Director, Customer Service

Overhead Door Corporation is a $1.6B company that manufactures and distributes garage doors, garage door openers and automatic entrance systems.  We offer competitive pay plus bonus opportunity along with excellent benefits: 

•  Paid Holidays plus 40 hours of incidental time / Paid vacation
• 2 medical plans both with a wellness formula / dental insurance / vision insurance / RX coverage / FSA / HSA
• 401K match
• Life Insurance and Supplemental Insurance
• Short-term and Long-Term disability 
• Educational Assistance
• Profit Sharing company funded

Responsibilities

• Develop strategic plans for the customer call center, and manage implementation for new initiatives relative to people, performance and technologies.
• Evaluate, develop and implement procedures to improve departmental efficiency.
• Builds and implements departmental workforce plan that enables the achievement of the customer call center strategy and plans.
• Develop and manage annual department operating, capital and headcount budget.
• Distribute information & provide training related to customer service policies & procedures.
• Oversee department performance and maintain continual internal and external reviews to ensure that all issues are resolved in accordance with company policies and procedures, customer requirements, and senior management’s direction.
• Collaborate with other departments including Human Resources, Marketing, Sales, Purchasing, Finance, Engineering and Distribution Operations to deliver a high level of service to our national and international customer base.
• Coordinate with other departments to ensure that customer requests and issues are handled in a timely and professional manner.
• Sponsors employee development that ensures the highest level of morale and productivity through proper coaching, employee development, promotions, incentive programs, communications, and challenging assignments.
• Establish and maintain strong customer relationships.

Qualifications

• 7+ years of customer service experience.
• Demonstrated knowledge of customer service elements.
• Strong relationship building and interpersonal skills.
• Self confident; self-directed; ability to communicate findings, make recommendations, and facilitate change.
• A leader with excellent communication and interpersonal skills that is effective at working with and influencing individual’s at all organizational levels; persuasive and empathetic; able to handle pressure and manage conflict.
• Strong project management skills, a creative problem solver.
• Computer expertise – MS Office, AS400 (JDE a plus),
• Departmental supervision of a minimum of 45 employees.

Education

• Bachelors Degree required