Customer Service Director

Job Description

• Manage hiring, training oversight, retention and performance of the customer service team
• Directly lead, manage, develop and motivate Customer Service Supervisors within the assigned geography.
• Ensure compliance with regulatory requirements impacting customer care function.
• Develop customer service incentive plan through retention programs to ensure customer loyalty.
• Coordinate with internal departments to improve customer service and business productivity.
• Develop procedures and polices for better handling of customer correspondence and customer complaints.
• Develop strategies to increase the quality and efficiency of support to customers.
• Monitor business and process metrics to measure and manage customer service effectiveness.
• Ensure all customer inquiries are handled in an accurate and timely fashion.
• Collaborate with sales and marketing team to maximize revenues and customer loyalty.
• Maintain in-depth working knowledge of the company’s brands, systems and processes.
• Schedule meetings with the internal teams to discuss and resolve customer service failures/concerns
• Build strong relationships with customers for new business development opportunities.
• Conduct staff meetings
• Project and Change management, as assigned by manager
• Work with Training Manager to develop training program for team members

Qualifications

• Bachelor’s Degree
• 5 plus years of managerial experience
• 7 plusyears customer service experience; understanding industry trends and best practices
• Strong written and communication skills in order to communicate with all levels of management, internal personnel and customers/clients/partners.

• 2 plus years Hazardous Waste regulatory knowledge (RCRA, DOT, State)
• Managerial experience in Customer Service
• 1 plus year(s) Salesforce.com CRM experience

Additional Information

Clean Earth offers competitive benefits including health, dental, vision, life, and disability insurance plans starting on the first day of employment; paid time off, wellness benefits, employee discount program, tuition assistance, and a 401k with company matching.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

If you have a difficulty applying for any job posted on Harsco Clean Earth’s website because a disability prevents you from using the online system, Clean Earth offers the following alternate application procedure: Call toll free (833) 209-2659 and leave your name, phone number, city and state of residence. Clean Earth will arrange for an alternate method of applying and will consider your application together with all other applications received for the job.This line is dedicated to disability applications only. No other inquiries will receive a response.