Director of Customer Service Operations

About RS Group

Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses. We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.

We are one team. We deliver brilliantly. We do the right thing. We make every day better. These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.

Together, we can make great things happen. Aim for amazing and beyond.

About the Role

Role Purpose

Leading and Managing all Customer Service Operations in the Global Business Shared Services for overall Americas. This role will lead all current and future Customer Service Teams (Front Office and Back Office) in Shared Services and own all Metrics and Deliverables to ensure best in class Customer Service to our Customers.

 

Responsibilities

• Leading a high performing Customer Service team for the Region and ensuring best in class Stakeholder experience
• Supervision of Front Office and Back Office managers/areas
• Oversight and setting up best in class processes and policies.
• Liaison with Sales, Operations and other Group teams to create a best in class end to end CS framework keeping an exemplary Customer satisfaction in mind
• Oversee and ensure completion of overall Governance Structure and framework
• Oversight of bi-annual and annual audits
• Oversee daily operations of the Ops teams in Front Office and Back Office Customer service across all channels
• Serve on planning and policy-making committees
• Serve as primary legislative liaison relative to company financial issues
• Establish and implement short- and long-range departmental goals, objectives, policies, and operating procedures
• Design, establish, and maintain an organizational structure and staffing to effectively accomplish the department's goals and objectives by creating a high-performing team through objective setting, development plans and talent acceleration

 

Org Structure

This role reports into the VP for Global Shared Business Services for Americas. The key stakeholders for this role are the VP Sales, VP Operations for Americas, and the President Americas

 

Candidate Requirements

Essential Qualifications, Skills & Experience

• Be an expert with hands on knowledge of the Customer Service Operations
• Understand the industry and our sales cycle
• Have a deep understanding of the various channels of Customer Service to ensure an omni channel experience
• Have deep knowledge of Customer Experience Journey and all touch points of our customers
• Work requires professional written and verbal communication and interpersonal skills. Ability to motivate teams to produce quality materials within tight timeframes and simultaneously manage several projects. Ability to participate in and facilitate group meetings.
• Ability to translate finance data to non-finance colleagues in a concise and clear manner
• Work requires willingness to work a flexible schedule
• A combination of the completion of a Professional Degree, at least ten years of experience in a senior-level Customer Service Team
• Ability to inspire and lead a high performing Shared Services team for optimal performance and stakeholder experience
• Empathy and Collaborative work ethic
• Excellent stakeholder engagement and management at the senior most levels within the organization

Desirable Skills & Experience

• MBA or the willingness to complete one in next