Director, Customer Service

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.

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.
• Design 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.
• Develop and manage 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.
• Drive customer automation and digitalization opportunities as appropriate.
• Lead the continued implementation of a CRM (Customer Relations Management) tool and assist with future enhancements including helping to deploy the CRM tool across other departments within the organization.
• Lead liaison with our key customer’s computerized system (RMAS) on issues, items and/or concerns related to participant system utilization.
• Establish service level and performance metrics for customer service representatives.
• Represent the customer service department and act as the lead interface to other departments including: procurement, quality, operations and other support departments in the company.
• Formalize best practices that optimize workflows with repeatable processes using Standard Operating Procedures (SOP).
• Partner and collaborate effectively and meaningfully with multiple internal and external participants and provide timely feedback to the management team on customer trends, issues, and needs.
• Foster accountability and cultivate high-performing teams in Customer Service. Lead, manage, mentor, and support a large virtual team working remotely.
• Meet 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.