Director, Customer Operations
Apply NowCompany: Hollingsworth & Vose Company
Location: Walpole, MA 02081
Description:
POSITION SUMMARY: The Director of Customer Operations is responsible for leading a comprehensive, company-wide approach to customer success. This role ensures that the organization responds promptly and positively to customer needs. Key responsibilities include developing consistent customer support policies and procedures, establishing appropriate customer operations metrics, monitoring compliance with customer operations standards, and implementing and maintaining an international Customer Relationship Management (CRM) system.
Train and develop a capable customer operations team to handle order processing, customer correspondence, and shipping. Evaluate skill levels and work with Customer Operations Representatives (CSRs) and Supervisors to ensure a highly professional staff.
Collaborate with Mill Managers and schedulers to ensure timely responses to customer requests.
Recommend product or operations improvements based on field support information.
Coordinate the assessment of product performance and customer satisfaction.
Investigate customer dissatisfaction and oversee the maintenance of customer complaint records and resolution steps.
Develop support programs to educate customers on product operation and maintenance.
Work with sales and marketing managers to ensure standard procedures are followed and that CSRs receive timely information.
Coordinate with the IT department to provide readily available information required to process orders or respond to inquiries, including sample and brochure fulfillment.
Ensure customer operations personnel maintain customer goodwill during CRM implementation.
Ensure compliance with US Export Administration Regulations by monitoring the export compliance program. This responsibility reports to the Vice President and General Counsel.
EDUCATION AND EXPERIENCE:
Bachelor's degree in Business or a related field.
7-10 years of experience in a multinational company at the manager level or higher.
3-5 years of direct experience in Customer Operations and Support Management.
Proven record in conflict resolution and customer relations.
Successful implementation of a global CSR program.
Managerial experience in sales and customer operations.
Results-oriented, team approach.
Provide training and guidance to other employees.
Hollingsworth & Vose is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
Train and develop a capable customer operations team to handle order processing, customer correspondence, and shipping. Evaluate skill levels and work with Customer Operations Representatives (CSRs) and Supervisors to ensure a highly professional staff.
Collaborate with Mill Managers and schedulers to ensure timely responses to customer requests.
Recommend product or operations improvements based on field support information.
Coordinate the assessment of product performance and customer satisfaction.
Investigate customer dissatisfaction and oversee the maintenance of customer complaint records and resolution steps.
Develop support programs to educate customers on product operation and maintenance.
Work with sales and marketing managers to ensure standard procedures are followed and that CSRs receive timely information.
Coordinate with the IT department to provide readily available information required to process orders or respond to inquiries, including sample and brochure fulfillment.
Ensure customer operations personnel maintain customer goodwill during CRM implementation.
Ensure compliance with US Export Administration Regulations by monitoring the export compliance program. This responsibility reports to the Vice President and General Counsel.
EDUCATION AND EXPERIENCE:
Bachelor's degree in Business or a related field.
7-10 years of experience in a multinational company at the manager level or higher.
3-5 years of direct experience in Customer Operations and Support Management.
Proven record in conflict resolution and customer relations.
Successful implementation of a global CSR program.
Managerial experience in sales and customer operations.
Results-oriented, team approach.
Provide training and guidance to other employees.
Hollingsworth & Vose is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.