Customer Service Director
Customer Service Director
Posted on :
11-04-2025
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1 Vacancy
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Monthly Salary
$ 90000 - 130000
Vacancy
1 Vacancy
Posted on :
11-04-2025
Job Description
Job Title: Customer Service DirectorLocation: Waterloo IowaSalary: $90130K
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 indepth 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 ontime 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:
Bachelors 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 5S 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
Required Experience:
Director
Employment Type
Full-Time
Key Skills
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