Director Customer Support Jobs

Want to learn more about this role and Jobot? Click our Jobot logo and follow our LinkedIn page!

Job details

Bonus Opportunity!

This Jobot Job is hosted by Ariel Rubio

Are you a fit? Easy Apply now by clicking the "Apply" button and sending us your resume.

Salary $140,000 - $160,000 per year

A Bit About Us

Serving customers since 1947, we are a family-owned diversified global logistics and transportation services company. Our Mission is to be a leader in providing customized, cost-effective and profitable value-added services to the automotive, maritime, and relocation industries through the integration of Pasha’s network of global logistics entities and strategic partners. Our continuing investment in our employees, technology, facilities and equipment enhances our productivity, leading to increased quality and profitability, for Pasha and for our customers, whose satisfaction is fundamental to our business. Our name stands behind every move.

Why join us?

Our culture fosters individual talent, mutual trust and lifelong learning. We support our people so they can master their career journeys, go further, reach higher, and realize their greatest potential.

Various career paths

Career development

Flexibility and Hybrid work schedules

Digital learning platform with tuition reimbursement

Serving communities where we work and live

Compensation And Benefits For Full Time Positions

Competitive compensation based on experience and qualifications.

Medical, Dental, Vision, and Life Insurance programs

Employer Paid Short & Long Term Disability Insurance

Commuter benefit program

Flexible spending accounts

401K with a Profit Sharing Plan

Wellness Program

Employee discount programs

Paid Volunteer Time at Company-Sponsored Events in the Community

Job Details

We are seeking a dynamic and experienced Permanent Director of Customer Support to lead our Customer Support team in the Manufacturing industry. The ideal candidate will have a demonstrated track record of success in implementing and managing LEAN, Six Sigma, TQM, Manufacturing Customer Service, Operations, and Supply Chain practices. As the Director of Customer Support, you will be responsible for ensuring the highest level of customer satisfaction, driving continuous improvement, and leading a team of customer support professionals.

Responsibilities

• Manage the Service Center in ensuring high quality service delivery that satisfy service level agreements and meet productivity, efficiency and key performance indicator (KPI) targets for each client, emphasizing timely, accurate and complete transaction handling and excellent customer care.
• Develop and maintain strong relationships with key customers to understand their needs and ensure their satisfaction.
• Develop and implement customer support strategies that align with company objectives and drive customer satisfaction.
• Identify and implement process improvements to enhance the customer experience and drive operational efficiency.
• Monitor and analyze customer support metrics to drive continuous improvement and identify areas for improvement.
• Manage the customer support budget and ensure resources are allocated effectively to meet customer needs.
• Must have experience in a process driven business environment, with proven score card metric / KPI - based results
• Lead and manage a team of customer support professionals to deliver exceptional customer service.
• Collaborate with cross-functional teams to ensure seamless customer interactions across all touchpoints.

Qualifications

• Strong analytical skills and ability to use data to drive decision-making.
• Excellent leadership and people management skills, with the ability to inspire and motivate a team.
• Strong knowledge of LEAN, Six Sigma, TQM, Manufacturing Customer Service, Operations, and Supply Chain practices.
• Excellent communication skills, with the ability to build strong relationships with customers and internal stakeholders.
• Proven track record of driving customer satisfaction and delivering operational excellence.
• 8+ years’ progressive management experience at a senior level within a logistics / business to business / or contact center services operation
• Bachelor's degree in Business Administration, Engineering, or related field. Master's degree preferred.

This job is also eligible for participation in an Incentive Plan with a target payout based on eligible compensation and corporate/individual performance goal attainment.

Annual Incentive Opportunity 15% of eligible compensation

Must be fully vaccinated against COVID-19

If you are a results-driven leader with a passion for delivering exceptional customer service, we want to hear from you. Apply now to join our team as the Permanent Director of Customer Support in the Manufacturing industry.

Interested in hearing more? Easy Apply now by clicking the "Apply" button.

Want to learn more about this role and Jobot?

Click our Jobot logo and follow our LinkedIn page!