Director of customer care job description
Updated March 14, 2024
10 min read
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Example director of customer care requirements on a job description
Director of customer care requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in director of customer care job postings.
Sample director of customer care requirements
- Bachelor's degree in Business Administration or related field.
- At least 5 years' experience in a customer service management role.
- Expertise in designing, implementing, and managing customer service systems.
- Proficiency in customer relationship management (CRM) software.
- In-depth knowledge of customer service metrics.
Sample required director of customer care soft skills
- Excellent problem solving and customer service skills.
- Strong organizational, time-management, and multitasking abilities.
- Excellent communication and interpersonal skills.
- Ability to lead, motivate, and mentor a team.
- Ability to work in a fast-paced environment.
Director of customer care job description example 1
McLeod Software director of customer care job description
McLeod Software is the leading developer and provider of transportation management software to trucking and freight brokerage companies in the United States. We are rapidly growing and are highly respected within the transportation industry. We believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software's growth and success, and we look for individuals who take pride in their work and in being a member of our team. We count on our employees to take action and to do things that will help us to keep building healthy partnerships with our customers. McLeod Software is seeking a
Director, Customer Care for our headquarters in Birmingham, AL.
The Director, Customer Care will successfully guide the day-to-day operations within Customer Care to consistently build an ever-evolving, exceptional client experience. The Director will work closely with the VP of Core Operations to create and successfully implement strategic goals for customer success.
Duties will include:
Management, oversight and communication of all day-to-day operations within Customer Care, including Support and Account Management Roles. Serve as a point of escalation, to assist with customers that require special handling and/or overseeing complex customer service issues that require leadership review. Assist, coordinate, and guide Customer Care team members with customer requests and projects, as well as responding to customer inquiries and problem solving in a professional and effective fashion. Accomplish department objectives by managing staff; planning and evaluating department activities. Maintains staff by recruiting, selecting, orienting, training and developing personal growth opportunities for employees. Communicating job expectations; planning, monitoring, coaching, appraising job results and ensuring effective discipline. Establish strategic goals by gathering pertinent business, financial, service, and operations information. Maintain and determine quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements; communicates daily with VP of Operations to ensure response to customers is on track Properly communicate with all team members and ensure information is being provided at all levels within the department, management or within the organization. Develop well-documented, repeatable processes and procedures to ensure consistency and increase customer satisfaction. Ensure that Customer Care team adheres to the documented policies and procedures (coordinated with Manager), providing the best customer service possible. Work with Customer Care Services to ensure proper queue coverage for both project-based support and ongoing support for Account Manager assigned accounts. Assist with time entry review and billing review Help to plan and facilitate After Hours support.
Experience Preferred:
A minimum of 5 (five) years of experience in software, customer service, transportation or other performance-based industry Demonstrated experience leading a team and problem solving, training and real-time operations management experience preferred. Knowledge of LoadMaster and PowerBroker with general knowledge of McLeod's product lines a plus. Working knowledge of software and/or transportation industry preferred. Ability to build relationships and work effectively at all levels of an organization and to interact confidently with management. Ability to maintain a friendly attitude with others (customers and other employees) regardless of situation. Ability to communicate technical information coherently, both verbally and in writing, to customers with various levels of education. Ability to control emotions and remain calm in stressful situations. Ability to travel up to 15% of the time.
Education:
Bachelor's degree or equivalent work experience.
About Us:
Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive and support integration with a broad array of complimentary logistics products.
We are the leader when it comes to software for trucking dispatch operations management, freight brokerage management, fleet management, document imaging, workflow, EDI, and business process automation solutions for trucking, freight brokerage, third party logistics, and shipper companies in the United States.
With an established base of more than 1,100 active customers throughout North America, McLeod Software is dedicated solely to the transportation industry. This focus means we have a deep understanding of the needs and intricate details involved in carrier, broker, and freight management businesses of all types.
McLeod Software owns our national headquarters building in Birmingham, Alabama, and we also operate regional offices with training facilities in Salt Lake City, Utah and Downers Grove, Illinois. We employ more than 600 professionals.
McLeod Software does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are an equal opportunity employer and we participate in E-Verify.
#LP
Director, Customer Care for our headquarters in Birmingham, AL.
The Director, Customer Care will successfully guide the day-to-day operations within Customer Care to consistently build an ever-evolving, exceptional client experience. The Director will work closely with the VP of Core Operations to create and successfully implement strategic goals for customer success.
Duties will include:
Management, oversight and communication of all day-to-day operations within Customer Care, including Support and Account Management Roles. Serve as a point of escalation, to assist with customers that require special handling and/or overseeing complex customer service issues that require leadership review. Assist, coordinate, and guide Customer Care team members with customer requests and projects, as well as responding to customer inquiries and problem solving in a professional and effective fashion. Accomplish department objectives by managing staff; planning and evaluating department activities. Maintains staff by recruiting, selecting, orienting, training and developing personal growth opportunities for employees. Communicating job expectations; planning, monitoring, coaching, appraising job results and ensuring effective discipline. Establish strategic goals by gathering pertinent business, financial, service, and operations information. Maintain and determine quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements; communicates daily with VP of Operations to ensure response to customers is on track Properly communicate with all team members and ensure information is being provided at all levels within the department, management or within the organization. Develop well-documented, repeatable processes and procedures to ensure consistency and increase customer satisfaction. Ensure that Customer Care team adheres to the documented policies and procedures (coordinated with Manager), providing the best customer service possible. Work with Customer Care Services to ensure proper queue coverage for both project-based support and ongoing support for Account Manager assigned accounts. Assist with time entry review and billing review Help to plan and facilitate After Hours support.
Experience Preferred:
A minimum of 5 (five) years of experience in software, customer service, transportation or other performance-based industry Demonstrated experience leading a team and problem solving, training and real-time operations management experience preferred. Knowledge of LoadMaster and PowerBroker with general knowledge of McLeod's product lines a plus. Working knowledge of software and/or transportation industry preferred. Ability to build relationships and work effectively at all levels of an organization and to interact confidently with management. Ability to maintain a friendly attitude with others (customers and other employees) regardless of situation. Ability to communicate technical information coherently, both verbally and in writing, to customers with various levels of education. Ability to control emotions and remain calm in stressful situations. Ability to travel up to 15% of the time.
Education:
Bachelor's degree or equivalent work experience.
About Us:
Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive and support integration with a broad array of complimentary logistics products.
We are the leader when it comes to software for trucking dispatch operations management, freight brokerage management, fleet management, document imaging, workflow, EDI, and business process automation solutions for trucking, freight brokerage, third party logistics, and shipper companies in the United States.
With an established base of more than 1,100 active customers throughout North America, McLeod Software is dedicated solely to the transportation industry. This focus means we have a deep understanding of the needs and intricate details involved in carrier, broker, and freight management businesses of all types.
McLeod Software owns our national headquarters building in Birmingham, Alabama, and we also operate regional offices with training facilities in Salt Lake City, Utah and Downers Grove, Illinois. We employ more than 600 professionals.
McLeod Software does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are an equal opportunity employer and we participate in E-Verify.
#LP
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Director of customer care job description example 2
Mérieux NutriSciences director of customer care job description
Job DescriptionProvide exceptional Customer Service while following Mrieux NutriSciences policies and best practices.
Build and maintain productive collaborative relationships within the team and across the supported laboratories.
Responsible for proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for select accounts. Works with the Customer Care Technicians to ensure proper account setup and responsible for setting up programs and testing information in the laboratory information management system (LIMS) / CRM / ECN /my MXNS and any other system set ups critical to customer management.
Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customers expectations.
Assists in communication/resolution of billing issues
Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the customer relationship management (CRM) system.
Assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs. This position has the responsibilities and authority to identify departures from the quality systems or procedures and document in accordance with SOPs in the global complaint system.
Ensures that customer information updates are completed via the Customer Care Technicians.
Field incoming leads and ensure they are transferred to the correct TSM
Participate in annual training certification to maintain working knowledge of tools required to perform the job; not limited to the Laboratory Information Management System (LIMS), CRM, and Standard Operating Procedures (SOPs).
Support corporate quality and proactively participate in continuous improvement initiatives in the department.
Perform other relatedduties as needed.
Company DescriptionMérieux NutriSciences is dedicated to improving food safety and quality through nutritional research, scientific excellence and innovation at every step of the food supply chain.
Food safety and quality are at the very heart of our expertise as a leading partner to the global food industry.
From isolating and identifying foodborne pathogens to guaranteeing product stability and nutritional content, we offer a full portfolio of contract research services to ensure the quality and safety of foods from concept development to retail shelf.
Mérieux NutriSciences professionals can help food companies develop and implement their Food Safety Plan according to the applicable regulations.
Around the world, Mérieux NutriSciences offers testing, auditing, consulting, training, and research services – all of which can be customized to meet the needs of manufacturers, food processors, caterers and retailers.
Build and maintain productive collaborative relationships within the team and across the supported laboratories.
Responsible for proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for select accounts. Works with the Customer Care Technicians to ensure proper account setup and responsible for setting up programs and testing information in the laboratory information management system (LIMS) / CRM / ECN /my MXNS and any other system set ups critical to customer management.
Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customers expectations.
Assists in communication/resolution of billing issues
Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the customer relationship management (CRM) system.
Assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs. This position has the responsibilities and authority to identify departures from the quality systems or procedures and document in accordance with SOPs in the global complaint system.
Ensures that customer information updates are completed via the Customer Care Technicians.
Field incoming leads and ensure they are transferred to the correct TSM
Participate in annual training certification to maintain working knowledge of tools required to perform the job; not limited to the Laboratory Information Management System (LIMS), CRM, and Standard Operating Procedures (SOPs).
Support corporate quality and proactively participate in continuous improvement initiatives in the department.
Perform other relatedduties as needed.
Company DescriptionMérieux NutriSciences is dedicated to improving food safety and quality through nutritional research, scientific excellence and innovation at every step of the food supply chain.
Food safety and quality are at the very heart of our expertise as a leading partner to the global food industry.
From isolating and identifying foodborne pathogens to guaranteeing product stability and nutritional content, we offer a full portfolio of contract research services to ensure the quality and safety of foods from concept development to retail shelf.
Mérieux NutriSciences professionals can help food companies develop and implement their Food Safety Plan according to the applicable regulations.
Around the world, Mérieux NutriSciences offers testing, auditing, consulting, training, and research services – all of which can be customized to meet the needs of manufacturers, food processors, caterers and retailers.
Dealing with hard-to-fill positions? Let us help.
Director of customer care job description example 3
Coupa Software director of customer care job description
Coupa Software (NASDAQ: COUP), a leader in business spend management (BSM), has been certified as a “Great Place to Work” by the Great Place to Work organization. We deliver “Value as a Service” by helping our customers maximize their spend under management, achieve significant cost savings and drive profitability. Coupa provides a unified, cloud-based spend management platform that connects hundreds of organizations representing the Americas, EMEA, and APAC with millions of suppliers globally. The Coupa platform provides greater visibility into and control over how companies spend money. Customers - small, medium and large - have used the Coupa platform to bring billions of dollars in cumulative spend under management. Learn more at www.coupa.com. Read more on the Coupa Blog or follow @Coupa on Twitter.
Do you want to work for Coupa Software, the world's leading provider of cloud-based spend management solutions? We're a company that had a successful IPO in October 2016 (NASDAQ: COUP) to fuel our innovation and growth. At Coupa, we're building a great company that is laser focused on three core values:
1. Ensure Customer Success - Obsessive and unwavering commitment to making customers successful.
2. Focus On Results - Relentless focus on delivering results through innovation and a bias for action.
3. Strive For Excellence - Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.
Responsibilities:Customer Value Directors are responsible for helping customers accelerate and elevate the value they receive from their Coupa investment. As such, they focus on a number of key activities:Ownership and accountability for ongoing value realization Provide strategic thought leadership Develop and refine Customer Value PlansDefine and review measurable Success MetricsMonitor progress towards success goals Identify next-level value creation opportunities Lead Customer Value Reviews with key Coupa and Customer SteakholdersSpecific goals center on the following:Customer value realization Customer advocacy Customer renewal and growth of annual contract value.Advancement of Business Spend Management MaturityKey activities include:Lead customer value metrics workshops Develop customer value roadmaps Conduct scheduled customer check-ins Drive periodic value reviews Manage renewals Monitor customer performance Manage customer relationships Establish role as trusted advisor“QB” Coupa internal resources as needed Share best practices ideas, product information, and relevant Coupa news Support/drive customer marketing campaigns
Requirements:Strong P2P or S2C or similar domain expertise Strong background in customer / client management Experience with demonstrated success in the following:Understanding and evolving Customer Project Business Plans Managing client expectations Developing and maintaining executive relationships and associated influencing strategies Program management including managing disparate, cross-functional, cross-enterprise project teams Ability to have value-based conversation with business executives Strong organizational skills Strong communication skills including professional writing skills, verbal skills and experience presenting to executive teams.Background in SaaS solutions.
#LI-Remote
At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today's dynamic businesses. It's our people who make it happen, and we strive to attract and retain the best in every discipline.
We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunches…And much more!
As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.
Please be advised, inquiries or resumes from recruiters will not be accepted.
Do you want to work for Coupa Software, the world's leading provider of cloud-based spend management solutions? We're a company that had a successful IPO in October 2016 (NASDAQ: COUP) to fuel our innovation and growth. At Coupa, we're building a great company that is laser focused on three core values:
1. Ensure Customer Success - Obsessive and unwavering commitment to making customers successful.
2. Focus On Results - Relentless focus on delivering results through innovation and a bias for action.
3. Strive For Excellence - Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.
Responsibilities:Customer Value Directors are responsible for helping customers accelerate and elevate the value they receive from their Coupa investment. As such, they focus on a number of key activities:Ownership and accountability for ongoing value realization Provide strategic thought leadership Develop and refine Customer Value PlansDefine and review measurable Success MetricsMonitor progress towards success goals Identify next-level value creation opportunities Lead Customer Value Reviews with key Coupa and Customer SteakholdersSpecific goals center on the following:Customer value realization Customer advocacy Customer renewal and growth of annual contract value.Advancement of Business Spend Management MaturityKey activities include:Lead customer value metrics workshops Develop customer value roadmaps Conduct scheduled customer check-ins Drive periodic value reviews Manage renewals Monitor customer performance Manage customer relationships Establish role as trusted advisor“QB” Coupa internal resources as needed Share best practices ideas, product information, and relevant Coupa news Support/drive customer marketing campaigns
Requirements:Strong P2P or S2C or similar domain expertise Strong background in customer / client management Experience with demonstrated success in the following:Understanding and evolving Customer Project Business Plans Managing client expectations Developing and maintaining executive relationships and associated influencing strategies Program management including managing disparate, cross-functional, cross-enterprise project teams Ability to have value-based conversation with business executives Strong organizational skills Strong communication skills including professional writing skills, verbal skills and experience presenting to executive teams.Background in SaaS solutions.
#LI-Remote
At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today's dynamic businesses. It's our people who make it happen, and we strive to attract and retain the best in every discipline.
We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunches…And much more!
As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.
Please be advised, inquiries or resumes from recruiters will not be accepted.
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Updated March 14, 2024
Updated March 14, 2024