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A bit about us:

We are an award winning company for our products and innovations. We design, manufacture and assemble many of the components that go into our products.

Why join us?

Join a global company with production and sales support facilities throughout the World. Our global sourcing strategy allows us to procure the finest raw materials available.

Job Details

We are looking for a passionate and experienced Director of Customer Service to join our team. As the Director of Customer Service, you will be responsible for overseeing all customer service operations, ensuring that our customers receive the highest level of service and support. You will work closely with our manufacturing and operations teams to ensure that we are meeting customer needs and exceeding their expectations. Must have experience taking company data and creating analytic reports.

Responsibilities:

  • Develop and implement customer service strategies and processes that align with our overall business objectives and goals
  • Manage and lead a team of customer service representatives, providing guidance, coaching, and support as needed
  • Analyze customer service data and KPIs to identify areas for improvement and implement solutions to enhance the customer experience
  • Work closely with our manufacturing and operations teams to ensure that we are meeting customer needs and delivering high-quality products on time
  • Develop and maintain strong relationships with our customers, acting as the primary point of contact for all customer service inquiries and concerns
  • Monitor customer feedback and reviews, responding to customer complaints and implementing solutions to address any issues
  • Utilize analytics tools such as Genesys, Power BI, PowerPivot, and Tableau to track customer service performance and identify areas for improvement
  • Manage customer service budgets and resources, ensuring that we are operating efficiently and effectively
  • Provide regular reports and updates to senior management on customer service performance and initiatives

Qualifications:

  • Bachelor's degree in Business, Manufacturing, or related field
  • 10+ years of experience in customer service, preferably in a manufacturing environment
  • Bilingual Mandarin Chinese or Spanish language skills a bonus
  • Strong analytical skills and experience with KPI tracking and analytics tools such as Genesys, Power BI, PowerPivot, and Tableau
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams
  • Proven leadership skills, with the ability to motivate and inspire a team of customer service representatives
  • Strong problem-solving skills and the ability to think creatively to develop innovative solutions
  • 10 years experience within the furnishings and manufacturing industry

If you are a customer-focused leader with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity. We offer a competitive salary and benefits package, as well as opportunities for growth and advancement within our organization.
Jobot is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Sometimes Jobot is required to perform background checks with your authorization. Jobot will consider qualified candidates with criminal histories in a manner consistent with any applicable federal, state, or local law regarding criminal backgrounds, including but not limited to the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.
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