Director Of Customer Care

Join Laundrylux

Director of Customer Care

What we are looking for:

The Director of Customer Care will maintain and manage any of Laundrylux’s customer facing departments which may include Customer Care, Parts Order Entry, Order Desk, Warranty/Concierge, and Fulfillment. Their primary focus is to develop and support these teams within the organization by improving processes, achieving service level agreements, and ensuring our customers receive world-class service.

Before we continue to dive into the requirements for the role let’s talk about Why you should join Laundrylux?

Career Advancement: We offer a career, not just a job. We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment.

Learning and Development: We foster a culture that encourages and promotes professional growth and development, with continuous learning

Diversity Initiatives: We are proud to have launched the Women’s Initiative focused on building a better workplace for women, providing support, and recognizing the talented women within our company.

Laundrylux Benefits:

• We offer a comprehensive health benefits package including medical and dental plans as well as 401(k) and so much more! Ask our recruiting team for more information.

Back to the role:

What you will do:

• Define and optimize our customer experience lifecycle. Own end-to-end order management.
• Develop and drive consistency throughout day-to-day tactical operations by identifying standards, tools, best practices, process knowledge, and communication.
• Manage our PNCs (Product Number Codes) and Price Lists.
• Build and lead a world-class team:
• Maintain a positive working relationship with peer department heads to ensure all interdependent processes are clear, well-documented, and agreed upon.
• Establish KPIs designed to improve customer satisfaction and department performance.
• Align each team’s efforts with the mission and vision of the organization.
• Use data to develop recommendations for process and technology improvements.
• Act as an escalation manager for customer complaints. Address issues with speed and urgency, orchestrating resources across the company as appropriate.
• Identify resources within the department to maintain our systems and keep product and customer information up-to-date.
• Assist with business planning, gathering and analyzing support metrics, and quarterly report presentations.
• Assist with hiring, training, and coaching team members.
• Maintain the schedule to ensure proper coverage and backup.
• Develop long-term relationships with our distributors and customers to build trust and foster positive communication and feedback channels.
• Drive operational practices to track performance of teams and individuals.
• Foster collaboration within the team and across departments.
• Develop a training schedule within the department as processes and technologies get updated. Create and maintain a up-to-date repository for training documentation.
• Work with sales management to align on strategies, coverage plans, and account dynamics.

What you should have:

• Demonstrated operational excellence in analytical thinking, problem solving, communication, delegation, and planning.
• Proficient in MS Office.
• 4-year college degree preferred.
• Knowledge and experience in account management, order processing, fulfillment procedures, sales, and logistics.
• Bi-lingual a plus.
• Minimum 5-7 years of proven experience leading teams in a customer service or sales environment
• Ability to travel as needed.
• Strong presentation skills.
• Must have strong business acumen, professionalism, work ethic, and sense of urgency to accurately complete tasks.
• Must be technology driven with a proven track record of automating processes that increase sales, productivity, and efficiencies.
• Excellent verbal communication, active listening, and written skills.
• Ability to multi-task with shifting priorities.
• Outstanding focus on the customer.
• Possess a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams

Salary:

$100,000-$125,000

Bonus:

Eligible

Our Values:

People, Share Responsibility, Integrity, Excellence, Customer Focused, Meaningfulness and Fun

If you are looking for your next challenge, then this is your chance to join our team of exceptionally talented, creative and innovative professionals. We want you!

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.