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Global Director - Customer Service

Date: Dec 23, 2021

Location: Roseville, MN, US

Company: Dover Corporation

Job Summary:  The global director of customer service sets and executes a compelling strategic vision for building staff capabilities, improving process for best-in-class service, and identifying technology and automation opportunities balanced with high-touch engagement to best connect with distributor partners and direct customers. CPC Customer Service & Fulfillment in a fast-paced, high-mix, complex manufacturing environment processes orders, quotes and promise dates, supports the fulfillment of orders, manages returns and concerns, and handles general inquiries including shipping status and pricing, policies and terms. The director leads, mentors and coaches department managers and their teams to industry-leading performance standards through change management and planning and operational excellence. Success in this role requires a laser-focus on key metrics and outcomes as you partner with team leaders and company partners from a diverse set of functions including product managers, operations and fulfillment, marketing, pricing and inside sales.

Essential Job Responsibilities:

  • Lead regional and business unit-focused teams for coordinated global service that enhances customer loyalty and satisfaction.  
  • Provide strategy, develop guidelines, and drive improvements and innovation for customer service policies and practices; identify, apply and maintain best practices;
  • Advocate practices and policies that continually improve CPC’s ability to meet customer expectations for product delivery and information.
  • Collaborate with Operations, Business Units, Marketing, Engineering and Sales to design desired service levels to distributor partners, customers and coworkers; align priorities, facilitate and execute initiatives.
  • Measure performance and identify gaps and learnings; ensure effective use and integration of systems (ERP, CRM, OCR, BI); provide leadership for cross-functional improvements and changes.
  • Successfully manage change necessitated by external factors, customer conditions, supply chain disruptions, global operating environments, organizational growth, and technological advances.
  • Participate in customer meetings; service negotiations and delivery allocations; prep and mentor team members for their meeting participation.
  • Lead the global recruitment, hiring and training practices for managers and team members to elevate and celebrate the contributions of current and new-hire customer service professionals.
    Other:
  • Adheres to all safety regulations.
  • Demonstrates support of CPC core values
  • Performs other job duties as assigned to meet business needs

 

Essential Supervisory Responsibilities:        

  • Lead, mentor and guide global team of professionals
  • Build and maintain business, technology and industry knowledge to guide recommendations, mentor managers and team members, establish effective practices

 

Required Job Qualifications:

  • 10 plus years of progressive responsibility directing global order fulfillment and customer service teams in high-mix, complex manufacturing environment
  • Demonstrated success establishing improved service levels and process efficiencies, automating non-value add activities and engaging high-touch processes or technology
  • Established reputation for planning, metric development and analysis, project management
  • Skilled in customer advocacy and influencing change
  • Excellent written and communication skills
  • Operating familiarity with complex ERP and CRM functionality
  • Proficient with Microsoft Office Suite
  • Strong analytical and critical thinking skills
     
    Preferred Job Qualifications:
  • Experience with business model that blends distribution and direct customers
  • Experience with Oracle ERP and Microsoft Dynamics D365
     

Travel Requirement: Up to 10% International & Domestic

Physical Demands:

  • The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • The employee must frequently lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to sit; use hands and fingers and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand, walk and/or stoop.
      Work Environment:
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • The noise level in the work environment is usually moderate.

 

CPC was founded in St. Paul, MN, in 1978, we have more than 1,100 employees with operations in Roseville and Minneapolis, Minnesota; Germany; and China; sales offices in 14 countries; and more than 175 distributor partners around the globe.

 


Nearest Major Market: Minneapolis

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