Director, Customer Service Operations, North America

Job Description:

Title: Director, Customer Service Operations, North America           

Reports to: Global VP Sales Transformation & Operations

Location: Bothell, WA

Travel: Up to 20% (domestic and international)

About the Position

The Director, Customer Service Operations plays a pivotal role within our Global Customer Experience team, providing essential leadership and management support. The primary focus is on overseeing the Customer Service department, with specific attention to managing the order entry and order management for our North American Strategic & Independent customers in addition to intercompany order management to support meeting customer demand. This role encompasses managing customers’ inquiry, overseeing case management using Salesforce, and ensuring top-notch customer service at all touchpoints for both the Machine & Parts business in North America. The Director, Customer Service Operations, is responsible for implementing cost-effective strategies and operational efficiencies to boost productivity, enhance responsiveness, and elevate the overall customer experience.

Responsibilities

Team Leadership and Management:

• Lead, coach, and mentor the customer service/inside sales teams to ensure optimal performance and customer satisfaction ensuring compliant business practices that adhere to our trade and tax policies.
• Establish clear performance objectives and provide regular feedback to team members.
• Develop & embed a talent development plan to ensure succession planning across functional teams. 
• Cultivate a culture of continuous improvement and excellence in customer service.
• Ensure compliance to the Genie policies, procedures, work instructions, along with all OH&S procedures and policies, and compliance to the Terex Code of Ethics policy.  Maintains corporate and legislative compliance, preventing potential exposure through any non-compliance activity.
• Advocate on behalf of the customer, ensuring customer driven business practices that keep customer experience and ease of doing business as the guiding key requirement.
• Support the implementation of the Genie strategy and development of a customer experience roadmap for the Customer Service & Sales Operations Team.

Operational Oversight:

• Monitor the day-to-day operations of the Customer Service department, including call center activities, case management, and order processing (external and intercompany).
• Develop and implement efficient processes and procedures to enhance operational efficiency and elevate the customer experience.
• Monitor key performance metrics and implement corrective actions as necessary to meet service level targets.
• Evaluate and assign resources as needed to support business growth strategy, peaks in seasonal customer activity, targeted sales campaigns and initiatives.

Order Management:

• Manage the customer service teams responsible for accurately entering customer orders, inquiries, and returns.
• Ensure timely and accurate responses to inquiry requests, surpassing customer expectations.
• Collaborate with other departments to address issues and streamline processes.
• Support intercompany purchase orders, receipts and commercial invoice creation.
• Coordinate with supporting teams such as Global Business Services (GBS), Terex Financial Services (TFS),  Materials, Logistics, Pricing, Product Management (Machines & Parts) and Engineering to resolve order inquiries and streamline order fulfillment processes.
• Support and alignment with the Sales Organization and a customer or Account level is critical.

Case Management (Salesforce):

• Utilize Salesforce for effective management of customer cases, inquiries, and escalations.
• Ensure prompt resolution of customer issues and inquiries, maintaining high levels of customer satisfaction.
• Analyze case data to identify trends, root causes, and opportunities for process enhancement.

Required Qualifications

• Bachelor's Degree from an accredited institution in Business, Marketing, Communication, or Industrial Engineering or equivalent experience
• A minimum of 5 years’ experience in Customer Service, Sales, Marketing, Communications, Service, or a related field.
• Proficiency in Salesforce or similar CRM systems for case management and Oracle or other ERP system for order management
• English language fluency

Skills and Competencies

• Demonstrated leadership skills with the ability to build, manage, motivate and engage a div