Customer Service Director (Pomona)

SUMMARY:
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POSITION INFO:
Position: Customer Service Director Industry : Industrial Equipment Manufacturing Report to: Managing Director Summary description The After Sales\/Customer Service Director will lead the customer service department, ensuring exceptional support and satisfaction for our clients. This role involves developing strategies to enhance service quality, overseeing after-sales operations, and managing customer relationships to drive loyalty and retention. Main responsibilities Strategic Leadership: Develop and implement customer service strategies aligned with company goals to enhance customer satisfaction and operational efficiency. Team Management: Lead, mentor, and motivate the customer service team to achieve performance targets and foster a customer-centric culture. Customer Relationship Management: Build and maintain strong relationships with key clients, addressing their needs and concerns effectively Performance Analysis: Monitor and analyse customer service metrics and feedback to identify areas for improvement and ensure service excellence. Process Improvement: Develop and refine processes to streamline after-sales operations, including warranty management, spare parts supply, and service delivery. Collaboration: Work closely with sales, marketing, and technical teams to ensure alignment and support for customer needs. Training and Development: Implement training programs for staff to enhance product knowledge, service skills, and customer interaction techniques. Budget Management: Oversee the customer service budget, ensuring efficient allocation of resources and cost control. Reporting: Prepare and present reports on customer service performance, trends, and insights to executive management. Requirements Bachelor’s degree in business, or a related field; MBA is a plus. Proven experience in a senior customer service or after-sales role, preferably within the industrial or logistics sector. Strong leadership skills with the ability to inspire and develop teams. Excellent communication and interpersonal skills. Proficiency in CRM software and customer service tools. Analytical mindset with a focus on data-driven decision-making. Skills - Customer-oriented approach - Problem-solving skills - Strategic thinking - Adaptability and resilience - Strong organizational skills Academic Bachelor’s degree in business, or a related field; MBA is a plus.