Director, Customer Service
Armstrong Flooring, Inc., United States
Job Description
Our Director, Customer Service leads, manages, plans for the North American Customer Service department. Reporting to the VP, Supply Chain, you will contribute to key performance areas, including customer satisfaction, on-time/in-full, productivity, accuracy, and safety, while maintaining a positive work environment. You will oversee daily operations and work schedules to ensure service level goals are met and provide hands-on oversight to the training and development of the Customer Service teams. It is important to build great working relationships at all levels within the company.
Location: 2500 Columbia Avenue, Lancaster, PA 17604 temporarily 100% remote due to COVID
New Location Coming Summer 2021: 1770 Hempstead Road, Lancaster, PA 17601. Catch a sneak preview here!
Director, Customer Service Salary: $130,000 - $165,000, based on experience (Gr. 14/15)
How you’ll contribute to the team:
- Lead our Customer Service function to deliver excellent experiences to our North American customers.
- Inspire and develop the internal Customer Service team with 50 employees located in Lancaster, PA.
- Develop individual and team skill and knowledge to empower employees to take ownership and find solutions (within defined limitations) and to improve productivity and effectiveness.
- Advance working relationships between Customer Service and Sales to minimize non-selling activity time spent by the Sales team.
- Communicate and provide visibility to all stakeholders - employees, internal customers and partners, executive leadership team and customers.
- Develop and improve customer connectivity; being the gate keeper and advocate for the customer experience.
- Establish Sales amp; Customer Councils to get feedback on future initiatives and current policy and procedures.
- Engage with external and internal customers to develop and manage KPI’s that align to processes so the department and employees can measure and maintain service expectations.
- Streamline and automate Customer Service business processes to improve service, efficiencies, and self-service environment.
- Communicate performance expectations, follow-up with managers and employees, and providing on-going feedback. Guide departmental disciplinary, development, and personnel actions such as promotions, transfers, and salary increases.
- Maintain effective and consistent policies, procedures and tools to execute all business processes effectively.
- Develops and initiates business strategic improvement initiatives.
- Recommend IT solutions to automate critical processes and address customer complaint resolution.
- Participate in IT initiatives that drive improvement ultimately contributing to customer satisfaction and internal efficiencies.
- lt;15% infrequent travel for conferences, plant visits, customer and vendor meetings.
Requirements
What you'll bring to the table:
- Bachelor's degree
- 3+ years in a senior leadership Customer Service role, leading a call center or order-to-shipment department
- Experience managing the department and metrics with SAP
We'll be excited if you have:
- Previous export customer service experience with shipping finished goods
- SAP super user and Subject Matter Expert with OTC and WMS
Benefits
You’ll see it in the vibrant colors of your school hallway, doctors and nurses will walk it while caring for your loved ones, your family will gather on it while creating everlasting memories. We are North America’s #1 producer of resilient flooring products and our mission is to inspire great spaces.
That’s us. That’s Armstrong Flooring.
Community amp; Philanthropy: We have a heritage of investing millions of dollars in programs that enhance the neighborhoods where we live and work. Additionally, we’re proud that our employees regularly and willingly give of their time and talents to support the efforts of local organizations.
Sustainability: Armstrong Flooring has a long-standing reputation for sustainable innovation, starting with using cork waste to make linoleum floors over 100 years ago. We continue to develop products that have lower environmental footprints, and in some cases, reduce the environmental footprints of the buildings where they are installed.
DEVELOPMENT
At Armstrong Flooring, every employee has a development plan and discussions around career growth. We have many employees with diverse backgrounds and career paths. We offer the following opportunities which promote a growth culture:
- Certifications
- On-the-Job training
- Tuition reimbursement
- Instructor-led amp; onli