Customer Excellence Director

Job Summary: Director of Customer Excellence is responsible for creating and implementing strategies to drive customer satisfaction, strengthen partnerships with 3PL customers, and increase business performance to meet and exceed company’s strategic goals. Essential Duties and Responsibilities: Customer Service and Billing Draft, implement, and execute policies and procedures for the Customer Service functions with the objective of providing an exceptional level of service to the customer. Establish service levels and requirements for the department including cross training. Develop and implement methods to record, assess, and analyze customer feedback. Maintain effective relationships with existing accounts, conduct regular wellness checks and/or QBRs. Address the more complex and non-routine customer issues and requests in conjunction with Operations, IT and Customer Service teams. Collaborate with Business Intelligence, IT, Finance and Operations in gathering and analyzing data concerning department operations and customer requirements. Support Operations and be hands on when needed to ensure the Company is executing for our customers at a high level of performance. Provide support to the Customer Service team in order processing and billing. Ensure timely, complete and accurate invoicing of all Tighe customers. Ensure month end close happens in a timely, complete and accurate manner Draft and implement the department's budget. Perform other related duties as assigned. New Account Implementation Work closely with Operations, IT, Customer Service, Finance and Business Development teams to onboard new customers. Ensure rates, specifications, SKUs and other customer product information is entered in WMS correctly per contract requirements. Ensure proper training of customer service teams on processes, procedures, systems, and equipment, as needed. Maintain close communication with new customers throughout implementation, work with all teams to provide solutions for any issues that may arise. Conduct post-implementation reviews to evaluate the process, prepare for regular wellness checks and identify improvements for future implementations. Manage customer complaints and assist with or lead Root Cause Analysis Supervisory Responsibilities: oversees and trains Customer Service teams in all divisions, direct supervisor for Customer Service Manager and Customer Service Supervisors. Education and Experience: Bachelor’s degree preferred and at least 5 years of experience in a similar position. Requires direct warehouse-related experience in operations and/or customer service with management skills such as planning, supervising, controlling, organizing and staffing. Excellent communication skills to establish effective working relationships. Ability to work with and coordinate between multiple stakeholders in different departments to aggregate data sources to a comprehensive proposed outcome or course of action Knowledge of Microsoft Suite (Outlook, Excel, Word, Powerpoint, etc.) with an emphasis on being able to manipulate data and complete light analysis in Excel relevant to customer service and customer order information in the WMS Knowledge of customer relationship management software programs, computer functions, inventory management, budgeting and accounting is required. Working knowledge and understanding of warehouse processes, prior hands-on operations experience preferred. Experience in a 3PL environment is a plus. Special requirements: must have responsible work habits and pass any pre-employment tests, drug test and background check. Physical Requirements Must be capable of sitting, standing and walking for extended periods. Must be capable of expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly. Must be able to pinch, type, and otherwise use hands when handling e…

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