Director of Customer Service Operations

Kimball International
 Jasper, IN

Req Number: 22-929

22-929

Built by family and rooted in heart, Kimball International cultivates care and connection with our employees, customers, shareholders and our communities.

As a leading omnichannel commercial furnishings company, we leverage our market-centric expertise and a unique portfolio of brands to deliver customized solutions and personalized service. Our commitment to craftsmanship and insights-driven innovations enable us to be invaluable partners in creating inspirational workplace, health, learning, and home-office spaces. We help our customers shape ordinary spaces into vibrant places that spark collaboration, relaxation, wellness and discovery. Our impact goes beyond what we make to what our products and our relationships do for the world.

We embrace diversity, celebrate personality, and empower employees so that we can all succeed together. We invite you to join us.

Role Description:

The Director of Customer Service Operations will oversee and evaluate various aspects of operations within the Customer Service and Order Management areas including training, analytics and continuous improvement. This role will partner with the Director of Customer Service Excellence to develop analyses and strategies to improve efficiency and provide best in class service to customers.

Responsibilities:

  • Leads and oversees the investigation of key tools to improve our overall customer experience (such as Salesforce, phone technology, email management, knowledge database, IVR, etc.)
  • Owns and develops Customer Service training strategy
  • Oversees training plans and content creation for role-specific development
  • Assesses effectiveness of training and development programs and utilizes data points and feedback to make informed changes to objectives and content
  • Evaluates customer satisfaction levels and direct customer feedback to determine areas for improvement
  • Drives continuous improvement to successfully support customer’s needs and expectations
  • Leads team in managing customer data and tracks customer interactions
  • Partners with Director of Customer Service Excellence to drive necessary system and process enhancements
  • Develops a plan for improvement that includes specific goals, time frames, and resources required
  • Analyzes data to identify trends or opportunities for improvement in Customer Service and Order Management
  • Executes quality monitoring requirements to ensure team compliance with directives
  • Improves customer service quality results by studying, evaluating, and re-designing processes
  • Acts as critical advocate for quality improvements and interacts with stakeholders at multiple levels and dynamically partner with business, product, and operations team to define and deliver solutions
  • Support the Vision and Guiding Principles and Corporate Goals of Kimball International.
  • Support safety and environmental efforts to better serve our employees and community.

Skills to Perform This Role:

Interpersonal Skills

  • Fosters an environment of trust and respect with employees, peers, and leaders. Has integrity and is sincere
  • Ability to build and sustain relationships
  • Ability to keep humor in the workplace
  • Supports a collaborative environment
  • Customer centric
  • Energetic, self-starter
  • Creative
  • Positive attitude
  • Passionate, dedicated, reliable and genuine

Communication Skills

  • Ability to articulate ideas and opinions in a clear, concise manner
  • Fosters an atmosphere of open, non-defensive, two-way communication
  • Effective listening skills
  • Strong presentation, written and verbal communication skills

Leadership Skills

  • Strong ability to hold self and others accountable
  • Ethical
  • Ability to coach and mentor
  • Flexible in approaches
  • Embraces continuous improvement; facilitates change
  • Prioritizes activities, decides upon a course of action, set and meets deadlines while attending to record keeping and detail
  • Makes decision based on stated logic and articulated facts
  • Well-rounded and multi-dimensional person who sets an example of strong personal work ethic while on the job

Business Skills

  • Promote strategic planning and effective execution
  • Financial acuity with exceptional negotiation skills
  • Uses business statistics & trends to aid in decision making
  • Ability to lead peers & excels at building creative solutions

Technical Skills

  • Solid ability with Microsoft Office applications (Outlook, PowerPoint, Word, Excel)
  • Ability to use various Audio/Visual equipment

Qualifications:

Education/Experience

  • A bachelor’s degree in business administration, process, management, or operations
  • Five+ years’ experience in roles that involve developing training courses or instructional materials, instructing and managing training and continuous improvement activities. Experience must also involve administrative and coordinating responsibilities

#LI-AM1

  • Promote strategic planning and effective execution
  • Financial acuity with exceptional negotiation skills
  • Uses business statistics & trends to aid in decision making
  • Ability to lead peers & excels at building creative solutions
  • A bachelor’s degree in business administration, process, management, or operations
  • Five+ years’ experience in roles that involve developing training courses or instructional materials, instructing, and managing training and continuous improvement activities. Experience must also involve administrative and coordinating responsibilities.

Kimball International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability or protected veteran status.

Kimball International, Inc. will not sponsor applicants for this position for employment/work visa status (e.g.. H-1B)

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