Customer Service DirectorFS Medical & Diagnostics Inc.

Candidate must possess at least Bachelor's/College Degree in Commerce or equivalent.
At least 10 Year(s) of working experience in the related field is required for this position.
Preferably CEO/SVP/AVP/VP/Director specialized in Corporate Strategy/Top Management or equivalent.
Extensive experiencing of managing operational customer service teams
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Proven Management and/or relationship management experience at a senior, strategic level role. o Established track record of exceeding targets, KPI's SLA's, in a quality led, legislative compliant environment
Able to interpret MI/BI and develop strategy and make recommendations.
Demonstrate ability to motivate and communicate with others at all levels
Influential relationships skills at all. Able to use these relationships to deliver service improvements
Excellent communication and negotiation skills.
Able to adapt and succeed in a changing environment
Evidence of well-developed leadership skills.
Job Description:
Customer Service Director directs and oversees all aspects of an organization's customer service policies, objectives, and initiatives. Develops service level standards focused on response times and issue resolution.
Build strong relationships with customers for new business development opportunities.
Manage hiring, training, retention and performance of the customer service team.
Ensure compliance with regulatory requirements impacting customer care function.
Develop customer incentive and retention programs to ensure customer loyalty.
Coordinate with supply chain personnel, distributors and sales associates to improve customer service and business productivity.
Develop procedures and policies 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 accurate and timely fashion.
Oversee and maintain call center operations including its staff and statistics.
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/customer concerns on time.
Monitor and respond to consumer-initiated Internet blogs and websites.
Service Level:
Managed the migration of five large accounts to a new systems platform, without loss of service levels across all accounts.
Project addressed company-wide pain points and served as a bridge for strengthening cross departmental relationships in addition to improving service levels.
Maintained these increased service levels, in conjunction with rapid growth, over the course of the next three years.
Maintain account relations and desired service levels through communication, travel, and partnerships with various internal/external team members.