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Graham Personnel Serviceshttps://cdn.haleymarketing.com/templates/62762/logos/graham-personnel-services-social.pnghttp://www.grahamjobs.comhttp://www.grahamjobs.comUSD120000150000YEARtrue
Develop and implement customer service strategies that align with the company’s strategic goals and enhance customer satisfaction
Create, implement, and monitor key performance indicators (KPIs) to measure service effectiveness and identify areas for improvement
Lead, mentor, and develop a team of customer service representatives and managers
Oversee recruitment, training, and performance management for customer service staff
Design and execute initiatives to improve the overall customer experience and resolve complex issues efficiently
Ensure consistent and high-quality service delivery across all customer touchpoints
Identify and implement process improvements to streamline service operations and enhance efficiency
Develop and maintain service standards and procedures to ensure best practices are followed
Work closely with sales, marketing, and product development teams to address customer feedback and drive product and service improvements
Coordinate with operations teams to ensure timely and accurate order fulfillment
Analyze customer feedback, service metrics, and trends to provide actionable insights and recommendations
Prepare regular reports for senior management on customer service performance and key issues
Build and maintain strong relationships with key customers, addressing their concerns and ensuring high levels of satisfaction
Manage escalated customer issues and resolve conflicts in a professional manner
Ensure compliance with company policies, industry regulations, and quality standards
Develop and enforce quality assurance processes to maintain service excellence
Qualifications/Skills:
10+ years of experience in a senior customer service role, preferably in the manufacturing sector
Strong leadership and team management skills with a track record of driving performance improvement
Excellent problem-solving, communication, and interpersonal skills
Proficient in Microsoft Outlook, Excel, & Word
Experience in ERP and CRM systems. D365 experience a plus.
Ability to analyze data and derive actionable insights
Experience with process improvement methodologies (e.g., Lean) is a plus
Compensations and Benefits:We offer a wide range of career opportunities with excellent benefits. Above all, we are looking for passionate, talented, hard-working, nice people with great taste to help us build this brand we love.
Competitive salary
401k with company match
Participation in company health (medical, dental) insurance plans. Supplemental insurance offered
Promote work/life balance including paid time off and paid holidays
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