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Manager or Director of Customer Experience - Up To $120K/Year

Company: AmerCareRoyal
Location: West Chester
Posted on: May 16, 2022

Job Description:

Manager or Director of Customer Experience Job Overview The Director of Customer Service will direct and oversee the organizations business to business customer service operations in the Dallas/Fort Worth TX area for a national wholesale distribution company. (Please DO NOT APPLY unless you have order management experience. Bank, mortgage, and similar consumer call center roles will not be responded to. Local candidates only) This role reports into our supply chain organization. Central to this role is order management, whole order lifecycle, intake through shipment, operations and logistics mindset. Knowledge of inbound/outbound order ticketing, back orders, split shipments and customers service level agreements is desired. - Compensation: AmerCareRoyal offers competitive compensation plans; salary range of $105,000 to $120,000 for this position which will be based on the candidates level of experience. Compensation also includes participation in our corporate bonus, 401k and profit sharing plans. We also offer medical, dental, vision, disability and life insurance along with an HSA plan, unlimited vacation, sick and personal days, and a full portfolio of work life benefits. No relocation will be offered. - Supervisory Responsibilities:

  • Recruits, interviews, hires, and trains departmental supervisory staff.
  • Oversees the daily workflow of the department (20 reps) and 2 managers.
  • Provides constructive and timely performance evaluations.
  • Handles discipline in accordance with company policy. - Duties/Responsibilities:
    • Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
    • Focuses on continuous process improvements
    • Establishes performance metrics for customer service representatives.
    • Establishes service levels and requirements for the department in partnership with supply chain and sales management.
    • Develops and implements methods to record, assess, and analyze customer feedback.
    • Develops and implements training and quality assurance programs for new hires and experienced employees.
    • Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
    • Acts as a liaison between the customer service department and other divisions in the company with KPIs that align cross-functionally.
    • Drafts and implements the department's budget.
    • Performs other related duties as assigned. - Required Skills/Abilities:
      • Excellent verbal and written communication skills.
      • Excellent interpersonal and customer service skills.
      • Excellent organizational skills and attention to detail.
      • Strong analytical and problem-solving skills.
      • Strong supervisory and leadership skills.
      • Proficient with Microsoft Office Suite or related software. - Education and Experience:
        • Bachelor's degree required.
        • At least five years of related experience required, with prior management experience highly preferred.
        • Compensation DOE, Ranging from $105,000 to $120,000 plus bonus. - About Us AmerCareRoyal is a leading provider of products for the foodservice and retail industries. AmerCareRoyal's product line currently includes 1,000's of branded and custom printed products. The company maintains strong customer relationships with over 1,000 distribution partners across North America and serves the needs for 85 out of the top 200 restaurant chains in the United States. Our business philosophy is simple - We want to be the best at absolutely every part of what we do. The goal is to make doing business with AmerCareRoyal easier than with any other supplier. Our customers love doing business with us and we are persistent in our pursuit of excellence. Quite simply, AmerCareRoyal's leadership team and employees realize the importance of a satisfied customer and we pride ourselves on being able to make business easier for our customers. Apply Online Today!

Keywords: AmerCareRoyal, Wilmington , Manager or Director of Customer Experience - Up To $120K/Year, Executive , West Chester, Delaware

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