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Director of Regional Customer Service

Mouser Electronics, Inc

This is a Full-time position in Mansfield, TX posted July 8, 2021.

The Director of Regional Customer Service is responsible for the day-to-day coordination, functional management and leadership of the Americas Sales and Service teams managing B-to-B customers at Mouser Corporate campus.

Develops, oversees and evaluates Customer Service Management, and supporting activities in a manner that ensures total customer satisfaction.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
Acts as a team player and leader on the Americas sales floor.

Provides Managers with clear expectations.

Gives detailed guidance, support, training and tools.

Oversees staffing, training and performance evaluation to develop and direct service & sales programs to achieve the best customer service and enable sales growth.

Innovates, creates, and helps develop new ways to drive efficiencies and improve customer service.

Customarily and regularly directs the work of two or more full-time employees or their equivalent.

Makes suggestions and recommendations for these employees regarding performance and change of status, including transfer, advancement, termination, and hiring.

Establishes performance goals for all Regional Service team employees, and monitors performance on a continual basis.

Works to identify underperforming customers and partners with Mouser Customer Development to help identify opportunities for growth.

Acts as a leadership liaison and provides feedback to VP of Americas Customer Service and Sales.

Coordinates with Mouser Service Excellence on best practices, training, and procedural changes.

Expected to spend a significant portion of time with staff and management.

Coaches and provides leadership for managers and staff.

Covers for management when they are out of the office.

Expected to be knowledgeable of market and industry trends, competitors, and leading customer strategies.

Interacts effectively with individuals and groups inside and outside the organization.

Supports and participates in the company total quality process and works with the highest level of ethics and integrity.

*Involved in the hiring of qualified talent and the retention of that talent.

Work closely with managers to ensure development and growth of staff.

SKILLS & CERTIFICATIONS
Knowledge of Microsoft Office Applications (Excel, PowerPoint, Work and Outlook) at the advanced level Experience developing and maintaining productive work teams and providing ongoing performance management.

Exhibits strong analytical, problem solving, negotiation, organizational, and teaching skills.

Read, analyze and interpret data and preliminary knowledge of 3rd party software tools.

Proficient with writing/creating reports, business correspondence, and presentations.

Excellent verbal and non-verbal communication and telephone etiquette.

Able to communicate with people at all levels.

Able and willing to use our telephone headsets.

Detailed and thorough in work habits with multi-tasking ability.

*Able to work with minimum supervision and make independent judgments.

Skill evaluations: Math 90%, Spelling 90%, Typing 40 wpm, Excel 70% Has acceptable driving record and can provide current, valid driver’s license and current proof of insurance.

EDUCATION & EXPERIENCE
Bachelor’s degree preferred or a combination of education and experience.

Minimum 5 years call center management experience (Industry Preferred) Previous experience as a customer service manager.

(Previous experience managing more than one manager is required)
COMPETENCIES

Innovation In-Depth Problem Solving & Analysis Championing Change Driving for Results Continuous Improvement Customer Focus Resilience Managing Others Coaching and Developing Others Organizational Savvy Integrity Business Acumen

This is a summary of the primary accountabilities and requirements for this position.

The company reserves the right to modify or amend accountabilities and requirements at anytime at its sole discretion based on business needs.

Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.

Category:Sales/Customer Service

Equal Opportunity Employer, including disability and veterans.

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