Senior Director, Customer Service
Senior Director, Customer Service
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Senior Director of Customer Service will play an integral role in shaping and executing our customer service strategy to deliver best-in-class support and enhance customer satisfaction across Fortune Brands Innovations. This position will be responsible for leading and developing a team of Customer Service Managers throughout North America optimizing service processes and implementing initiatives to drive continuous improvement and operational excellence. This is a highly visible and strategic role that regularly provides insights to executive leadership.
Position Location: This position is eligible for a hybrid schedule. This position requires in office presence Tues-Thurs with the option to work remotely on Monday & Friday.
RESPONSIBILITIES:
- Lead the customer service business to business organization for Fortune Brands Innovations.
- Develop and execute a comprehensive customer service strategy aligned with FBINs business objectives customer needs and industry best practices.
- Lead and mentor a team of customer service managers supervisors and representatives providing guidance coaching and support to drive performance and achieve service excellence.
- Define and monitor key performance indicators (KPIs) and metrics to assess and drive improvements to customer service performance including response times average handle times error rates transactions per hour resolution rates and customer satisfaction scores.
- Collaborate with cross-functional teams including sales marketing pricing operations and IT to ensure alignment of customer service initiatives with business goals and priorities.
- Implement customer service technologies and tools to enhance efficiency and effectiveness such as Esker Cloud customer portals EDI and Lessonly.
- Develop and maintain customer service policies procedures and standards to ensure consistency quality and compliance with regulatory requirements and company policies.
- Lead the resolution of escalated customer issues working closely with internal stakeholders to address root causes and implement corrective actions to prevent recurrence.
- Champion a customer-centric culture within the organization emphasizing the importance of customer satisfaction loyalty and retention across all levels and departments.
- Stay abreast of industry trends emerging technologies and best practices in customer service and recommend innovative solutions to enhance service delivery customer experience and employee training standards.
- Prepare and present regular reports and updates on customer service performance trends and initiatives to senior leadership and key stakeholders.
Qualifications :
- Bachelors degree in Business Administration Marketing or related field; Masters degree preferred.
- Minimum of 10 years of experience in customer service leadership roles.
- Strong understanding of customer service principles practices and technologies with experience in implementing customer service strategies and initiatives.
- Excellent leadership and people management skills with the ability to inspire motivate and develop a diverse team of customer service professionals.
- Analytical mindset with the ability to analyze data identify trends and make data-driven decisions to improve service performance and customer experience.
- Exceptional communication interpersonal and conflict resolution skills with the ability to build relationships and collaborate effectively across all levels of the organization.
- Strategic thinker with a results-oriented approach capable of developing and executing customer service strategies that drive business growth and competitive advantage.
- Experience working in a fast-paced dynamic environment with the ability to manage multiple priorities and projects simultaneously.
- Passion for delivering exceptional customer service and driving customer-centricity throughout the organization.
Additional Information :
Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $140000 USD - $220000 USD. Please note that actual salaries may vary within the range or be above or below the range based on factors including but not limited to education training experience professional achievement business need and location. In addition to base salary employees will participate in either an annual bonus plan based on company and individual performance or a role-based sales incentive plan.
At Fortune Brands we support the overall health and wellness of our associates by offering comprehensive competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates unique needs. This includes robust health plans a market-leading 401(k) program with a company contribution product discounts flexible time off benefits (including half-day summer Fridays per policy) inclusive fertility / adoption benefits and more. We offer numerous Employee Resource Groups to support inclusivity and our associates feeling of belonging at work.
Fortune Brands is a brand innovation and channel leader focused on exciting supercharged categories in the home products security and commercial building markets. Our portfolio of brands includes Moen House of Rohl Aqualisa SpringWell Therma-Tru Larson Fiberon Master Lock SentrySafe and Yale residential.
Fortune Brands is headquartered in Deerfield Illinois and trades on the NYSE as FBIN
Equal Employment Opportunity:
FBIN is an equal employment opportunity employer and does not discriminate against any applicant based on race color religion sex gender identity or expression national origin ancestry age disability marital status protected veteran status sexual orientation genetic history or information or any other legally protected characteristic.
Reasonable Accommodations:
FBIN is committed to working with and providing reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application or interview process please contact us at and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to.
To protect yourself from fraudulent job postings or recruitment scams please note that FBIN job postings are exclusively hosted on our careers page at #LI-AM1
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
