Director Customer Service

Role Overview:We are looking for a seasoned and dynamic Director of Customer Service to join our team. This pivotal role involves overseeing customer service and account management activities for both sector-specific and global accounts. The ideal candidate will be instrumental in developing and implementing processes to ensure our commitments are met, crafting business strategies, and driving continuous improvement.Key Responsibilities:Customer Service Leadership: Oversee customer service and account management activities across all business lines, ensuring top-tier service delivery.Process Innovation: Develop and implement processes to ensure commitments are met across our networks.Strategic Development: Formulate business strategies and goals, monitor performance, and drive continuous improvement initiatives.Performance Metrics: Identify, implement, and monitor key business metrics to ensure effective execution and exceptional service.Market Strategy: Collaborate with the Commercial Director in Mexico to create and execute strategically aligned market plans.Leadership Coaching: Mentor and develop Customer Service leaders, focusing on leadership skills, key performance indicators, and business profitability.Customer Engagement: Engage with customers to ensure their needs are met and commitments are understood.Policy Implementation: Work with Account Managers to develop, communicate, and implement department-wide policies and standard operating procedures.Consistency and Standardization: Ensure consistency in customer service experiences across all business lines and between global and sector customers.Project Management: Lead strategic departmental, continuous improvement, and cross-functional projects, including action plan creation and progress measurement.Team Performance Reviews: Conduct review sessions with the team to assess critical success factors and productivity.Cross-Department Collaboration: Act as a liaison with other departments such as Sales, Operations, and Billing Operations in both Mexico and the United States.Qualifications:Education: Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field. Master's degree preferred.Experience: Minimum of 10 years of experience in customer service, account management, or a related field, with at least 5 years in a leadership role.Skills:Strong leadership and team management skills.Excellent communication and interpersonal skills.Proven ability to develop and implement strategic plans.Proficiency in performance metrics and continuous improvement methodologies.Ability to manage cross-functional projects and drive results.Strong analytical and problem-solving skills.Knowledge:In-depth understanding of logistics and TransportationFamiliarity with data analysis tools , and Market Feedback Analysis.Attributes:High level of integrity and professionalism.Strong focus on customer satisfaction and continuous improvement.Ability to work effectively in a fast-paced, dynamic environment.

Creado: Jue, 01 de Ene de 1970