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Job Summary
Responsible for managing worldwide BRMS (Boeing Raw Material Strategy) participant (customer) engagement as well as overseeing the day-to-day operations of TMX’s customer service department. This role will work with other senior leadership to identify short- and long-term goals for the department, drive strategies to improve service excellence and foster exceptional participant (customer)experience on behalf of our key customer Boeing. The Director of Customer Service manages and oversees a group of managers and supervisors comprising of: MBU, POP, International and Sales Operations teamsJob Description
Key Accountabilities:
- Maintain key customer relationships and develop and implement strategies for ensuring a proactive and positive customer experience including identifying and resolving customer concerns promptly
- Designs policies and service procedures to facilitate a quality customer service experience.
- Define and monitor strategic plans, goals, and objectives for TMX Customer Service team
- Manage planning, organization, and control of Customer Service functions related to product, services, and personnel
- Develops and manages the annual budget, including forecasting hiring needs in conjunction with Finance and HR
- Supervise and monitor direct reports, work with indirect reports
- Hire, train, manage, and develop the customer service team
- Maintain desired customer service levels while minimizing resource allocation
- Drives customer automation and digitalization opportunities as appropriate
- Leads the continued implementation of a CRM (Customer Relations Management) tool and assists with future enhancements including helping to deploy the CRM tool across other departments within the organization
- Leads liaison with our key customer’s computerized system (RMAS) on issues, items and / or concerns related to participant system utilization.
- Establishes service level and performance metrics for customer service representatives.
- Represents the customer service department and acts as the lead interface to other departments including: procurement, quality, operations and other support departments in the company
- Formalizes best practices that optimize workflows with repeatable processes using Standard Operating Procedures (SOP)
- Partners and collaborates effectively and meaningfully with multiple internal and external participants and provide timely feedback to the management team on customer trends, issues, and needs
- Fosters accountability and cultivates high-performing teams in Customer Service. Lead, manage, mentor, and support a large virtual team working remotely
- Meets TKMNA Employee Attributes / Competencies
The above is intended to describe the general content of and requirement for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.
This position has been identified as “safety sensitive” by thyssenkrupp under applicable laws. Accordingly, any application for this position that is considered for employment with thyssenkrupp requires successful completion of pre-employment drug testing, which may include testing for marijuana in accordance with any applicable federal, state, and local laws.
Qualifications:
Minimum Requirements:
- Bachelor’s degree in Business Administration with 10 + years of relevant leadership experience in Customer Service, Inside Sales or Customer Management roles
- Experience leading a large virtual organization of CSRs and Account Specialists across North America
- Demonstrated leadership experience, including planning, prioritizing, and implementing service strategy aligned with company objectives
- Proven ability to manage cross-functional projects and processes with multiple stakeholders that improve operational performance
- Excellent verbal and written communication, presentation, and analytical skills.
- Experience in strategic planning and execution
- Strong industry experience and network
- Sound interpersonal skills with the proven ability to motivate, influence and inspire a large team
Preferred Requirements:
- MBA
Job Compensation
$128,297.64 - $160,372.06/year
Benefits Overview
We offer competitive company benefits to eligible positions, such as:
- Medical, Dental, Vision Insurance
- Life Insurance and Disability
- Voluntary Wellness Programs
- 401(k) and RRSP programs with Company Match
- Paid Vacation and Holidays
- Tuition Reimbursement
- And more!
Benefits may vary based on job, country, union role, and/or company segment. Please work with your recruiter or tk representative for applicable benefits information.
Disclaimer
This is to notify the general public that some individuals/entities are using the thyssenkrupp (“TK”) name, trademark, domain name, and logo without authorization. They are posing as employees, representatives, or agents of TK and its associated/group companies. These individuals/entities are fraudulently offering jobs online through texts, websites, telephone calls, emails, or by issuing fake offer letters. They are also soliciting jobseekers to deposit money in certain bank accounts or providing jobseekers with fraudulent checks to obtain banking information.
TK does not ask, solicit, or accept any monies in any form from candidates, job applicants, or potential jobseekers, who have applied to or wish to apply to TK, whether online or otherwise as a pre-employment requirement. TK bears no responsibility for money being deposited/withdrawn therefrom in response to such fake offers.
TK does not:
1. Send job offers from free email services like Gmail, Rediffmail, Yahoo mail, etc.;
2. Request payment of any kind from prospective jobseekers or candidates for employment;
3. Authorize anyone to collect money or agree to any monetary arrangement in return for a job at TK;
4. Send checks to job seekers; or
5. Make job offers through third parties. In the event TK uses professional recruitment services through a third party, offers are always made directly by TK and not by any third parties.
PLEASE NOTE:
1. TK strongly recommends that potential jobseekers do not respond to such fake solicitations, in any manner;
2. TK will not be responsible to anyone acting on an employment offer that is not directly made by TK;
3. Anyone making an employment offer in return for money is not authorized by TK; and
4. TK reserves the right to take legal action, including criminal action, against such individuals/entities.
TK follows a formal recruitment process through its own HR department and applications are evaluated by its HR department through pre-defined processes. Please visit our official careers website at https://jobs.thyssenkrupp.com/en to view authentic job openings at TK.
If you receive any unauthorized, suspicious, or fraudulent offers or interview calls, please email us at tkmna.employee.care@thyssenkrupp-materials.com.
We shall not accept any liability towards the representation made in any fraudulent communication or its consequences, and such fraudulent communication shall not be treated as any kind of offer or representation by TK or its group companies and affiliates.
