American Standard

Senior Director, Customer Care

US-NJ-Piscataway
2 weeks ago
Job ID
2017-1859
# of Openings
1
Category
Customer Care

Overview

Drive and implement a customer/consumer-centric strategy that ensures all requirements are met from time of initial order receipt until the product is delivered, positively impacting the workflow of customer service teams.  Provide leadership and direction to the customer care teams. 

 

Continually partner with our internal and external customers across all organizational levels to provide innovative supply chain solutions to maximize our goals of Safety, Quality, Delivery, and Cost.

 

Responsibilities

  • Develop and execute the long-term strategy that streamlines customer care and creates consistency across regions and business lines
  • Design and implement an organization structure that maximizes effectiveness of resources and capabilities
  • Partner with Distribution leader to develop an integrated approach across distribution, order management, and customer support
  • Ensure that the group manages a quality end-to-end process of order receipt to delivery while meeting the service expectations of the customers and the organization, supporting customer retention and future growth development
  • Lead and drive improvements in customer and consumer order fulfillment process (order to shipment to delivery to cash)
  • Leverage current technologies to build and deliver excellent technical communications, including a call center with integrated technical support.
  • Collaborate with key customers in each channel to seek continuous improvement opportunities
  • Provide guidance to team to ensure effective working relationships with operational planning and sales
  • Maximize interactions with Customers’ EDI/Portals to drive automation and savings
  • Drive proper support from various stakeholders within the organization to resolve complex technical customer issues

Qualifications

Education:  BA or BS in Business, Marketing, Operations, or related.  MBA or Advanced Degree preferred.
Knowledge:  End-to-End SC knowledge, call center/customer service workflows and metrics, SAP proficient, logistics and inventory allocation, sales/customer service partnership, customer compliance programs, budget creation and management
Experience:  10 – 15 years working in customer care/call center environments;  7-10 years of leadership experience
Competencies:  Ability to translate corporate goals into operational excellence across all disciplines.  Ability to mentor and motivate staff by providing the tools necessary for targeted performance goals and growth with the organization.  Ability to effectively delegate.  Maintain focus between costs and high service levels in an effort to deliver on both.  Strong financial acumen, analytically oriented, and possess excellent written and verbal communication skills.  Work across organizations to develop teams and drive actions and develops relationships at all levels within a customer’s organization.

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