Director Customer Service
Director Customer Service
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Job Description
Covia responsibly provides minerals solutions for a better tomorrow. As a leading provider of diversified minerals our products support a variety of industrial markets including glass ceramics coatings metals foundry polymers construction water filtration and sports and recreation. Long-standing relationships with a broad customer base enable Covias market-inspired approach to innovation to enhance solutions and customer benefits. Underpinning these strengths is an unwavering commitment to safety and to sustainable development further enhancing the value that Covia delivers to all its stakeholders.
Covia is looking for a dynamic visionary and yet hands-on Director of Customer Service to lead a transformation across corporate manufacturing and international customer service functions. This newly created role will align and elevate customer-facing operations spanning Corporate/Centralized Customer Service Black Labs Import/Export and plant-based customer service into a unified high-performing service organization. This role will be remote with a geographic preference of North Carolina (Charlotte area) or Ohio (Cleveland area).
The successful candidate will have the following Key Accountabilities:
- Develop and execute overall strategy to deliver targeted customer service levels focused on consistency responsiveness and innovation
- Standardize processes and harmonize roles for Customer Service globally
- Cultivate collaborative relationships between Customer Service and key stakeholders including Customers Plant Operations Sales IT and Executive Leadership to ensure alignment
- Ensure Ease of Doing Business for customers through leveraging key technology
- Harmonize global tools workflows and service models (ERP CRM BI platforms) to streamline operations and enhance visibility
- Establish report and create plans to optimize appropriate Key Performance Indicators (KPI)
- Recruit retain and develop top talent
- Inspire coach and empower multi-site and remote teams to achieve excellence and embrace continuous improvement
- Manage escalated issues credit approvals and complex complaint resolutions with strategic clarity and composure
- Serve as a role model of inclusive leadership transparency and ethical decision-making
- Perform other duties as assigned.
The successful candidate will have the following Minimum Qualifications:
- Bachelors degree in Business or related field; Masters Degree a plus
- 7 years customer service experience including 3 in a leadership position
- Demonstrated experience leading transformative change
- Extensive experience in Enterprise Resource Management (ERP) systems preferably IFS
- Proficiency in Customer Relationship Management (CRM) software preferably Power BI and Microsoft Office
- Deep understanding of service operations team performance and customer satisfaction metrics
- Excellent verbal and written communication skills
- Ability to influence all levels of the organization
- Six Sigma certification a plus
- Ability to travel as needed
Commitment to Our Culture:
Our core values - Safety Team Customers Growth and Courageguide our work every day and will help us achieve our vision: Covia is the leading minerals solutions provider and through the passion and commitment of our people we enable customer successensuring a sustainable future for our company.
All Covia Team Members are expected to:
- Live the Life-Saving Rules
- Build high-performing work teams
- Focus on customers
- Demonstrate a growth mindset
- Do the right thing always
At Covia we strive for and support a diverse workforce as we firmly believe this lays the foundation of our. Our compelling culture supports inclusion individuality and respect within the workplace. We are committed to providing employment opportunities to the most qualified candidate based on work-related factors and without regard to non-work-related factors including race color religion national origin gender sexual orientation gender identity gender expression age disability or military service or reserve or veteran status.
The organization offers competitive salaries advancement opportunities and a full range of benefits.
Benefits:
- Excellent Healthcare Benefits medical vision dental
- 401K with company matching
- Paid Time Off Paid Holidays
- Disability plans and Life / AD&D
- Employee Assistance Program
- Competitive Incentive Bonus
An Equal Opportunity Employer
IND2
#LI-REMOTE
Required Experience:
Director
Employment Type
Full-Time
