Job Title: Director Of Customer Service

Department: Customer Service

FLSA Classification: Exempt

EEO Code: Executive Exemption

Workers' Comp. Code: 8810

Status: Full-Time

Reports to: General Manager

JOB SUMMARY

The Director of Customer Service focuses on improving customer experience. This role involves managing customer interactions, coordinating efforts across teams, setting standards for customer service, and implementing strategies to measure and improve the overall customer process. Responsibilities include overseeing customer onboarding, data management, process improvement, tracking service metrics, and promoting savings initiatives. Leadership, analytical skills, and operational knowledge are essential to ensure continuous improvement and collaboration to meet customer needs effectively.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Analyze customer costs and implement cost-saving strategies.
• Lead continuous improvement initiatives (Lean Manufacturing, Six Sigma, Kaizen).
• Implement best practices and monitor performance.
• Collaborate with the operations team to resolve issues and ensure satisfaction.
• Recruit, train, and develop customer service personnel.
• Manage employee & union relations.
• Collaborate with HR to resolve conflicts.
• Develop and execute strategic plans aligned with company goals.
• Identify business growth opportunities.
• Manage communication to customers on all escalated support issues, working to a resolution.
• Identify and mitigate quality risks, ensuring continuity.
• Evaluate and implement new technologies for efficiency and quality.
• Ensure management teams are meeting standards and safety requirements.
• Ensure company metrics are accurately tracked and met.
• Monitor quality standards and conduct audits.
• Keep relevant knowledge of various healthcare information related to safety and patient care.
• Provide support and leadership to the customer service team.
• Assist with escalated customer requests from the customer service team.
• Ensure expectations for individual performance are clear and that each team member has adequate tools/information/support to meet expectations.
• Evaluate and coach performance to achieve goals.

MINIMUM QUALIFICATIONS

• Education: Bachelor's degree or 10 years' experience required.
• Effective communication skills, including both written and verbal.
• Ability to analyze data, identify trends, and make informed decisions.
• Proven experience in Customer Service, preferably in a manufacturing environment.
• Strong leadership, communication, and interpersonal skills.

EQUIPMENT USED

• MS Office Suite (Word, Excel, and Outlook)
• Office Manager (Linen Master)
• Information Manager (Linen Master)
• Zoho (CRM)
• Linen Helper

MENTAL & PHYSICAL DEMANDS/WORKING CONDITIONS

Mental Effort: Ability to question and analyze complex information.

Working Conditions: General office conditions apply such as moderate temperature and noise-levels.

Physical Requirements: Ability to sit for extended periods of time. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Salary is negotiable for highly qualified candidates based on experience, qualifications, and demonstrated leadership expertise.

HSCL is an Equal Employment Opportunity Employer that embraces and practices diversity, reflecting the communities we serve.

The job description does not constitute a written or implied contract of employment. HSCL reserves the right to revise or change job duties and responsibilities as the need arises. Requirements are representative of minimum levels of knowledge, skills, and experience required.