LHH Recruitment Solutions has partnered with a growing organization, and they are seeking a motivated Director of Customer Service to join their team in Chicago, IL. This role is pivotal in leading the strategic direction of the customer service team which has oversight of the e-commerce, B2B, and B2C business streams. Responsible for providing superior team leadership, ensuring innovative and proactive customer service at all times. Competitive Salary, Bonus, and Benefits Package (PTO, Medical, Dental, Vision, Retirement, and Life Insurance) are offered.
Key Responsibilities:
- Strategic Leadership: Develop and implement strategies to enhance customer relationships, foresee customer needs, and effectively manage escalated issues.
- Team Development: Lead and mentor the customer service team through clear communication, coaching, and performance evaluation, ensuring alignment with organizational goals. Oversight of e-commerce, B2B, and B2C business streams.
- Customer Interaction: Design and refine processes to ensure exceptional customer experiences across all interactions.
- Salesforce CRM Integration: Expand Salesforce CRM functionalities to incorporate various sales channels, including in-store, website, webchat, phone, and email. Utilize Service Cloud and Sales Cloud modules in Salesforce.
- Issue Resolution: Address and document escalated customer issues, providing training on best practices for future resolutions.
- Operational Management: Oversee departmental functions such as customer assignments, compliance, pricing, sales order processing, and proposals, ensuring smooth execution of processes.
Qualifications and Skills:
- Bachelor’s Degree is required.
- Extensive experience with Salesforce CRM, specifically Sales Cloud and Service Cloud modules.
- 5+ years of customer service leadership and people management experience.
- Must have experience in e-commerce, B2C, and B2B business streams.
- Proven experience in de-escalating and handling negative consumer customer reviews/complaints online.
- Experience establishing KPIs, implementing processes, and system implementations.
- NetSuite ERP experience is highly preferred.
- Industry experience in e-commerce distribution or manufacturing.
If you are a passionate Director of Customer Service looking for anew and rewarding career, please apply today! You don’t want to miss out on this opportunity!
LHH is a leader in permanent recruitment—and in the placement of top talent. Our areas of specialty include office administration, customer service, human resources, engineering, and supply chain and logistics. Please feel to check us out and apply for other opportunities if this role isn’t a perfect match.
Equal Opportunity Employer/Veterans/Disabled
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