National Customer Service Director-Open to Remote Job at North American Corporation
Envoy Solutions, a diversified distribution company with over $2.5 billion in revenue, is bringing together leading brands from the facility supplies, packaging solutions, and specialty products industries. We’re building a national platform that will enable us to leverage product knowledge, category expertise, and local presence to help make buildings cleaner and more sustainable, people safer, and operations more productive, every day. Our portfolio of companies includes North American, WAXIE, SEPG, Daycon, North Woods, PJP, Johnston, Next-Gen, Swish White River, Valley Janitor Supply, Weiss Bros., General Chemical & Supply, Bio-Shine, ATRA Janitorial Supply, Sigma Supply of North America, American Paper & Supply Company, Hughes Enterprises, and NVISION. Our combined company employs more than 3,000 associates, operates 72 distribution centers, and supports more than 72,000 customers.
At Envoy Solutions, our focus is on creating greater efficiencies and scale with a high-touch, customer-first approach. We’ve combined the expertise of local consultants and sales teams with a wider portfolio of products and deeper category knowledge. We work both nationally and regionally to ensure responsiveness to the industry’s toughest challenges, and we deliver a more efficient and streamlined distribution model on behalf of our customers.
Position Overview
The National Director of Customer Service will be responsible for creating and leading an exceptional customer experience within our customer service team across Envoy Solutions.
Responsibilities Include
· Coordinate with customer service team members across Envoy Solutions to ensure consistency between processes and performance of team.
· Develop performance metrics and service level goals for the customer service team.
· Create and implement consistent training program for customer service representatives.
· Identify and implement standardized technology to better support our customers and team.
· Develop methods for capturing and analyzing customer feedback.
· Create and drive the strategy and operating model to scale customer service across Envoy Solutions.
· Manage internal and customer communications related to customer service.
· Present recommendations to Executive Leadership Team.
· Develop recommendations for budget.
· Accountable for meeting or exceeding budget.
· Partner with Regional Vice Presidents (RVPs), General Managers (GMs), sales leaders, marketing, and the Strategic/National Accounts teams to create an industry-leading customer experience.
· Develop model for attracting and retaining talent within customer service.
· Identify and address opportunities for improvement.
The ideal candidate will have
· 10+ years of progressive management experience in customer service and other customer-facing roles
· Ability to lead and inspire change
· Experience with organizational design
· Ability to work well under pressure and drive decision-making
· Strong analytical skills
· Track record of building high performing teams
· Strong communication skills, both written and verbal, with stakeholders and customers
· Collaborative and engaging approach
· Ability to adapt and learn
· Experience leading national or regional teams
· Travel: ability to travel 20-40% of the time
This position offers a competitive starting salary and comprehensive benefits program.
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Envoy Solutions (and its subsidiaries) is an Equal Opportunity Employer. This means that all qualified applicants will receive consideration for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation, gender identity and/or any other characteristic protected by law. We also provide reasonable accommodations to our applicants and employees with disabilities in order to assist them in the performance of their essential job functions.
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