Director of Customer Service in Woburn, MA at Tecomet

Date Posted: 11/13/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Woburn, MA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/13/2019

Job Description

Position Information

Job Summary: The Director of Customer Service position is responsible for leading a global team of Customer service team members who ensure world class customer service for all internal and external Tecomet customers by utilizing in-depth knowledge of company products, programs, and capabilities.  The incumbent must have demonstrated customer facing sales experience, leadership and coaching skills, proven business acumen, excellent problem solving skills, good change management capability, and proven track record of delivering results.  The role requires the above to be accomplished within Tecomet’s principles of continuous improvement, customer driven innovation and a win first culture, while meeting company financial and other performance metrics.

Essential Duties and Responsibilities:

  • Own the customer experience journey and represent the voice of the customer to create cohesive customer experiences that exceed customer expectations;
  • Oversee management of the complete customer lifecycle process, including lead management and order entry, identifying renewal and upsell opportunities as well as being the escalation point of contact;
  • Oversee, develop, and evaluate programs, policies, and procedures that reflect industry best practices and successful customer onboarding while  supporting key initiatives to deliver world class customer service;
  • Influence senior leadership to adopt new ideas, projects and approaches to enhance customer experiences and further support a win first culture;
  • Lead and share frequent interdepartmental communications as well as Executive level updates on performance to targets;
  • Act as a cross-functional liaison among all of Tecomet’s global sites and internal functional teams to ensure customer’s needs are being met;
  • Build high-performance, customer- centric service teams by recruiting, training, developing, and retaining exemplary team members;
  • Establish and execute methods of periodically measuring customer engagement and/or satisfaction;
  • Drive improvement by defining and measuring customer service effectiveness through metrics and analytics  while promoting a customer excellence culture;
  • Maintain in-depth working knowledge of Tecomet systems and processes;
  • Frequent travel may be required in the US and International (25% once fully on-boarded; up to 50% while becoming familiar with all global Tecomet sites).

Qualification Requirements

Educational/Training Requirement:

  • Bachelor’s degree in a business or technical discipline

Experience:

  • 10+ years combination of Sales and Customer Service experience, 5+ years in leadership role
  • Customer Service experience in manufacturing industry preferred
  • Experience with ERP Systems (such as EPICOR, SyteLine), CRM Systems (salesforce.com) preferred

Knowledge, Skills, and Abilities:

  • Highly proficient in Microsoft Office
  • Ability to work independently and exercise judgment
  • Strong Communication and Interpersonal Skills
  • Customer/Client Focus
  • Discretion
  • Flexibility and Adaptability
  • Multi-Site & International Business
  • Leadership
  • Problem Solving, Analysis, and Decision Making
  • Results Driven
  • Teamwork Orientation
  • Conflict Resolution
  • Negotiations
  • Technical Capacity
  • 80/20 and Strategy Deployment

Other Requirements

Mental Requirements:

The work environment is representative and typical of similar jobs in comparable organizations.

Physical Requirements:

The physical demands are minimal and typical of similar jobs in comparable organizations.

Americans with Disabilities Act (ADA):

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tecomet is an EOE Employer M/W/Vets/Disabled.