Director of Customer Service

Director of Customer Service #201620

Overview:

Location: Central Iowa Region, IA
Compensation: $90 – 130K Base Salary
Term: On-Site
Type: Direct Hire
Relocation Assistance: Available
Benefits: Full package provided
Experience Range: 5 years minimum
Keys to Job: Manufacturing Sales, Revenue Optimization, Leadership Expertise

Qualifications:

• Bachelor’s degree in a relevant field or equivalent professional experience.
• Minimum of 5 years of experience in client-facing roles, technical account management, or industrial sales, with a proven track record in leadership.
• Prior experience in claims resolution or service agreements within a technical or industrial context is highly desirable.
• Demonstrated ability to lead diverse teams and deliver measurable outcomes through collaborative efforts.
• Expertise in pricing strategies and financial oversight of client service operations.
• Proficiency in process optimization methodologies (e.g., lean principles, operational efficiency initiatives).
• Exceptional organizational skills, with a capacity to manage multiple priorities and anticipate future needs.
• Strong problem-solving abilities, with experience resolving complex client issues at a strategic level.
• Commitment to employee development, including training and mentorship.
• Client-centric mindset, paired with outstanding interpersonal and communication skills.
• Advanced proficiency in relevant technology platforms and data management systems.

Principal Responsibilities:

• Serve as the primary leader and strategist for the client engagement team, overseeing functions related to technical support, service delivery, and claims administration.
• Ensure exceptional client interactions by fostering a professional and responsive service environment for all inquiries.
• Develop and implement pricing frameworks to optimize revenue streams while maintaining client satisfaction.
• Coordinate and communicate schedules for service delivery, technical support, and claims processing to ensure operational efficiency.
• Address client concerns by overseeing the intake, analysis, and resolution of complaints and claims, personally managing complex cases to achieve equitable outcomes.
• Administer claims processes, evaluating eligibility based on policy guidelines, approving or denying requests, calculating benefits, and issuing formal communications, while adhering to budgetary constraints.
• Monitor service performance metrics to ensure timely delivery, client satisfaction, and alignment with organizational goals, utilizing data tracking for response times, financial outcomes, and service agreements.
• Prepare service quotations and register contractual obligations within established protocols.
• Generate analytical reports to identify trends, recommend cost-saving measures, and enhance operational workflows by synthesizing client feedback and performance data.
• Facilitate inter- and intra-departmental collaboration to streamline processes and elevate service quality.
• Drive continuous improvement by leading or contributing to initiatives aimed at operational excellence.
• Perform additional duties as required to support the organization’s broader objectives.

The Opportunity:

Our client, a prominent organization in the industrial sector, seeks a strategic and accomplished Director of Customer Service to join their esteemed leadership team. This pivotal role is designed for a seasoned professional to oversee and enhance client support functions, leveraging deep expertise in organizational offerings and fostering seamless collaboration across technical, operational, supply chain, quality assurance, and commercial teams.

Schedule and Compensation:

• Engagement: Full-time, on-site position.
• Salary Range: $90 - 130K base salary, commensurate with experience.
• Benefits Package: Comprehensive offerings, including full benefits and relocation assistance.

Equal Opportunity Employer

Genesis is an Equal Opportunity-Affirmative Action Employer. As a company we promote and are committed to equal employment opportunities for all regardless of the persons gender, race, color, religion, ancestry, sex, age, national origin, marital status, sexual orientation, disability, Veteran status, or gender identity. If you have special needs or a disability which requires our accommodation, please make us aware when applying.