Position: Customer Service Director

Industry: Industrial Equipment Manufacturing

Report to: Managing Director

Summary description

The After Sales/Customer Service Director will lead the customer service department, ensuring exceptional support and satisfaction for our clients. This role involves developing strategies to enhance service quality, overseeing after-sales operations, and managing customer relationships to drive loyalty and retention.

Main responsibilities

• Strategic Leadership: Develop and implement customer service strategies aligned with company goals to enhance customer satisfaction and operational efficiency.
• Team Management: Lead, mentor, and motivate the customer service team to achieve performance targets and foster a customer-centric culture.
• Customer Relationship Management: Build and maintain strong relationships with key clients, addressing their needs and concerns effectively
• Performance Analysis: Monitor and analyse customer service metrics and feedback to identify areas for improvement and ensure service excellence.
• Process Improvement: Develop and refine processes to streamline after-sales operations, including warranty management, spare parts supply, and service delivery.
• Collaboration: Work closely with sales, marketing, and technical teams to ensure alignment and support for customer needs.
• Training and Development: Implement training programs for staff to enhance product knowledge, service skills, and customer interaction techniques.
• Budget Management: Oversee the customer service budget, ensuring efficient allocation of resources and cost control.
• Reporting: Prepare and present reports on customer service performance, trends, and insights to executive management.

Requirements

Bachelor’s degree in business, or a related field; MBA is a plus.

• Proven experience in a senior customer service or after-sales role, preferably within the industrial or logistics sector.
• Strong leadership skills with the ability to inspire and develop teams.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software and customer service tools.
• Analytical mindset with a focus on data-driven decision-making.

Skills

- Customer-oriented approach

- Problem-solving skills

- Strategic thinking

- Adaptability and resilience

- Strong organizational skills

Academic

Bachelor’s degree in business, or a related field; MBA is a plus.