Robert Half Customer Service Director in Ft Lauderdale, Florida
Description Robert Half is partnering with a detail oriented organization to full-time their Customer Service Director. This role will be the Head of Customer service and lead all day to day operations of the customer service center based in Ft Lauderdale Florida . The Head of Customer Service will handle direct employee leadership and project management including process adherence and improvement, manage metrics, including call volumes, response times, order and invoice accuracy as well as other quality assurance, and productivity goals.
Responsibilities of the Customer Service Director will include: Build and provide leadership for the Customer Service team Establish KPIs and drive culture of continued process improvement. Evaluate and optimize team structure, processes and systems to ensure exceptional customer experience Manage and monitor new and existing customer orders. Coordinate with internal teams including Operations, Product, Marketing, and Sales teams Establish communication processes for receiving, triaging, and tracking inquiries, orders, or complaints from customers. Collaborate with other departments regarding forecasting, sales volumes, inventory levels and complaints. Manage ordering platforms to ensure they are working properly and accurately. Be responsible for coaching, development, and performance management of team members Responsible for ensuring the team is in compliance with policy, process, and product updates. Identify additional training needs, plan training sessions and track performance improvement. Ensure that proper coverage is planned and maintained during operating hours Requirements Commitment to remarkable customer service with understanding of means and measures to build a world-class customer service organization. Highly proficient in leveraging technology and the use of business platform tools including Salesforce, ERP systems, and Microsoft Office. Experience optimizing customer services structure, processes and systems. Able to multitask and prioritize in a fast-paced environment with changing priorities. Minimum of 5 years experience leading a Customer Service organization with global responsibilities. Bachelor’s degree required.
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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Questions? Call your local office at 1.888.490.4154. Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.