Head of Customer Service

We are seeking a Senior Customer Service Head to lead and manage our customer service department within the manufacturing industry. The ideal candidate will be responsible for delivering exceptional service, managing a high-performing team, optimizing customer service processes, and ensuring customer satisfaction in line with the company's strategic goals.

Key Responsibilities:

- Team Leadership: Lead, mentor, and develop a team of customer service representatives, setting clear goals, providing regular feedback, and ensuring high team performance and engagement.

- Customer Relationship Management: Ensure excellent customer service by proactively managing customer inquiries, issues, and complaints, striving for the highest level of customer satisfaction.

- Operational Efficiency: Continuously evaluate and improve customer service processes, workflows, and systems to enhance operational efficiency and reduce response times.

- Collaboration: Work closely with cross-functional teams such as sales, logistics, and production to ensure smooth order processing, timely deliveries, and resolution of product-related issues.

- Performance Metrics: Track, analyze, and report on customer service KPIs (such as response times, resolution rates, and customer satisfaction scores) to management, ensuring continuous improvement.

- Customer Feedback: Collect and analyze customer feedback to identify opportunities for service improvements, and act on insights to enhance the customer experience.

- Strategic Planning: Develop and implement customer service strategies that align with broader organizational objectives, contributing to overall business growth and customer retention.

- Problem Solving: Act as an escalation point for complex customer issues, ensuring timely and effective resolution while maintaining strong client relationships.

Requirements:

-Proven experience in customer service leadership, preferably in a manufacturing or consumer goods environment.

-Strong interpersonal skills with the ability to manage teams and work collaboratively across departments.

- Excellent problem-solving and conflict-resolution abilities.

- In-depth knowledge of customer service best practices, tools, and techniques.

- Exceptional communication skills (verbal and written).

- Analytical mindset with the ability to assess data and translate it into actionable insights.

- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.

Qualifications:

- Bachelors degree in Business Administration, Marketing, or related field.

- 8+ years of experience in customer service or customer support, with at least 3 years in a leadership role.

- Experience with customer service software, CRM systems, and performance metrics tracking.

- Knowledge of the manufacturing industry or packaging sector is highly desirable.