Mid-size, growth oriented services organization headquartered in King of Prussia is looking to hire a Director to oversee the Customer Service and Order Management functions. This role will lead a team of individuals responsible for communicating daily with clients regarding order status, delays, and issues. In addition, this person will be integral in building out a best-in-class customer support function through a combination of processes, technology, and people. This is a highly visible and very important group within the company!
Specific duties will include:
Evaluate the current state of order management, customer service, and customer support and make recommendations for improvement
Identify opportunities to automate and streamline the way customer support is provided
Hire, train, and manage a customer-focused team that is capable of providing exceptional customer service to clients in stressful or time-sensitive situations
Work closely with the IT team to develop technology enhancements for the order management function
Collaborate cross-functionally with groups throughout the organization to improve transparency
Work closely with senior leadership on new business initiatives