Must live in Jacksonville, FL. Relocation assistance is available.

Key Responsibilities:

• Provide strategic direction, leadership and management to the Customer Service organization. Ensuring that service excellence is delivered across all customer touch points and that customer satisfaction with our services and our products is a competitive advantage.
• Responsible to ensure that customer and business needs are met within service and cost targets, with a strong focus on digital solutions, E-Commerce and analytics
• Lead a team of 2 Senior Manager, 6 Group Leaders and +50 customer service representatives and be responsible for the team's performance, coaching, development and training strategies
• Responsible for the Customer Service Strategy and Roadmap, related critical metrics and process improvements/project management.
• Develop policies and procedures covering order processing, customer inquiries, general correspondence, and resolution of customer complaints.
• Be the Global Process owner for Customer Service Global Process group with the responsibility of owning the Customer Service Strategy.

Qualifications

Education:

• Bachelor’s degree is a requirement.

Experience and Skills:

Required:

• Previous experience in Customer Service/Call Centre Management and demonstrated experience of managing a Customer Service/Call Centre team (50+ people) is required.
• Minimum 8 Years Work Experience of which 5+ years Leadership experience, 3+ years experience in Supply Chain or Commercial Experience is required.
• Excellent presentation and communication skills (written and oral) with ability to communicate at all levels using appropriate approach i.e. informal influencing skills through to formalized communication strategies is required.
• Ability to manage complexity and proactive approach to problem solving with consistent record of using data analytics and Lean solutions is required.
• Demonstrated innovation skills and commitment to continuous quality improvement is required.

Preferred:

• Solid understanding of financial & operational analysis, project management digital solutions and analytics is preferred.
• Experience of working in Order To Cash processes and/or Supply Chain in a high SKU, high transaction, high volume environment is preferred.
• Experience with scheduling software and other work force measurement tools is preferred

Other:

• English Proficiency required– Knowledge of Spanish is a plus.
• Maximum 5% travel

Job Type: Full-time

Pay: $175,000.00 - $200,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 6 years

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Jacksonville, FL: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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