Director of Customer Service, Global

Transcendia, INC. - Strongsville, OH

Job Summary:
The Director, Customer Service will be responsible for leading and enhancing the current, high-quality customer service experience that positions Transcendia above our competition while defining the customer service strategy support a growing organization. The director will supervise a team of customer service team managers / team leads across multiple sites in North America, with potential for European expansion of duties.

Job Duties:
Define a long term strategy for customer service function that positions Transcendia as the leader in customer experience in all of our markets and builds a culture that attracts and retains the best talent
Define and implement performance metrics that allow for analytics and improvement plans for customer service activities and processes in partnership with human resources
Define and execute short and long term talent development and career development strategic for the function in partnership with Commercial Operations
Assess current account coverage model and execute a plan to enhance productivity and customer satisfaction
Identify and implement changes in process, tools and systems to improve our quality and speed of service, enhance individual and team productivity and enable sales growth & margin expansion
Establish and maintain collaborative relationships with other key business partners such as sales, operations, planning and forecasting, supply chain, and shipping in order to deliver on business needs
Direct people management of 5-7 customer service managers / team leads with total organizational scope of >20 employees within the function
Benchmark employee performance and activities across the function to identify gaps in skills, talent and coverage
Implement a strategy to coach customer service managers / team leads through annual performance management process, approving all decisions on people related activities
Engage directly with customers and sales to resolve escalated issues that are critical to our business to ensure the customer feels valued and business is retained
Deliver required functional reports as defined or requested by executive management
Develop a culture of continuous improvement to keep Transcendia ahead of our competition
Supports the requests for all audits
Other duties as assigned

Job Qualifications:
Bachelor’s degree required; MBA (a plus)
10+ years as Customer Service Manager or 3+ years as Customer Service Director
Experience working in a manufacturing or industrial company
Effectively synthesize and communicate analyses in writing (presentations, memos)
Must be willing and able to travel 30 - 40% of the time (domestic & international)
Good business acumen with a proven ability to understand business priorities
Strong interpersonal skills with the ability to build very good working relationships with managers, coworkers, and customers
Ability to plan and organize when priorities are changing due to business needs
Demonstrate confidence and understanding during stressful situations
Able to deal properly with sensitive and confidential information
Demonstrated ability to effectively develop people and lead a team
Must be dedicated to continuous improvement
Must be willing to work out of our Franklin Park, IL or Strongsville, OH office
Transcendia is an equal opportunity employer and will consider all candidates for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.