Customer Service Director

Location: Waterloo, Iowa Salary: $90-130K Job Summary of the Customer Service Director: The Customer Service Director is a valued member of the extended leadership team. This job will primarily be responsible for maintaining effective customer service in parts, service, and warranty for customers by utilizing excellent, in-depth knowledge of company products and programs as well as working with team members within the Engineering, Operations, Supply Chain, Quality, and Sales departments. Job Duties & Responsibilities of the Customer Service Director: Overall leader and process manager for customer service team, which includes Parts, Service, and warranty functions. Ensure friendly customer service for all incoming parts calls. Establish and maintain business logic for the pricing of parts and service for this revenue stream. Lead, manage, and communicate the scheduling of parts, service, and warranty work through the operation. Resolves customer dissatisfactions by planning and directing the receipt, investigation, evaluation, and settling of complaints and claims; following up with customers; and personally resolving difficult situations. Lead, manage, and oversee the warranty process; resolve warranty claims by approving or denying based on warranty policy definition and incoming documentation; calculating benefit due; initiating payment or composing denial letter. Maintain warranty claims per sales dollar budget. Monitor programs and procedures to ensure on-time delivery, customer satisfaction, and sales attainment by registering customer service/warranty calls; tracking response time to resolution, compiling warranty and financial data; tracking service level agreements. Generate quotes and register warranties within established procedures. Generate reports for the purpose of identifying customer service and warranty issues by collecting, analyzing, and summarizing information and trends, recommending changes for cost reduction and operational efficiencies. Maintains inter- and intradepartmental workflow. Education & Experience Requirements of the Customer Service Director: Bachelors degree or equivalent experience. 5+ years Customer Service, Technical Sales, or Manufacturing Sales experience, or more. Experience working in warranty for the heavy equipment industry would be desirable. Demonstrated ability to lead people and get results through others. Assist with continuous process improvement by leading and participating in projects such as lean, 5-S and Kaizen. Perform any other tasks assigned to support and improve the overall operations. Responsible for directing, delegating, supervising, organizing, and planning. An ability to think ahead and plan. The ability to organize and manage multiple priorities. Customer service systems development and deployment experience. Problem analysis and problem resolution at a functional level. Responsible for employee training and development. Strong customer orientation. Excellent interpersonal and communication skills. Strong computer proficiency.