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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

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