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Bestway USA · 10 hours ago

Customer Service Director

Chandler,AZ,US

Full-time

Hybrid

Director/Executive

10+ years exp

Bestway USA is a company that values diversity and innovation, recognized as one of the top companies to work for in Arizona. The Customer Service Director is responsible for maintaining exceptional customer service across the US and Canada, overseeing a team, developing policies, and improving customer experience through innovative solutions.

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Responsibilities

Oversee a team of Customer Service Managers, Supervisors and Customer Service Representatives, including full time and seasonal employees, to support all post- purchase consumer warranty needs

Develop, implement, and maintain Customer Service Department policies, procedures and knowledge bases

Create and oversee a department budget based on parameters from executive management

Identify process and system engineering opportunities and innovative solutions to improve the customer experience and increase departmental efficiencies

Oversee employee training and development programs

Measure individual team member performance based on set department metrics and goals and address missed KPIs through training or performance measures

Provide feedback to Shanghai Quality Team and Senior Management regarding service failures or customer concerns

Oversee consumer and customer product liability claims, BBB complaints, Attorney General Complaints, etc

Evaluate consumer reviews for service related issued that need to be addressed

Handle escalation of any disgruntled customers

Prepare monthly metrics report, including goals to actual reporting, as well as status on projects

Assist in negotiating contracts related to customer service systems, phone systems, freight contracts, etc

Forecast the needs for future seasons based on sales data for the upcoming year, including the seasonal hiring plan

Oversee inventory stock levels for warranty parts, or for post warranty support

Work with Ecommerce Director to design website features and functionality to be as user friendly as possible, related to the Customer Service and Warranty process

Work with Creative Department on content for manuals and customer service-related videos

Work with our Shanghai team on customer service guidelines and reporting needs

Qualification

Customer service managementCall center managementLeadership skillsBudget managementConsumer product experienceMotivation to achieve resultsUnderstanding customer service systemsCommunicationProblem-solving abilityAdaptability