Customer Service Director

Job Title: Customer Service Director

Location: Waterloo, Iowa

Salary: $90-130K

Job Summary of the Customer Service Director: The Customer Service Director is a valued member of the extended leadership team. This job will primarily be responsible for maintaining effective customer service in parts, service, and warranty for customers by utilizing excellent, in-depth knowledge of company products and programs as well as working with team members within the Engineering, Operations, Supply Chain, Quality, and Sales departments.

Job Duties & Responsibilities of the Customer Service Director:

• Overall leader and process manager for customer service team, which includes Parts, Service, and warranty functions.

• Ensure friendly customer service for all incoming ‘parts calls’.

• Establish and maintain business logic for the pricing of parts and service for this revenue stream.

• Lead, manage, and communicate the scheduling of parts, service, and warranty work through the operation.

• Resolves customer dissatisfactions by planning and directing the receipt, investigation, evaluation, and settling of complaints and claims; following up with customers; and personally resolving difficult situations.

• Lead, manage, and oversee the warranty process; resolve warranty claims by approving or denying based on warranty policy definition and incoming documentation; calculating benefit due; initiating payment or composing denial letter. Maintain warranty claims per sales dollar budget.

• Monitor programs and procedures to ensure on-time delivery, customer satisfaction, and sales attainment by registering customer service/warranty calls; tracking response time to resolution, compiling warranty and financial data; tracking service level agreements.

• Generate quotes and register warranties within established procedures.

• Generate reports for the purpose of identifying customer service and warranty issues by collecting, analyzing, and summarizing information and trends, recommending changes for cost reduction and operational efficiencies.

• Maintains inter- and intradepartmental workflow.

Education & Experience Requirements of the Customer Service Director:

• Bachelor’s degree or equivalent experience.

• 5+ years Customer Service, Technical Sales, or Manufacturing Sales experience, or more.

• Experience working in warranty for the heavy equipment industry would be desirable.

• Demonstrated ability to lead people and get results through others.

• Assist with continuous process improvement by leading and participating in projects such as lean, 5-S and Kaizen.

• Perform any other tasks assigned to support and improve the overall operations.

• Responsible for directing, delegating, supervising, organizing, and planning.

• An ability to think ahead and plan.

• The ability to organize and manage multiple priorities.

• Customer service systems development and deployment experience.

• Problem analysis and problem resolution at a functional level.

• Responsible for employee training and development.

• Strong customer orientation.

• Excellent interpersonal and communication skills.

• Strong computer proficiency.