Job Description

Job Title: Customer Service Director
Location: Waterloo, Iowa
Salary: $90-130K

Job Summary of the Customer Service Director: The Customer Service Director is a valued member of the extended leadership team. This job will primarily be responsible for maintaining effective customer service in parts, service, and warranty for customers 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.

Job Duties & Responsibilities of the Customer Service Director:

•  Overall leader and process manager for customer service team, which includes Parts, Service, and warranty functions. 
•  Ensure friendly customer service for all incoming ‘parts calls’. 
•  Establish and maintain business logic for the pricing of parts and service for this revenue stream. 
•  Lead, manage, and communicate the scheduling of parts, service, and warranty work through the operation. 
•  Resolves customer dissatisfactions by planning and directing the receipt, investigation, evaluation, and settling of complaints and claims; following up with customers; and personally resolving difficult situations. 
•  Lead, manage, and oversee the 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. 
•  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.
•  Generate quotes and register warranties within established procedures. 
•  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. 
•  Maintains inter- and intradepartmental workflow.

Requirements

•  Bachelor’s degree or equivalent experience. 
•  5+ years Customer Service, Technical Sales, or Manufacturing Sales experience, or more. 
•  Experience working in warranty for the heavy equipment industry would be desirable.
•  Demonstrated ability to lead people and get results through others. 
•  Assist with continuous process improvement by leading and participating in projects such as lean, 5-S and Kaizen.
•  Perform any other tasks assigned to support and improve the overall operations.
•  Responsible for directing, delegating, supervising, organizing, and planning.
•  An ability to think ahead and plan. 
•  The ability to organize and manage multiple priorities. 
•  Customer service systems development and deployment experience. 
•  Problem analysis and problem resolution at a functional level. 
•  Responsible for employee training and development. 
•  Strong customer orientation. 
•  Excellent interpersonal and communication skills. 
•  Strong computer proficiency

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