Director of Customer Care

Rapidview - Rochester, IN

Full-time - Senior

Rochester, IN

About the position

The Director of Customer Care at RapidView is responsible for overseeing the daily operations of after-sales service, including the technical repair department, warehouse/shipping department, and parts/customer service department. This role involves leading and managing teams to ensure exceptional customer service, developing comprehensive customer service strategies, and acting as the voice of the customer within the organization.

Responsibilities

• Overseeing day-to-day after-sales service operations.
• Developing and implementing a comprehensive customer service strategy that aligns with the company's goals and objectives.
• Managing, mentoring, and leading customer service managers and representative teams.
• Establishing customer service policies and procedures to standardize operations and ensure consistent quality.
• Using key performance indicators (KPIs) to monitor and evaluate the effectiveness of customer service operations.
• Acting as the voice of the customer in the company, ensuring that customer needs and feedback are addressed in strategic planning and product development.
• Handling escalated customer issues and crises effectively, ensuring swift resolution while maintaining customer trust and satisfaction.
• Working with administration to set and drive the organizational vision and mission, corporate strategy, and hiring needs.
• Collaborating with other departments such as marketing, sales, and product development to ensure a cohesive approach to customer service.
• Assessing and implementing improved processes and new technologies and collaborating with management.
• Arranging and performing performance reviews for manager/supervisor level positions.

Requirements

• Minimum of 5 years of experience in customer service, with at least 2 years in a leadership role.
• Bachelor's degree or higher academic certification in business, or a related discipline, preferred.
• Foundational understanding of a wholesale import distribution company's operation.
• Proficiency with Microsoft Office Suite products.

Nice-to-haves

• Experience with customer service tools and technologies, including CRM software, case management systems, and communication platforms.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid holidays
• Paid time off
• Vision insurance