Director, Customer Service Detroit, MI, USA Req #1275
Tuesday, October 20, 2020
Who we are and what we do:
Pace Industries is North America's leading full-service die casting manufacturer.Our mission is to provide uncommon, creative die casting and support solutions that contribute to the success of our customers. Our die cast parts are used in automobiles, motorcycles, generators, snow mobiles, lawn mowers, washing machines, power hand tools, BBQ grills, commercial lighting and many other well-known products. You can have a significant impacton our cultural transformation.
GENERAL DESCRIPTION OF POSITION
Ensures that customers are retained, satisfied and that their needs are fulfilled. Recommends changes to products or services to satisfy customer requirements. Analyze information to choose the best solution to solve problems.
This job includes supervising Customer Service Reps to assure satisfied customers, and is not limited to just the following:
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Manages all customer accounts.
- Ensure a high level of customer satisfaction by acting as a customer advocate to coordinate and collaborate across internal departments and business systems to meet the needs of our customers.
- Transform organizational strategy and objectives into clearly defined goals and objectives for the customer service team and ensure delivery of results.
- Own the customer service processes, systems, and data. Streamline processes to ensure productivity, efficiency, accuracy, and scalability through the use of our business applications (ERP/CRM/Web/E-Commerce), and well-defined processes and procedures.
- Develop and implement metrics and KPIs, to report on team performance, and to drive process improvements.
- Lead and/or participate in corporate projects related to business system improvements and acquisition integrations, in the role of business process owner for customer service.
- Manage the learning and development of the team, ensuring all team members contribute to organizational success, and are empowered to support customers and each other while living the Pace Core Values.
- Develop and implement training materials and content to ensure all team members are appropriately trained.
- Coordinate with finishing and die cast on customer daily needs, along with shipping department to ensure shipments are timely.
- Ensure all orders are entered into Odyssey and monitor any changes.
- Work with outside freight companies to maintain on-time deliveries, which includes small packaging (FedEx, UPS, etc.).
- Coordinate all vendor scrap.
- Adjust inventories with parts received from sister facilities.
- Prepare commercial invoices, export paperwork and daily flash reports.
- Coordinate resolution of specific problems with customer, plant and account managers.
- Interact on a daily basis with several other functions of the company, such as Account Managers; Marketing, Distribution, Accounting/Credit, Quality Control and Manufacturing.
- Occasional travel required to the Shared Service Center and to the plants to ensure standards and KPIs are achieved.
- Perform any other related duties as required or assigned.
EDUCATION AND EXPERIENCE
Bachelor's degree in such fields as accounting, marketing, business administration, finance, etc. Equivalent to a four-year college degree, plus 5+ years related experience and/or training, and 5+ years related management experience, or equivalent combination of education and experience.
Pleasenote that the duties and requirements described herein are intended torepresent general contents of this job. This is not to be construed as anexhaustive statement of duties and responsibilities.
Pace Industriesprovides equal employment opportunities to all employees and applicants foremployment and prohibits discrimination and harassment of any type regarding race,color, religion, age, sex, national origin, disability status, genetics,protected veteran status, sexual orientation, gender identity or expression, orany other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditionsof employment, including recruiting, hiring, placement, promotion, termination,layoff, recall, transfer, leaves of absence, compensation, and training.
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