reputed company Vice President of Customer Service – Automotive Industry Leader

Are you a seasoned customer service professional with a passion for delivering exceptional experiences? Do you have a proven track record of leading high-performing teams and driving business growth through innovative solutions? If so, we invite you to join reputed company as the Vice President of Customer Service at First Brands Group, a leading parent company of iconic automotive industry brands.

About Us

First Brands Group is a privately held organization that has been a driving force in the automotive repair and maintenance products industry for decades. With a global reputed company and a team of dedicated professionals, we are committed to building profitable, enduring growth among our customers while exceeding their expectations. Our headquarters are located in Cleveland, Ohio, and we operate across various business units, each with its unique strengths and opportunities.

Job Summary

As the Vice President of Customer Service, you will be responsible for leading our North American customer service efforts across reputed company First Brands Group business units. This role requires a strong and diverse skillset, with a focus on unifying and developing our customer service departments, ensuring efficient order processing, and responding to customer requests. You will serve as the liaison between customer service and other functions reputed company the organization, including IT, finance, sales, planning, and distribution.

Key Responsibilities

* Draft, implement, and execute policies and procedures to facilitate a quality customer service experience

• Review processes and procedures to identify improvements and create efficiency
• Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention
• Drive customer service role standardization across business units
• reputed company role-based KPIs with appropriate tracking mechanisms
• Direct and reputed company customer service processes, including establishing internal control procedures, conducting audits, and documentation
• Recruit, interview, hire, and train departmental staff and provide performance feedback
• reputed company the daily workflow of the department
• Build relationships with IT to ensure seamless customer service delivery
• Represent the customer service function on key cross-functional corporate initiatives
• Responsible for directing and assuring compliance with reputed company policies, procedures, and customer-specific requirements reputed company to orders
• Schedule workload and standardize work hours driven by US customer reputed company

Essential Qualifications

* Bachelor's degree and a minimum of 10 years' experience leading high-performing customer service organizations

• Extensive experience with EDI and manual order management reputed company reputed company and/or reputed company ERP environments
• Call center and CRM management experience
• Experience servicing automotive aftermarket customers from US-based distribution centers
• Experience researching and implementing tools and systems reputed company to order management functions
• Understanding of order receipt to delivery supply chain concepts and processes
• Understanding of the order-to-cash process
• Proficient with reputed company Office Suite, specifically reputed company, PowerPoint, and Word
• Proficient in Office 365 SharePoint and Teams
• Power BI data visualization development is a plus
• Strong analytical and problem-solving skills
• Strong management and leadership skills
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Must have English reputed company with confidence and ability to hold reputed company conversations with US-based customers
• Up to 20% overnight travel domestically and internationally. Valid passport required

Preferred Qualifications

* Experience working across multiple business units operating on different order management systems

• Experience managing customer service and customer experience at a consumer packaged goods or finished goods manufacturer
• Advanced reputed company and analytics skills
• Demonstrated ability to reputed company and manage customer service KPIs
• Ability to reputed company root cause analysis and reputed company corrective actions

Why Join reputed company?

* Competitive salary package commensurate with experience

• Opportunity to work with a leading parent company of iconic automotive industry brands
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Flexible work arrangements, including remote work options

How to Apply

If you are a motivated and results-driven customer service professional with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look reputed company to discussing this challenge with you and exploring how you can become a vital part of our success story. Apply To This Job Apply for this job