RaleighRecruiter Since 2001
the smart solution for Raleigh jobs

Customer Service Director

Company: Metromedia Technologies
Location: Raleigh
Posted on: September 15, 2020

Job Description:

Circle Graphics is the world's foremost producer of grand and large-format digital graphics. We are an industry leader in creating innovative products for outdoor advertising, business signage, wall decor, art reproduction, and the professional photography and art communities.Our combined 407,000 square feet of manufacturing facilities across the United States house over 88 grand and large format digital printers, custom automated finishing equipment, and coating capabilities to produce printed recyclable materials up to 16 ft wide. Our prepress department processes more than 40,000 files per day with the aid of proprietary software automation tools. We operate around-the-clock, 7 days a week to deliver extraordinary customer service, and print over 431 million square feet of material annually. We specialize in industry leading innovations accompanied by world class service.Job Description Overview:The Director, Customer Service will be instrumental in building a first class customer center of excellence and be a leading force in implementing business strategies that align with overall company objections. This person will be focused on identifying opportunities at all levels of the company of enhance Circle Graphics' customer service and support revenue growth. The Director, Customer Service will work directly with leadership to define the strategy and drive execution of all customer experience and initiatives across the organization. This position oversees customer experience strategy and planning, insight and analytics, design and development, and engagement and support.Essential Duties and Responsibilities:Team Management: 40% of position responsibility* Lead in developing the culture, structure and process for customer experience strategy, ensuring alignment with broader company strategy and approach* Manage the customer service department budget, make timely decisions based on data, insights, and business impact to deliver exceptional customer experience* Define, track, and report customer service operational metrics* Hire, develop, and manage CS Managers and Team leads* Establish and oversee quality performance standards with respect to overall customer experience, CSAT scores, response rates, and departmental efficiencies* Gather and analyze customer feedback to help improve our product, processes, and service* Act as a product expert for both internal and external customersStrategic Direction 30% of position responsibility* Identify where investment will be most effective in growing the value of service, building customer satisfaction and increasing revenue* Guide teams in their efforts to design an optimized customer journey* Drive initiatives across the organization that increase customer retention, acquisition, and lifetime value* Create a culture of continuous improvement by establishing metrics and programs that drive all team members to improve, learn, and collaborate* Analysis and research emerging trends in customer service, technology, communications and marketing* Identify new functional roles, process improvements, technology requirements and KPIs in support of the growth and maturity of the department and the entire organization.* Play a key role in business development and retention efforts while constantly advocating for the customer and clearly communicating their needs to the organizationPartnership 30% of position responsibility* Work closely with marketing, creative, and development teams to ensure all customer facing support functions properly align with the customer experience strategy* Manage relationship with related technology vendors as we determine which system are needed to create a scalable, world-class agent and customer experience* Collaborate with the production and quality assurance team by listening and understanding the voice of the customer as it relates to benchmark measures and identify actionable opportunities to make improvements* Advocate for product and service quality throughout the company* Other duties and special projects as assignedEDUCATION AND FORMAL TRAINING:* Bachelor's Degree required, MBA preferred* 10+ years of team leadership and/or customer service management experience* 5+ Years of eCommerce marketing or content marketing similar experience preferred* Proficient in Customer Service Software applications, (i.e. Zendesk, Trustpilot, Spark Central, social media publishing tools, Googledocs/sheets/calendar, automated customer systems, eCommerce platforms, etc.,)* Experience with Adobe Photoshop a plus, but not requiredKNOWLEDGE, SKILLS, AND ABILITY:* Enthusiastic and creative leader with proven ability to lead and inspire others.* Ability to act independently, exercise judgement and influence people to take appropriate actions* Excellent organizational skills and the ability multi-task, prioritize and reassess priorities on a continual basis* Strong empathy for customers and passion for continuous improvement* Excellent grammar and proofing skills.* Deep understanding of value drivers in recurring revenue business models* Extensive experience in management and* Excellent attention to detail and follow through with communication and a sense of urgency for deadlines.INTELLECTUAL DEMANDS:* Must understand vague and implicit instructions, and react favorably in both work situations.* Must be approachable and responsive to a variety of people and issues.* Must be adaptable and flexible in dealing with a variety of people.* Must be able to resolve problems, handle conflict and make effective decisions under pressure.* Requires public contact and excellent interpersonal skills.* Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.* Ability to solving practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.* Ability to interpret a variety of instructions furnished in written, oral, diagram and schedule form.* Ability to adjust to changing demands and shifting priorities

Keywords: Metromedia Technologies, Raleigh , Customer Service Director, Executive , Raleigh, North Carolina

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Senior Business Systems Analyst - Water Management
Description: Senior Business Systems Analyst - Water Management - City of Durham Career Pages page has loaded.Senior Business Systems Analyst - Water ManagementPosition DescriptionWork, Serve, Thrive. With the City (more...)
Company: City of Durham
Location: Durham
Posted on: 09/22/2020

Medical Director
Description: TeamHealth has an excellent opportunity for a full-time physician to lead our emergency department ED team at Onslow Memorial Hospital in Jacksonville, North Carolina. Our 130-bed facility and 41-bed (more...)
Company: TeamHealth
Location: Jacksonville
Posted on: 09/22/2020

Land Development Civil Engineer Manager
Description: Overview VHB is currently seeking a Land Development Manager to join our Raleigh, NC office. This is an exciting opportunity to work within a dynamic team, across diverse disciplines, giving you exposure (more...)
Company: VHB
Location: Raleigh
Posted on: 09/22/2020


Project Manager (Product Development)
Description: Stefanini Group is hiring for a Project Manager in
Company: Stefanini
Location: Greensboro
Posted on: 09/22/2020

Warranty Manager
Description: Description: br Administer all aspects of processing and documenting warranty service requests and other home owner questions or concerns, as well as conduct quality walks during the construction schedule.Maintain (more...)
Company: McKee Homes
Location: Fayetteville
Posted on: 09/22/2020

Assist Beef Shoppe Manager FT
Description: To gain the skills, knowledge, and expertise to be considered a successful Beef Shoppe Manager. To supervise and ensure that Lowes Foods guest service, merchandising programs, and departmental operations (more...)
Company: Lowes Foods
Location: Raleigh
Posted on: 09/22/2020

Provider Network Development Manager
Description: Job DescriptionWho You AreYou are masterful at provider network recruiting.-- You have established relationships with providers, facilities, and ancillary--services throughout Texas.-- You are skilled (more...)
Company: Friday Health Plans
Location: Durham
Posted on: 09/22/2020

Virtual Business Payment Platform Applications Senior Manager
Description: A security software company is searching for a person to fill their position for a Virtual Business Payment Platform Applications
Company: VirtualVocations
Location: Greensboro
Posted on: 09/22/2020

Customer Experience Manager
Description: Who We Are:At Harte Hanks, we're building a modern behavioral marketing company, marrying our data-driven understanding of human behavior with a seamless connection to the consumer. Through digital, direct, (more...)
Company: Harte Hanks
Location: Raleigh
Posted on: 09/21/2020

Implementation Project Manager
Description: Req Ref No: SRNCMI271Location: Raleigh , NCDuration: 12.0 monthsDescriptionDescription:The client is seeking an Implementation Project Manager PM to join the Enterprise System Replacement Project.PM (more...)
Company: Viva USA, Inc.
Location: Raleigh
Posted on: 09/22/2020

Log In or Create An Account

Get the latest North Carolina jobs by following @recnetNC on Twitter!

Raleigh RSS job feeds