Director of Customer Service

Job Overview:

Generally expected to work as a valued member of the XL Specialized Trailers extended leadership team. This job will primarily be responsible for maintaining effective customer service in parts, service, and warranty for customers of XL Specialized Trailers by utilizing excellent, in-depth knowledge of company products and programs as well as working with team members within the Engineering, Operations, Supply Chain, Quality, and Sales departments.

Essential Duties and Responsibilities:

1. Overall leader and process manager for customer service team which includes Parts, Service, and warranty functions.
2. A significant part of this role is ensuring friendly customer service for our incoming 'parts calls'. XL has been in business for thirty years and servicing and maintaining trailers on the road is becoming increasingly important. When a customer is in need of a part or service to continue the operation of their trailer, we need a dedicated and focused inside team to handle these calls as they come in, creating positive experiences for our customers.
3. Pricing: establish and maintain business logic for pricing of parts and service for this revenue stream.
4. Scheduling: lead, manage, and communicate the scheduling of parts, service, and warranty work through the operation.
5. Resolve customer dissatisfactions by planning and directing the receipt, investigation, evaluation and settling of complaints and claims; following up with customers; personally resolving difficult situations.
6. Lead, manage, and oversee warranty process; resolve warranty claims by approving or denying based on warranty policy definition and incoming documentation; calculating benefit due; initiating payment or composing denial letter. Maintain warranty claims per sales dollar budget. Work closely with production to effectively manage the warranty claims scheduled through production.
7. Monitor programs and procedures to ensure on-time delivery, customer satisfaction, and sales attainment by registering customer service/warranty calls; tracking response time to resolution; compiling warranty and financial data; tracking service level agreements; generating quotes and registering warranties within established procedures.
8. Generate reports for the purpose of identifying customer service and warranty issues by collecting, analyzing, and summarizing information and trends, recommending changes for cost reduction and operational efficiencies.
9. Maintain inter- and intradepartmental workflow by fostering a spirit of cooperation, ensuring all customers have accurate and timely information on order status and/or changes.
10. Conduct analyses to identify improvement opportunities by studying business opportunities, determining expansion of facilities or product lines; evaluating options; recommending courses of action.
11. Maintain a safe and clean working environment by complying with procedures, rules, and regulations. Wear proper personal protective equipment.
12. Identify and anticipate safety and health concerns and hazards by surveying environmental, operational, and occupational conditions.
13. Contribute to team effort by accomplishing related project results as needed.

Ancillary Duties:

1. Assist with the continuous process improvement of XL Specialized Trailers by leading and participating in projects such as lean, 5-S, and Kaizen.
2. Perform any other tasks assigned to support and improve the overall operations of XL Specialized Trailers.

Supervision Experience Required:

This employee is a 'manager of people' and responsible for directing, delegating, organizing, planning, and carrying out the assignments, keeping the supervisor informed of progress and potential problems or future implications.

Responsibility for Public Contact:

Daily contact with customers requiring courtesy, discretion, and sound judgment.

Licensing and Certification:

None required.

Education and Experience:

1. Bachelor's degree.
2. Five years Customer Service, Technical Sales, or Manufacturing Sales experience, or more. Working in warranty for the heavy equipment industry would be desirable.

Essential Skills and Experience:

1. Leadership: a demonstrated ability to lead people and get results through others.
2. Planning: an ability to think ahead and plan.
3. Management: the ability to organize and manage multiple priorities.
4. Customer service systems development and deployment.
5. Problem analysis and problem resolution at a functional level.
6. Employee training and development.
7. Strong customer orientation.
8. Excellent interpersonal and communication skills.
9. High performance teams and a strong team player.
10. Commitment to company values.
11. Computer proficiency.

Physical Demands:

1. Extended periods of sitting.
2. Ability to routinely lift 20 lbs. and occasionally up to 50 lbs.

Work Environment:

Work is performed both indoors and outdoors.