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Director Of Customer Service/Support

Company: Cemen Tech
Location: Iowa City
Posted on: November 20, 2022

Job Description:

Cemen Tech promotes a drug free workplace.Director of Customer Service/SupportAs the Director of Customer Service/Support you will be comfortable in a rapidly growing organization, that strives to achieve the highest level of customer engagement! The right individual will take ownership of the customer service / support area and drive improvement through product training and knowledge, leveraging technology and developing key relationships across our customer and dealer network.Every member of our Leadership team has an instrumental role and impact on the success of Cemen Tech's innovative and growing business, so we are looking for someone who enjoys working in and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Cemen Tech, the ideal candidate will embody all our company values:Positive MindsetIngenuityAccountableDo The Right ThingEngagedSafety.What you will doDevelop the strategy and ensure execution that drives customer engagement and repeat sales opportunities.Stay abreast of industry trends to ensure we lead the industry from a customer service / support perspective.Drive continuous improvement projects through change management across the business; design Support workflows according to Cemen Tech's strategic goals and aimed at customer excellence and world-class partner experienceImplement tools for data collection, measurement, and analysis of Cemen Tech Support Department activities (maintain efficient structure of scorecards and dashboards)Solve key operational needs of team membersOverseeing the adoption of the Cemen Tech's Support Department's vision, goals, and objectivesLead the design and rollout of added support channels and service offeringsTake part in forecasting and budgeting and track the actual performance against budgetCoordinate cross-functional teams to resolve complex customer issues and concernsManage all activities associated with incoming/outgoing customer service operations including developing and implementing policies and procedures. Ensures continuous improvement of processes, systems, and communications.Lead Customer Service / Support team operating from multiple remote locations across North America to ensure high level of performance.Experience implementing and leveraging technologies (CRM, ERP) to drive customer experienceResponsible for customer interactions to include order entry, technical support, RMA's, aftermarket parts sales, and video technical supportDrive Dealer relationships and engagement to ensure Dealers are properly trained to support product, have appropriate inventory levels to support end user customersLead the Voice-of-The-Customer initiativeAdditional duties and responsibilities as assignedKey Responsibilities"Hands on" leadership for support functions with a proven track of operational improvementsExperience in channel business models environment, preferably heavy construction equipmentDemonstrated understanding of common customer service tools and processesExperience in managing cross-functional team projects to completionAbility to interact effectively at all levels of an organization and cross functionally, influence and advocate on behalf of customers and support experts.Global experience including leading remote teamsAdaptability and ability to manage changeStrong internal customer focus with desire to learn all aspects of the businessHigh level of discipline, attention to detail, and ability to meet deadlines in a fast-paced environment while still maintaining a high-level of accuracyStrong written and verbal communication and interpersonal skillsOutstanding organizational, problem solving, and multi-tasking skillsTeam-player and positive attitude, eager to do more and help out, views challenging situations as opportunitiesSelf-motivated, proactive, and able to work with minimal supervisionPassion and commitment to succeed by working hard and never giving upYou enjoy autonomy, accountability and being part of a high performing teamQualifications7-10 years' experience managing a customer service/support organizationMaster's degree preferredGlobal experience preferredBenefitsFREE / FAMILY & FUN / FUTURE = CEMEN TECH CULTURE!FREE HEALTH INSURANCEPAID TIME OFF401KSTOCK OPTIONSBONUSESWe are changing the industry. We are changing lives. Come Join Us!Cemen Tech, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, The Employer will provide reasonable accommodations to qualified individuals with disabilities and encourages prospective employees and incumbents to discuss potential accommodations with Cemen Tech, Inc.CTI111

Keywords: Cemen Tech, Iowa City , Director Of Customer Service/Support, Executive , Iowa City, Iowa

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