coordinate resolution of customer complaints with sales, development, operations, technical documentation, management and/or other company resources.
  • Developed a computerized documentation process that captured and tracked over 2.6 million customer complaints on an annual basis.
  • Develop and establish procedures and policies governing customer correspondence and handling of customer complaints.
  • Developed procedures and policies for better handling of customer correspondence and customer complaints.
  • Resolve customer complaints by investigating problems, developing solutions and making recommendations.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Established metrics and implemented processes to measure customer satisfaction, customer complaints, service issues and effective customer call routing.
  • Led team of 6 to achieve 0 customer complaints for 3 years by coaching employees to provide superior customer service.
  • Developed a system-wide process and methodology to track and manage customer complaints in compliance with state and federal requirements.
  • Instituted a continuous improvement cycle for processes such as customer complaints and training.
  • Oversee all relations with customers of the company including resolving any customer complaints.
  • Evaluate and solve customer complaints and concerns through online ticketing system.
  • Analyze, recommend, and execute resolution to non-routine customer complaints.
  • Reduced backlog of customer complaints 40% in 2 months.
  • Assign resources to the resolution of customer complaints.
  • Resolved customer complaints regarding sales and service.
  • Resolved customer complaints for multiple field locations.
  • Analyzed and reported web site functionality and customer complaints to improve levels of service and revised internal company policies.
  • Work closely with Konecranes Service and external customers to provide timely quotes, order status, and resolve customer complaints.
  • Reduced customer complaints by 92% while increasing support efficiency by improving response rates.

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16. Project Management

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average Demand
Here's how Project Management is used in Customer Service Director jobs:
  • Leveraged extensive technical experience and highly detailed project management & coordination with numerous entities across the country.
  • Use project management methodology to plan and conduct team training and individual development.
  • Transitioned account managers into a professional project management team.
  • Provide high-level customer service, including customer support and training; project management for special projects involving programming and sales departments.
  • Managed fulfillment, mail and print project management and customer service personnel in support of major global customers.
  • Provided project management to create the organization's master data file team (8 members).
  • Managed SaaS operations, support, project management, inside sales and user assistance teams.
  • Cut costs by $5M by increasing in-house project management activity versus external PM costs.
  • Implemented business systems for support, project management, operations and inside sales.
  • Provided direction to project management, field management, and procurement staffs.
  • Lead Customer Project Management Organization of 32 + people.
  • Established processes and metrics for support and project management.
  • Created a new project management team and standardized reporting !
  • Established Project Management Office (PMO) function.
  • Advanced project management, training and leadership skills.
  • Led direct mail project management efforts.
  • Project management and TQM training.
  • Manage operations teams, project managers in Project Management Office (PMO), and hosting partners US and offshore.
  • Established the company's Project Management Office; recruited and trained the project management team.
  • Project management o Led project for new POS training for new store openings.

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17. Customer Base

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average Demand
Here's how Customer Base is used in Customer Service Director jobs:
  • Led corporate project involving successful customer transition to next generation of product through effective communication with Sales team and customer base.
  • Managed complex customer requirements for large customer base, while adhering to corporate and governmental policies and regulations.
  • Developed marketing and communications to current customer base including schedule faxing, emails, product shipping and CSS web pages.
  • Managed Customer Service teams responsible for ensuring the success of customer base across two sites and multiple lines of business.
  • Oversee customer service direct response to an e-commerce customer base through telephone, email, and live chat.
  • Increased customer base by over 300% through social media, internet, and local market trend knowledge.
  • Managed client relationships to leverage additional sales into existing customer base and drive references for new sales.
  • Lead regional efforts to centralize and standardize customer service to leverage optimal service for customer base.
  • Managed the Service Delivery and Customer Service functions for the Emerging Markets customer base.
  • Reported directly to the CEO; develop new and existing core-customer bases.
  • Defined and set strategy for service solutions that supported the Sony Ericsson customer base, product portfolio and financial/operational targets.
  • Implemented annual price adjustments to global customer base Project Management.
  • Implemented Signature Service level of support to highest revenue generating customers increasing customer satisfaction within this customer base by 40%.
  • Utilized customer service initiatives that increased the market share and leverage for Insologic's insurance lines with its customer base.
  • Directed a team of 20 employees tasked with providing technical and sales support for customer base within the healthcare industry.
  • Succeeded in maintaining the customer base amidst product performance concerns, resulting in retained revenue.
  • Engaged existing and new customer base to ensure smooth workflow and resolve internal bottlenecks.
  • Provide pre and post-sales support for software as a service customer base.
  • Maintained communication with customer base in regards to safety issues.
  • Developed "win-back" programs and promotions to regain and retain customer base in extremely competitive industry.

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18. Customer Care

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average Demand
Here's how Customer Care is used in Customer Service Director jobs:
  • Preformed interviews and made hiring recommendations for Customer Care Department.
  • Turned around Customer Care training program for customer service representatives.
  • Trained new customer care representatives.
  • Direct all activities of two customer care managers, the customer care team and function as the voice of customer feedback.
  • Developed and implemented global customer care strategy for 100+ employees in 7 locations across North America, Europe and Asia.
  • Reconstructed Customer Care Call Center and reduced abandonment rate from over 25% down to 4% within 6 months.
  • Analyzed organizational chart structure, responsibilities of each team member, processes within customer care and Key Performance Metrics.
  • Implemented Sprint's only integrated LD, PCS and Local (UNE-P) customer care operation.
  • Directed operations of inbound call center, data processing & intensive customer care unit.
  • Adjusted budget to ensure compliance with mission statement and customer care expectations.
  • Reviewed and processed all credit request issued by the Customer Care Department.
  • Established benchmarks for the Customer Care orders and system inputs.
  • Implemented Call Recording System and process for Customer Care.
  • Developed and Implemented IVR Customer Care Survey.
  • Interviewed and hired customer care agents.
  • Developed Quality Assurance form and evaluation procedures to effectively evaluate customer care agents.
  • Directed customer care center team of approximately 40 customer care / sales retention agents and management team.
  • Achieved the leading score on associate satisfaction surveys (AOS) amongst all customer care groups.
  • Trained all Customer Care Managers on use of Avaya Software Tools.
  • Selected, configured and deployed best in class business systems to provide better customer care.

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19. Daily Operations

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Here's how Daily Operations is used in Customer Service Director jobs:
  • Define and direct all Customer Service and related Call Center activities and processes with measurable results to effectively manage daily operations.
  • Executed daily operations of staff planning and scheduling observed and evaluated workers' performance.
  • Manage National call center daily operations and performance improvement.
  • Emphasized involvement in daily operations including customer service, billing, accounts payable, payroll, and purchasing.
  • Manage daily operations for Master Control, Origination and traffic services, managed projects, communications and reporting.
  • Re-launched customer service by following a disciplined approach for daily operations, reporting, and strategic planning.
  • Provided oversight of daily operations of Call Center, Account Services, Correspondence and Receipting departments.
  • Lead, manage and supervise the daily operations of the customer service and enrollment Department.
  • Executed daily operations of accounts receivable management for over $4 billion in annual revenue.
  • Managed and supervised daily operations of reception desks and 20+ person customer service team.
  • Trained new staff members on daily operations pertinent to perform their job.
  • Managed daily operations of outbound Call Center Staff and middle management.
  • Supervised daily operations in the customer relation section of the company.
  • Oversee the daily operations of a customer service team.
  • Maintain daily operations and equipment of spa.
  • Oversee daily operations in office.
  • Executed daily operations of sales.

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20. Internal Departments

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Here's how Internal Departments is used in Customer Service Director jobs:
  • Managed Customer Service teams ranging from 40-55 staff, providing support for multiple internal departments and external customers.
  • Interact with internal departments to develop, implement and maintain client directed projects.
  • Manage all EDI transmission coordination between internal departments and the sales team.
  • Developed Standard Operating Procedures and streamlined workflows between internal departments.
  • Created VOC task force with direct access to Product Development Customer Care Product Management and liaison with all key internal departments

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21. EDI

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Here's how EDI is used in Customer Service Director jobs:
  • Supervised daily processing of credits and approval of replacement/return orders.
  • Initiated and developed customer credit and collections procedures.
  • Dedicated to constantly streamlining business processes.
  • Monitor product flow into our East/West Coast facilities and partnered with Logistic team to efficiently expedite orders from Third party facilities.
  • Provided day to day direction and leadership to expedite and prioritize daily customer issues, emergencies and special requests.
  • Utilized and trained personnel on Electronic Data Interchange (EDI) freight tendering system and Innovative transportation software.
  • Screened casting notices submitted for inclusion on the site and made edits when necessary.
  • Restructured the credit department in processes and involved in all areas of management decisions.
  • Review and monitor invoicing, return goods, credit and debits within establish guidelines.
  • Contacted the credit card company for bank telephone number and address verification.
  • Supported 50 customer service staff that provided quality service to Medicaid recipients.
  • Acted as copywriter and editor for online content and all company content.
  • Manage a staff of 8 employees in the Accounts Receivable/Credit Department.
  • Supervised credit model for service obtainment in four Regional Service Areas.
  • Converted and modernized telephony system enabling the monitoring of team members to identify and remediate deficiencies in performance.
  • Performed Accounts Receivable duties including invoicing, credits, researching chargebacks, discrepancies and reconciliations
  • Introduced EDI (Electronic Data Interchange), Sinfos Data Pool and EAN 128 palette identification systems.
  • Demonstrated analytical forecasting skills by creating, achieving, and exceeding sales forecast and merchandise plan.
  • Managed finished goods forecasts of 900 SKUs exceeding on-time delivery and inventory turns goals.
  • Reorganized Data Entry functions from four offices to one exceeding goals of 24 hour turn around and 98% accuracy.

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22. Phone Calls

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Here's how Phone Calls is used in Customer Service Director jobs:
  • Take escalated phone calls from customer service representatives.
  • Pioneered and implement a tracking system for phone calls and service tickets o Improved knowledge by all on status of problems.
  • Answered phone calls from customers regarding shipments, orders, returns, billing inquiries, proof of delivery, etc.
  • Monitor phone calls to observe agent demeanor, technical accuracy, and conformity to HIPAA and Company standards.
  • Coached team members on how to properly receive incoming phone calls and make outgoing phone calls.
  • Answered all inbound phone calls, emails and social media inquiries regarding our products.
  • Placed telephone calls at request of clients and to locate clients in emergencies.
  • Audited phone calls to ensure quality service and accuracy of information.
  • Responded to daily e-mail and incoming and outgoing phone calls.
  • Provide scripts to read from during phone calls.
  • Take phone calls Process debit, credit, and check by phone payments.

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23. Data Entry

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Here's how Data Entry is used in Customer Service Director jobs:
  • Assist with counter sales, accounting/book work, data entry, and customer service.
  • Trained Customer Service & Job Planning employees on correct production specifications and data entry.
  • Managed more than 35 employees' performance and productivity in Data Entry.
  • Supervised data entry for major events and camps.
  • Reviewed all billing system data entry.
  • Increased sales conversion from 46% to 83% Data Entry Processing responsible for 8,000 accounts weekly.
  • Better processes meant less manual data entry points and a reduction in errors.
  • Staff scehduling, payroll and timekeeping system , data entry services for hours and scheduling shifts.

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24. IVR

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Here's how IVR is used in Customer Service Director jobs:
  • Reduced customer contacts by 25% with the implementation of IVR and building self-help Knowledge Base applications to triage customer contacts.
  • Worked with IS team to determine call center call routing, prompting, IVR options, and recorded greetings.
  • Implemented CISCO VOIP platform for call center initiatives and IVR technology, reducing operational costs by $2MM annually.
  • Revised IVR; changes which improved customers' self-service by 38% and raised CSAT by 15%.
  • Accomplished 100% independent service center location contacts by purchasing new IVR system to self-service direct.
  • Created self-serve customer tools via website and interactive voice response (IVR) system.
  • Headed project team for new IVR system from vendor selection to go-live.
  • Designed and implemented IVR and quality tools.
  • Revised IVR and improved customers self-service by 38% and raised CSAT to 97%.
  • Converted two outdated, non-supported IVR platforms to Avaya Voice Portal.
  • Implemented workforce management, IVR system, billing backend, auto-dialer dispatch service, and auto-dialer collection calls.

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25. Customer Service Organization

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Here's how Customer Service Organization is used in Customer Service Director jobs:
  • Established a world-class customer service organization by developing and managing accountable team members, aligned behind objectives.
  • Managed global Customer Service organization supporting voice, video and data transport systems.
  • Transformed customer service organization into a valued partner in achieving strategic business goals.
  • Lead multiple departments in Customer Service organization for managed vision care customers.
  • Redefined job responsibilities, compensation and processes for customer service organization.
  • Directed massive change management to the customer service organization.
  • Created the Customer Service organization.
  • Managed a decentralized Customer Service organization for $550 Million in Sales volume with over 16 Plant locations throughout the U.S.
  • Served as the single point of contact for the Customer Service organization on key evolution projects across all application areas.
  • Led the development of a manpower planning model for the Philips PCCI Customer Service organization (300 FTE).
  • Led consolidation of customer service organization to a single site, while maintaining service continuity to all customers.
  • Integrated two mergers and acquisitions for the customer service organization, recognizing $2,840,000 in synergies.
  • Developed worldwide customer service organization due to the merger of Halliburton and Dresser Industries.
  • Transformed the customer service organization experiencing poor performance and a lack of strong leadership.
  • Managed the entire customer service organization based in Boulder, CO.
  • Hired to lead restructuring of the Consumer Customer Service Organization.
  • Managed customer service organization with 200 inbound representatives Developed and implemented program to increase sales generated through inbound calls.
  • Shifted Customer Service organization from order entry to active account management with upsell/cross-sell capability.
  • Promoted to transform underperforming customer service organization into department now ranked as exceptional by more than 90% of surveyed customers.
  • Established tools and metrics for all aspects of Egenera's Customer Service Organization.

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26. Order Fulfillment

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Here's how Order Fulfillment is used in Customer Service Director jobs:
  • Managed the interrelationships of business processes through order placement, order management and order fulfillment.
  • Implemented new procedures and streamlined current processes, ensuring competent and efficient order fulfillment.
  • Completed restructure and reorganization of parts department and order fulfillment process.
  • Oversee daily order fulfillment from 95 Steve Madden retail stores and 2 warehouses, as well as shipping to International customers.
  • Improved on-time order fulfillment from 67% to 89%, while increasing invoicing accuracy from 76% to 99.7%.
  • Directed the Customer Services operation (Account Management, Call Center, Data Conversion, Order Fulfillment, Training).
  • Worked extensively with accounts payable, accounts receivable, order processing, order fulfillment, and other projects as directed.
  • Implemented and managed business plan development, strategy, and budgetary control for National Contact Center and MCO/Medicaid Order Fulfillment.
  • Managed Major Account Teams with focus on order fulfillment, operational excellence, POS sales, and profitability.
  • Managed $3.1M operations and supply budget for Customer Service and Distribution / Order Fulfillment operations.
  • Streamlined order fulfillment utilizing the CRM/KM system and customer portal for the newly released product.
  • Managed the order fulfillment process including order entry, processing, and shipping.
  • Enhanced order fulfillment performance to the dealer network (score card development).
  • Led a team of 8 employees responsible for the order fulfillment process.
  • Oversee management of 5 employees in our small package/internet order fulfillment center.
  • Originated EDI system for ease of order fulfillment.
  • Develop and execute the customer service operations strategy, responsible for order fulfillment and customer relations.
  • Provided training in customer service excellence and problem solving which expeditedcustomer order fulfillment and satisfaction.
  • Provided effective leadership through building and inspiring a high-performance team responsible for order fulfillment of healthcare supplies and equipment.
  • Implemented company's order fulfillment and distribution system after the acquisition of Mossy Oak and Spalding.

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27. Order Processing

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Here's how Order Processing is used in Customer Service Director jobs:
  • Restructured department resulting in improved customer relations by improving receipt to completion time for order processing within first month.
  • Reduced manual order processing touches by streamlining processes and improving productivity.
  • Implemented Oracle order processing interface to support surgical invoice procedures.
  • Required to maintain industry five star and A+ ratings and to ensure that order processing accuracy and volume quotas were met.
  • Implemented improved procedures and processes for escalated service issues, order processing, and service call dispatching and inventory control.
  • Managed a wide variety of functions including Customer Service, Order Processing, Private Label Credit, and E-commerce.
  • Provided a single point of contact for all order processing, delivery scheduling and post-delivery quality and repair questions.
  • Directed season ticket order processing and renewals by phone, mail, and internet.
  • Hire and train customer service representatives, order processing agents, and support staff.
  • Oversee client support, order processing, and inquiry response online and via telephone.
  • Managed 200+ FTE customer services and order processing department for Mail Order House.
  • Provide leadership and direction for the Call Center and Order Processing Department.
  • Manage E-Commerce orders and co-ordinate with warehouse for proper order processing.
  • Order processing, billing, collections, weekly and year-end inventory.
  • Processed complex customer requests, order processing & customer service.
  • Improved order processing from 30% within 24hrs to 85% within 24hrs.
  • Managed inside sales/order processing department achieving 99.7% invoice accuracy with excellent customer satisfaction results.
  • Key Accomplishments: Reduced order processing time from 4 days to under 24 hours by establishing real-time reporting and dashboard monitoring.
  • Transformed the culture of Customer Service from order processing to an ;Inside Sales; support team.
  • Created the policies for order processing, customer service, returns, refunds and all e-commerce..

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28. Business Units

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Here's how Business Units is used in Customer Service Director jobs:
  • Established effective cross-organizational relationships across multiple business units and organizational levels.
  • Direct integration activities across business units on six corporate acquisitions.
  • Designated to lead the Order to Cash transition activities for all five Alcoa business units to the new private firm.
  • Established the Front End of JD Edwards as the common Central Instance for IDEX Business Units.
  • Project managed four business units to one centralized call center implementing one stop shopping.
  • Integrated digital collaboration with IDEX Business Units to standardize and streamline customer touches.
  • Created security groups for business units in support of SOX.

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29. New Accounts

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Here's how New Accounts is used in Customer Service Director jobs:
  • Established new accounts to move distressed/obsolete inventory.
  • Assisted sales and marketing teams in securing new accounts, cultivating relationships and fostering client retention efforts.
  • Managed customer service operations and acted as a liaison between the company and existing and new accounts.
  • Followed up with existing clients, and prospect for new accounts.
  • Establish new accounts through phone calls, personal contact and letters.
  • Develop new accounts off-site and contribute to new marketing programs.
  • Support trainers in opening new accounts and upgrading existing contract.
  • Solicit and call on potential new accounts.

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30. Annual Sales

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Here's how Annual Sales is used in Customer Service Director jobs:
  • Managed customer service teams ($40M) budget across multiple sites that generated over $200 million in annual sales.
  • Process shipping releases for total company orders (US and Canada); $25+ million annual sales volume.
  • Managed full cycle from order entry, installation and invoicing for 4,000 stores and $100M in annual sales.
  • Directed inside sales operation that generated $30 million of annual sales at Ann Arbor, Michigan facility.
  • Created annual purchasing budgets (encompassing 7 countries) to support $140m in annual sales.
  • Organize and maintain the New Jersey 'basics' warehouse; $3+ million annual sales volume.
  • Instituted quality and collections programs which reduced claims form 10% to .1% annual sales.
  • Directed multiple Business call center teams, responsible for achieving annual sales and service goals.
  • Assisted in preparation of annual sales budgets and product forecasting.

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31. Customer Retention

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Here's how Customer Retention is used in Customer Service Director jobs:
  • Created/established productivity and quality metrics/scorecard for the Customer Service, Customer Retention, and Branch Manager Teams.
  • Used relational database analysis to design marketing campaigns for customer retention and upgrade campaigns.
  • Developed and directed strategic and tactical initiatives to maintain and improve customer retention metrics.
  • Conducted customer surveys and corresponding activities resulting in improved customer retention and profitability.
  • Identified opportunities and implemented processes for cross-selling, lead generation and customer retention.
  • Initiated a system to consistently contact inactive customers for customer retention.
  • Created customer service strategies resulting in improved DSL customer retention.
  • Increased customer retention and customer satisfaction.
  • Identified key indicators for customer retention.
  • Created and maintained customer retention program !
  • Achieved a 50% manageable save rate by implementing an effective customer retention program which reduced subscriber churn and increased revenue.
  • Managed inbound customer service department and outbound retention call center and achieved a 16% increase in customer retention.
  • Led efforts to improve Service Division sales by over 100% through improved data analysis and customer retention programs.
  • Implemented customer retention programs, resulting in annual renewal rates of 91% up from 59%
  • Managed a customer base of over 200 accounts with a customer retention rate of 94%.
  • Created and maintained initiatives which brought about consistent revenue growth and customer retention.
  • Increased sales and customer retention by motivating staff via training and incentive programs.
  • Improved customer retention by reducing complaints 5% in the first six months.
  • Achieved 98% customer satisfaction rating and 80% customer retention rate.
  • Resulted in customer retention of $50 million in annual revenues.

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32. Cost Savings

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Here's how Cost Savings is used in Customer Service Director jobs:
  • Identified facilities capable of saving $3.6 million annually, a cost savings of 30% on cost of goods sold.
  • Established a variable compensation incentive plan to motive customer service employees to maintain cost savings metrics and increase department profits.
  • Project resulted in cost savings (60% reduction in overtime), increased CSR productivity and improved customer satisfaction.
  • Realized cost savings of 12.5% annually through analysis of outsourcing arrangements and creation of work at home agents.
  • Closed 4 branches resulting in cost savings and net proceeds from sale of fixed assets of $5 mm.
  • Managed SOW's, performance reviews, and contract resulting in a $600K cost savings in 2015.
  • Worked on cost savings initiatives to save the company money by converting temporary employees to full-time employees.
  • Achieved transportation cost savings of nearly $400,000 while maintaining delivery on-time percentages above 98%.
  • Devised vendor charge back program, resulting in $260,000 annual cost savings.
  • Implemented cost savings procedures to help streamline handling and better use staff time.
  • Merged two branch offices to corporate center for cost savings and efficiency.
  • Achieved a $600,000 cost savings in FY04.
  • Integrated acquired business achieving significant cost savings and strong customer retention.
  • Utilized business analytics to drive strategy, identify cost savings, and add perceivable business benefits to the client.

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33. ACD

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Here's how ACD is used in Customer Service Director jobs:
  • Assessed the company's ACD and IVR capabilities and recommended efficiency improving enhancements to replace outdated technology.
  • Initial response times were virtually eliminated by installing new ACD & IVR telephony and CRM system for tracking all customer activities.
  • Quarterbacked the design and installation of new Siemens ACD telephone system, inclusive of call routing and IVR.
  • Designed and implemented an ACD telephone system with improved call routing and reduced hold times and abandon rates.
  • Monitor interaction between staff and callers to ensure quality assurance standards using ACD phone system.
  • Implemented ACD and staffing changes to reduce abandoned calls from 15% to 2%.
  • Implemented new PBX and ACD Data systems, call monitoring system and workforce management system.
  • Implemented call tracking, knowledge base, web call entry system and ACD.
  • Designed and implemented progressive ACD routing system to support new business.
  • Supervised the preparation of daily reports and monitored the ACD system.
  • Implemented new ACD telephony solution to leverage skills based routing.
  • Introduced and trained management and staff on ACD software package.
  • Monitored ACD groups to decrease the amount of calls holding.
  • Reviewed ACD data to monitor established benchmarks.
  • Utilize Oracle-based systems, including ACD.
  • Key Achievements: Spearheaded the implementation of new organization-wide Telephony system including implementation of VoIP ACD.
  • Sustain a 85/30 Service Level in a 1.5 million yearly inbound call center * Implementation of Aspect and Avaya-ACD system.
  • Negotiated support contracts between financial institution partners and outsource venders, purchased ACD and CRM systems.
  • Leveraged ACD backend systems to create high-level executive reporting and front line report cards.
  • Selected ACD, designed workspace.

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34. Service Delivery

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Here's how Service Delivery is used in Customer Service Director jobs:
  • Provided vision and leadership for service delivery for customers, strategic planning and partnership development.
  • Initiated the Customer Services Council to coordinate the service delivery of all national support managers around the world for all products.
  • Improved the Call Center Service Delivery Statistics to 97% of inbound calls answered within 20 seconds.
  • Used data to bolster service delivery, increase retention, and redefine standard operating procedures.
  • Led 2 direct reports (Customer Service Manager, Technical Service Delivery Manager).
  • Managed team of 308 in service delivery to 22 Fortune 250 national accounts.
  • Motivated team to achieve high customer acceptance of programs and superb service delivery.
  • Defined Call Center service delivery strategy; assigned SME areas of focus.
  • Used PMP principles to enhance and improve our service delivery.
  • Provide oversight of the shared service delivery of infrastructure services.
  • service delivery, service maintenance, operation, and billing for each customer.

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35. Business Development

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Here's how Business Development is used in Customer Service Director jobs:
  • Key participant in various company-wide initiatives, including the revision of quarterly incentive programs and the design of business development strategies.
  • Manage business development initiatives, strategic partnerships, social media strategy, public relations strategy, and media relations.
  • Build strong relationships with Members and Non-Members for new business development opportunities.
  • Coordinated with VP of Business Development to identify additional revenue building opportunities.
  • Account Management and New Business Development.
  • Partner with inside and outside sales teams on business development, maintenance, and retention.
  • Conducted sales activities to fuel new business development and retain clients.
  • Coordinate dinners, mixers and luncheons to generate business development.
  • Drafted SLA for 50M startup, lead reviewed all major proposals, led Business Development and Partnership projects.
  • Identified business development and "add-on" sales opportunities.

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36. Workforce

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Here's how Workforce is used in Customer Service Director jobs:
  • Implemented Leadership Development Programs design to enhance Supervisor and Senior Manager leadership capabilities while transitioning to leading a new millennial workforce.
  • Coordinate weekly team calls focusing on results, workforce management, ensuring understanding of upcoming company initiatives, and developmental training.
  • Reduced overall service workforce while increasing overall on-time installation performance during years of sustained growth.
  • Included volume and staff forecasting and workforce management Launched quality assurance program.
  • Facilitated operations, training and development, and workforce management.
  • Implemented workforce management and quality performance systems and standards.
  • Served as champion for workforce management, performance management and incentives, call strategy, and reducing customer irritants.
  • Manage efficient and motivated workforce of over 10-20 employees and ensure maximum quality of account and relationship management.
  • Led successful implementation of systems and processes for workforce management, call recording, and disaster recovery.
  • Redesigned roles and implemented best practices for Quality, Training, Knowledge Management, and Workforce Management.
  • Implemented workforce management, CRM, ERP and a telephony system to efficiently handle customer contact.
  • Reduced cost by use of solid workforce management practices focusing on lower average talk time.
  • Initiated workforce management strategy, resulting in 70% reduction in SG&A impact.
  • Assisted in the expansion of the workforce by accurately assessing and selecting application candidates.
  • Introduced training programs that enhanced employee performance and helped build a motivated workforce.
  • Utilized workforce management guidelines to ensure phone coverage and made schedule changes.
  • Partner with the Workforce manager on forecast and budget analysis.
  • Managed workforce scheduling based on call volume projections.
  • Designed and implemented daily workforce management reports to track daily resources against forecasted volume.
  • Managed multi-site workforce management team (Blue Pumpkin/Witness) Vendor Management.

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37. ERP

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Here's how ERP is used in Customer Service Director jobs:
  • Designed and implemented enterprise credit system for this global manufacturer of branded insulated food and beverage containers including Aladdin and Stanley.
  • Develop and implement a holistic enterprise architecture approach and documentation for Rural Development.
  • Established the CND Customer Service/Order Management Group and led team through two successful and sequential short cycle ERP transitions.
  • Represented Customer Service during the successful transition from QuickBooks to a new ERP system (SyteLine).
  • Defined and executed service improvement plans for 4 million MA/RI Enterprise, Business and Consumer customers.
  • Interpret and implement corporate policies, procedures and performance standards as they impact the department.
  • Identified serious flaws in ERP set-up and thus metrics used to guide the company.
  • Integrated multiple order fulfillment ERP systems into a single consolidated system in SAP R3.
  • Prepared and reviewed order entry accuracy reports, phone reports, and interpreted data.
  • Developed ERP system to more effectively utilize skills of customer service teams.
  • Implemented a new Credit Review Process for the Vantage ERP Software system.
  • Worked closely with Enterprise Resource Planning to ensure Sarbanes-Oxley compliance.
  • Source, install, and administer enterprise level phone system.
  • Utilized interpersonal skills to build bridges with other departments.
  • Assumed leadership role on Oracle ERP system conversion project.
  • Created new enterprise computing environment in 180 days.
  • Exported GlobeTek data to QTMS enterprise-wide data system.
  • Right Now Technologies CRM, Excel, Word, PowerPoint, MS Project, others.
  • Recruited to restructure an underperforming Customer Communication Center and service department.
  • Proposed and drove process improvements and efficiencies across departments when chosen as a project manager for Navision financial ERP system upgrade.

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38. Sales Support

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Here's how Sales Support is used in Customer Service Director jobs:
  • Initialized company s first dedicated VOC customer service function, IP phone system, messaging and 24-hour service and sales support.
  • Developed and directed team of 11 accountable for import/export functions, data validation/entry, customer service, and sales support.
  • Included: telemarketing manager, sales support, customer service trainer and trainer and management of 70 person training force.
  • Reorganized customer service operations and formed team of Regional Operations Managers, to manage core sales support teams.
  • Managed up to 125 people, including customer service and sales support, as well as management staff.
  • Managed all pre/post-sales support as well as service sales.

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39. Annual Budget

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Here's how Annual Budget is used in Customer Service Director jobs:
  • Develop annual budgets including capital projects.
  • Directed and managed accounts payable with an annual budget of approximately 312 million to over 1,000 medical and dental providers.
  • Full P&L responsibility and administered annual budgets with a total of 125 employees.
  • Prepare annual budget and quarterly updates in addition to annual forecasting of volume of calls.
  • Maintained annual budgets of $10M, as well as all technology project capital purchasing.
  • Managed a $21M annual budget, and performed financial analysis and forecasting.
  • Fielded 5 million calls annually with an annual budget of $42 million.
  • Administered a $14M annual budget and maintained monthly revenues of $129M.
  • Managed the development and distribution of print materials; Manage annual budgets.
  • Manage an annual budget and forecast and modify anticipated call volume.
  • Managed ordering/inventory programs, annual budgets, and 7-member team.
  • Formulated and administered annual budgets of $36 million.
  • Managed annual budget of $6.5M.
  • Managed and maintained a [ ] annual budget; controlled and contain costs, effectively allocated resources and negotiated vendor contracts.
  • Managed [ ] annual budget covering Call Center, Account Services, Correspondence and Receipting departments.
  • Administered $2 million annual budget and ensured division s expenditures consistently were below budget.

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40. Staff Members

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Here's how Staff Members is used in Customer Service Director jobs:
  • Confer with board members, organization officials, and staff members to discuss issues, coordinate activities and resolve problems.
  • Managed customer service team of 18 staff members; responsible for weekly payroll, personnel changes, policy and procedure.
  • Coordinated with outside departments to make certain staff members have the proper tools to provide superior customer service.
  • Coached and mentored staff members by offering constructive feedback and taking interest in their long-term career growth.
  • Directed four managers, 34 technical staff members, and various contract technical resources globally.
  • Coached staff members in team building, problem solving and quality control.
  • Developed improvement plans and corrective actions of staff members.
  • Supervised a team of four staff members daily.
  • Levered core competencies of staff members to increase efficiencies within the department.

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41. New Product Development

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Here's how New Product Development is used in Customer Service Director jobs:
  • Involved in new product development and introductions.

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42. Performance Management

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Here's how Performance Management is used in Customer Service Director jobs:
  • Collaborated across the call center network and leveraged resources to deliver optimal service level agreements and performance management processes.
  • Conducted monthly service goals and implemented service / customer activity reporting, driving performance management process and improving productivity.
  • Managed hiring, training, performance monitoring, performance reviews, performance planning, coaching/ development and performance management.
  • Increased total and revenue and decreased expenses through the development and implementation of employee performance management programs.
  • Designed incentive and performance management criteria for front-line agents, team leaders, and department managers.
  • Created new hire training program, performance management dashboards and KPI Metrics
  • Provide strategic direction and leadership in regards to customer satisfaction, quality assurance, employee engagement, and performance management.
  • Trust in leadership Skills: Customer service, Employee engagement, Process Improvement, performance management, change management and leadership development
  • Opened 16 new stores, 5 Full-line stores, 11 Rack stores Directly responsible for performance management of 39 managers.

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43. KPI

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Here's how KPI is used in Customer Service Director jobs:
  • Established KPI's and SOP's for direct reports to include Accounting Dept., Design Dept., and Project Coordinators.
  • Established virtual call center with three (3) locations, drastically improving KPI metrics each year.
  • Worked with vendors and contractor to monitor performance and KPI s. Negotiated contracts for services and expectations.
  • Developed overall business plan, KPI measurements and budget for all facets of the department.
  • Hired, trained, and managed talented leadership team, consistently meeting/exceeding KPI metrics.
  • Developed and managed (KPI's) for service organization driving towards operational efficiency.
  • Developed goals for the KPI's; report to management on a monthly basis.
  • Established and implemented new KPI's for Quality and Work Force Management teams.
  • Developed a reward and incentive system based on individual and team KPI measurements.
  • Developed KPI measurements for contact center and field service team.
  • Managed basic call center KPIs as well as worked closely with sales related to new promotions and issues.
  • Implement Quality Assurance programs resulting in development of team KPIs and customer satisfaction scores above 85%.
  • Provided vision, mission, goals, and KPIs to ensure delivery of great customer service.
  • Monitor KPI's Work directly with Sales Director to support all levels of the sales team.
  • Review call center KPIs to measure staff performance and the need for improvement.
  • Set standards and guidelines (KPIs) for interactions with customers.
  • Developed quality assurance and service KPI s. Reduced costs by $1M through expansion of eContracting and paperless processing.
  • Developed department KPIs, upgraded an organic team into a structured support organization, hired high impact contributors.
  • Implemented operational metrics development, defining KPIs and MBOs to focus agent expectations and analyze daily results.
  • Key Accomplishments: Best in class results in Customer Experience KPIs for 2011.

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44. Sales Representatives

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Here's how Sales Representatives is used in Customer Service Director jobs:
  • Traveled with sales representatives to solidify customer relationships, understand their needs and implement necessary improvements.
  • Provided technical support for remote Regional Sales Representatives.
  • Motivate and energized sales representatives.
  • Direct sales support activates for approximately 40 field sales representatives across 4 brands located throughout the United States and Canada.
  • Lead a group of call center representatives focused on handling inbound calls from customers, agents and sales representatives.
  • Managed the Order Entry Department for processing all incoming orders for furniture from dealers and sales representatives.
  • Support for eight Sales Representatives, Support for four other locations for Service Departments and Logistics.
  • Trade Show experience from managing sales representatives to all floor operations from set-up to tear-down.
  • Formulated the performance and evaluation criteria for 1,300+ field leaders and over 18,000 sales representatives.
  • Managed a customer service team to help assist 200 independent sales representatives.
  • Manage the sales representatives calendars and schedules for optimal production.

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45. Performance Reviews

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low Demand
Here's how Performance Reviews is used in Customer Service Director jobs:
  • Coordinated activities of customer service personnel, conducted performance reviews, facilitated meetings to communicate critical information and scheduled employees.
  • Prepare performance reviews and develop performance action plans for client representatives.
  • Perform all call agent/leads/supervisor personnel performance reviews.
  • Prepared and administered monthly One-on-One sessions and Annual Performance Reviews for all personnel.
  • Drafted Annual performance reviews for all employees including career coaching, and mentoring.
  • Conducted performance reviews, managed performance issues, and provided coaching.
  • Prepare and/or review performance reviews for staff, semi-annually/annually, etc.
  • Handled all HR initiatives including hiring, training and performance reviews.
  • Conducted Quarterly and Annual performance reviews.
  • Delivered monthly/quarterly/annual performance reviews Improved satisfaction results through compiling, analyzing data, and implementing changes as needed.

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46. Problem Resolution

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Here's how Problem Resolution is used in Customer Service Director jobs:
  • Trained, designed and implemented additional customer service standards focusing on customer satisfaction and technical problem resolution.
  • Coordinated product development, ordering, delivery, and problem resolution with various other departments.
  • Act as a single point of contact for customer inquiries, problem resolution, and overall customer support.
  • Calmed angry callers, repaired trust, located resources for problem resolutions, and designed best option solutions.
  • Provided a wide array of travel services and was the point of first contact for problem resolution.
  • Organized and continue to focus on implementing CQI processes into the IM department's problem resolution process.
  • Play a key role in training, problem resolution, work flow optimization and process improvement.
  • Oversee complex customer problems and issues to ensure effective, long-term problem resolution.
  • Maintained a direct line of contact for customer escalation and problem resolution.
  • Assisted customers with reservations, ticket sales, and problem resolution.
  • Provided 24-hr internet and phone customer service and problem resolution.
  • Provide the support needed for technical problem resolution.
  • Improved problem resolution time by 30%.
  • Face to face customer problem resolution.
  • Decreased time to resolve issues; constructed electronic knowledgebase comprising 600+ problem resolutions and tools to solve virtually all customer issues.
  • Provide problem resolution for representatives and clients on a daily basis Process licensing requests when needed.

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47. Company Policies

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low Demand
Here's how Company Policies is used in Customer Service Director jobs:
  • Managed and oversaw all Customer Service Operations including writing and enforcing company policies and procedures.
  • Established company policies and procedures for employee responsibility and conduct.
  • Train or instruct employees in job duties or company policies or arrange for training to be provided.
  • Researched and designed company policies to better enhance the company's revenue and ensure customers satisfaction.
  • Supervised staff training, motivational and incentive programs, and adherence to Company policies and standards.
  • Streamline office processes by creating new forms and re-writing outdated company policies.
  • Train new hires on company policies, procedures and check-in system.
  • Designed Company policies per department Interview, hire, train, review, discipline or terminate.

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48. SLA

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Here's how SLA is used in Customer Service Director jobs:
  • Surveyed, perceived and interpreted customer experience and needs and translated them into new effective solutions and operational policies.
  • Managed final review/release process for all product documentation and Spanish language translation project.
  • Implemented and oversaw regulatory processes and procedures based on state specific legislation.
  • Monitored contractual performance on SLA agreements.
  • Increased team and service performance metrics to meet partner SLA s by communicating growth opportunities and timelier product improvements.
  • Slashed annual warranty costs by more than $500K by establishing a revised policy with Asian vendors.
  • Ensured that staff efforts translated into customer retention improvements; Attained retention figures that exceeded goals.
  • Surpassed call center performance metrics and SLA's, while improving customer and employee satisfaction.
  • Defined a series of metrics reports which proved instrumental to reducing manpower and slashing expenses.
  • Generated metrics and procedures to monitor Service Level Management and report on SLA performance.
  • Established and refined SLA's by implementing weekly customer survey calls.
  • Created universal environment to ensure attainment of Client specific SLA's.
  • Standardized customer interactions around SLAs and delivery requirements !
  • Developed, measured, and managed team KPIs and SLAs.
  • Improved 2011-Q1 SLAs and combined KPIs 35% over one, three, and five year averages.

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49. Customer Accounts

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Here's how Customer Accounts is used in Customer Service Director jobs:
  • Reduced attrition rates by effectively managing customer accounts and considerably increased satisfaction through proper retention policy creation and implementation.
  • Managed customer accounts for a consumer product based company.
  • Managed customer accounts within designated area.
  • Project management: Managed all high profile customer accounts, utilizing Engineering, Purchasing, Manufacturing, Installation and Shipping Departments.
  • Managed and maintained customer accounts on the company website, including: updates, problem solving, and publishing notifications.
  • Provide training and guidance to 5 employees servicing 5 customer accounts in Chicago and the western suburbs.
  • Manage customer accounts for 1500 students.
  • Managed over 3500+ customer accounts in a relational database Offered realistic solutions and strategies for increasing sales within their specific regions.
  • Managed sixty eight commercial customer accounts, generating over 500,000 in revenue.

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50. Action Plans

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low Demand
Here's how Action Plans is used in Customer Service Director jobs:
  • Identified root causes, developed action plans, monitored project progress and reported status on a weekly basis.
  • Set department goals, develop/implement action plans, and handle performance reports/feedback.
  • Developed, implemented and monitored new processes and action plans.
  • Empower employees and develop action plans to improve efficiency.
  • Established customer service goals and action plans.

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20 Most Common Skills For A Customer Service Director

Customer Service

25.9%

Technical Support

9.1%

Customer Service Department

6.8%

ISO

6.6%

Process Improvement

5.3%

Training Programs

5.0%

Logistics

4.1%

Key Performance Indicators

4.1%

CRM

3.9%

Direct Reports

3.4%

Order Entry

3.1%

Human Resources

3.0%

Service Levels

2.9%

Customer Relations

2.7%

Customer Complaints

2.6%

Project Management

2.5%

Customer Base

2.3%

Customer Care

2.3%

Daily Operations

2.1%

Internal Departments

2.1%
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Typical Skill-Sets Required For A Customer Service Director

Rank Skill
1 Customer Service 18.2%
2 Technical Support 6.4%
3 Customer Service Department 4.8%
4 ISO 4.6%
5 Process Improvement 3.7%
6 Training Programs 3.5%
7 Logistics 2.9%
8 Key Performance Indicators 2.9%
9 CRM 2.8%
10 Direct Reports 2.4%
11 Order Entry 2.2%
12 Human Resources 2.1%
13 Service Levels 2.0%
14 Customer Relations 1.9%
15 Customer Complaints 1.8%
16 Project Management 1.8%
17 Customer Base 1.6%
18 Customer Care 1.6%
19 Daily Operations 1.5%
20 Internal Departments 1.5%
21 EDI 1.5%
22 Phone Calls 1.5%
23 Data Entry 1.3%
24 IVR 1.3%
25 Customer Service Organization 1.3%
26 Order Fulfillment 1.3%
27 Order Processing 1.3%
28 Business Units 1.2%
29 New Accounts 1.2%
30 Annual Sales 1.1%
31 Customer Retention 1.1%
32 Cost Savings 1.0%
33 ACD 1.0%
34 Service Delivery 1.0%
35 Business Development 0.9%
36 Workforce 0.9%
37 ERP 0.9%
38 Sales Support 0.9%
39 Annual Budget 0.9%
40 Staff Members 0.9%
41 New Product Development 0.8%
42 Performance Management 0.8%
43 KPI 0.8%
44 Sales Representatives 0.8%
45 Performance Reviews 0.8%
46 Problem Resolution 0.8%
47 Company Policies 0.7%
48 SLA 0.7%
49 Customer Accounts 0.7%
50 Action Plans 0.7%
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