Director - Customer Service

WHO WE ARE

          We are a company where people matter. 

          We are family driven. 

          We are financially strong.

          And we are looking for problem-solvers to join our growing team.  

OPPORTUNITY

The primary purpose of this position is to manage and provide leadership to the customer service, business support administration, and the specialty account coordinator teams. The director ensures that systems are in place to capture metrics and is responsible for providing a productive and motivating working environment.

As Director of Customer Service, primary responsibilities include:

• Plan staffing requirements including the best alignment of talent to meet the needs of the organization.
• Develop and implement policies and procedures that positively impact team performance.
• Contribute to the strategic planning process, including the collection and presentation of applicable department data.
• Prepare and manage administrative expense budgets.
• Develop and monitor action plans to improve KPI measurements.
• Monthly analysis of Bulk Heel and LTL product returns – review repeat offenders, deductions from Sales History, and seek prevention initiatives. 
• Frequent in-person joint customer visits with sales, as necessary.
• Drive account / operational efficiency and margin management improvement – track “wins”.
• Develop a quality metric review process that allows the customer service team to evaluate and drive customer satisfaction and continuous improvement projects.
• Assure monthly SOP updates are being made, trained, and documented.

REPORTING STRUCTURE

• This position reports to the Executive Director of Procurement. 

EXPERIENCE AND EDUCATIONAL CRITERIA

• Bachelor’s degree required.
• Minimum of 7 years of related work experience with at least 5 years in a management role.
• Strong motivational, leadership, and team building skills.
• Excellent analytical, communication, and organizational skills.
• Strong computer skills and knowledge in Prism, Business Intelligence, Salesforce, Word, Excel, Power Point, SAP.
• Must have communication and interpersonal skills, along with the ability to read, write, and speak English.

BENEFITS

Benefits and perks include 401k and profit sharing, medical/dental/vision/life insurance, paid time off, tuition reimbursement, adoption assistance, legal services insurance, scholarship awards for children of employees, summer picnic, community giving events, free family wellness coaching including nutritionist and fitness coach.

WHY HYDRITE?  

Watch this Why Hydrite video to find out:  https://vimeo.com/201673899

WANT TO STAY CONNECTED?  FIND US ON SOCIAL MEDIA

• LinkedIn: linkedin.com/company/hydrite-chemical-co-
• Facebook: facebook.com/hydrite
• YouTube:https://www.youtube.com/watch?v=Bs_493NR8RI