Director, Customer Service

Kent, Washington, États-Unisthyssenkrupp Materials, LLC


Type de contrat:Temps plein, Durée indéterminée
Niveau d'expérience:Autres
Travail à distance:Possible
Domaine de l'emploi:Vente, marketing et gestion des produits
Statut:Recrutement en cours, date d'entrée flexible
Date d'affichage:28/10/2024
Numéro de l'offre:JR102042
Partager un emploi:

Postuler maintenant

Postulez dès maintenant et faites progresser votre carrière dans un emploi qui vous met au défi et vous offre de nombreux avantages.

Vous pouvez trouver cette offre d'emploi en ligne à l'adresse suivante
https://jobs.thyssenkrupp.com/en/job/Director-Customer-Service-Kent?id=JR102042

Vos responsabilités

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 teams

Job 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.
 

Important pour nous

Santé et sécurité

Les normes les plus élevées en matière de santé et de sécurité et un large éventail d'activités de promotion de la santé et de soins de santé.

Les normes les plus élevées en matière de santé et de sécurité et un large éventail d'activités de promotion de la santé et de soins de santé.

Nous valorisons la diversité

Diversity promotes appreciation of all the individual strengths and differences in the workforce; it is a driver and an expression of our corporate culture.

We feel companies that give equal support to all employees regardless age, disability, ethnicity, gender/gender identity or sexual orientation enjoy important competitive advantages and are more efficient. So we can harness diversity to the benefit of employees and the company. What's more, greater diversity leads to greater innovation in the company.

thyssenkrupp Materials NA Inc. and the affiliated group companies and business units including Copper and Brass Sales, Engineered Plastics, Ken-Mac Metals, OnlineMetals, thyssenkrupp Steel Services, thyssenkrupp Supply Chain Services, and thyssenkrupp Materials de Mexico. Also including thyssenkrupp Materials Trading NA, LLC and thyssenkrupp Materials, LLC (Aerospace) are equal opportunity employers.

Qualified applicants will receive consideration for employment without regard to age, sex, race, color, religion, national origin, genetics, disability, gender identity, marital status, sexual orientation, veteran status or any other protected characteristic required by applicable law.

Applicants with disabilities who require reasonable accommodation in connection with the application process are encouraged to contact us directly.

Société

With around 480 locations in over 40 countries, thyssenkrupp Materials Services is the biggest materials distributor and service provider in the western world. The broad service spectrum offered by the materials experts enables customers to focus on their individual core business. The area of Materials Services spans two strategic areas: global materials distribution as one-stop-shop – from steel and stainless steel, tubes and pipes, nonferrous metals and specialty materials to plastics and raw materials – and tailored services in the areas of materials management and supply chain management. An extensive omnichannel architecture offers 250,000 customers worldwide cross-channel, round-the-clock access to more than 150,000 products and services. A highly efficient logistics system ensures that all requested services are smoothly integrated into customer production processes “just-in-time” or “just-in-sequence. thyssenkrupp Aerospace is a subsidiary of the internationally operating thyssenkrupp Group. We focus on supplying aerospace raw materials and finished part logistics to the world’s leading aerospace companies and their supply chains. Operating from 35 service centers in 15 countries throughout the Americas, Europe and Asia Pacific enables us to aggregate demand across a single supply chain on behalf of the world’s leading OEM’s, while at the same time providing a truly responsive local service to meet the needs of individual subcontractors anywhere in the world.

De la réception de vos documents à l'acceptation : le processus de candidature

Étape 1

Candidature en ligne

Vous avez trouvé un poste vacant intéressant ? Alors postulez en ligne. Vous n'aurez pas besoin de plus de 10 minutes. L'ensemble du processus de candidature - du premier contact à la réponse - prend généralement entre quatre et six semaines.

Notes sur l'application

Vous aurez soumis votre candidature en ligne à thyssenkrupp en un rien de temps ! Tant que le poste est disponible sur notre page carrière, vous avez la possibilité de postuler.

Nous avons adapté le processus de candidature à la situation actuelle et menons nos entretiens par vidéo (pas aux États-Unis), par téléphone et aussi personnellement - dans le respect des règles de distance et d'hygiène applicables et nécessaires. Vous recevrez des informations détaillées à ce sujet de la part de nos experts en recrutement au cours du processus de candidature. Vous trouverez des informations générales et des conseils de candidature sur ici.

Vous trouverez de plus amples informations sur thyssenkrupp, nos produits et nos sites directement sur le site Internet de l'entreprise. Nous vous souhaitons beaucoup de succès dans votre candidature et restons en bonne santé !

Rejoignez la #GENERATIONTK

Faites avancer les choses avec nous - en tant que collègues et surtout en tant qu'équipe.
Parce qu'ensemble, nous osons faire quelque chose de nouveau et prendre les choses en main.

Postulez maintenant

Emplois similaires

Quality Assurance Rep

thyssenkrupp Materials NA, Inc., Portland, États-Unis

29/10/2024
Machine Operator

thyssenkrupp Materials NA, Inc., Rochester, États-Unis

29/10/2024
Customer Service Representative

thyssenkrupp OnlineMetals, LLC, Northwood, États-Unis

29/10/2024
Saw Machine Operator

thyssenkrupp Materials NA, Inc., Fresno, États-Unis

29/10/2024

Plus d'informations