Director of Customer Service

Government Scientific Source Inc, GSS
Reston, VA
Sep 20, 2021
Oct 20, 2021
Full Time
Government Scientific Source Inc., (GSS), is seeking an experienced, highly-motivated Director of Customer Service to join our team. Summary: The Customer Service Director is responsible for leading a multi-site Customer Service organization with a clear vision and strategy to drive operational excellence. Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Oversee Customer Service quote-to-cash functions to ensure process control, and compliance. • Provide vision, strategic direction, planning, and execution to meet/exceed organizational goals. • Recruit, interview, hire, train, and coach a multi-site team of Customer Service personnel. • Grow performance management process that drives accountability for individual and team goals, while recognizing exceptional performance. • Draft, implement, and execute policies and procedures to facilitate a quality customer service experience for GSS' customers. • Build out and monitor KPI's, metrics, and SLA's to ensure adherence to contractual requirements and to drive continuous process improvement. • Grow employee engagement and foster a positive and productive culture through dynamic leadership. • Work effectively with cross-functional leadership and stakeholders, including Sales, Marketing, SMG, IT, and Logistics. • Maintain in-depth knowledge of the company's business, systems, and processes. • Develop and monitor customer satisfaction based on the voice of the customer (VOC). Proactively implement strategies to improve service and drive customer loyalty. • Lead the customer service team through technology implementation/upgrades. Continue to convert to a data driven approach to improve service to GSS customers. Required Education and Experience: • Bachelor's Degree in Business or related field • 10+ years of experience with increased responsibility in Customer Service • 5+years in a supervisory capacity • 5+ years in managing teams of 40+ employees in multiple sites • Excellent verbal and written communication skills • Excellent interpersonal and customer service skills • Excellent organizational skills and attention to detail • Strong supervisory and leadership skills • Demonstrated experience effectively leading a team • Strong people management skills to build, develop, manage, and drive a team's performance through coaching and motivation • Expert in order-to-cash process and extensive knowledge of Customer Service principles and practices • Experience with both domestic and international commerce and familiar with import and export operations •Excellent listening skills and emotional intelligence •ERP experience required •CRM experience a plus •Strong analytical and problem-solving skills Limited travel may be required. AAP/EEO Statement: Government Scientific Source ("GSS") is a covered federal contractor or subcontractor subject to the requirements of the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), as amended, and Section 503 of the Rehabilitation Act of 1973, as amended. As such, GSS is bound by the terms of VEVRAA and Section 503, and shall not discriminate against individuals with disabilities, and is committed to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities. It is the policy of Government Scientific Source ("GSS") to provide equal employment opportunity (EEO) to all persons for employment regardless of race, color, religion, sex, national origin, age, disability, veteran status or any other characteristic protected by law. GSS offers excellent benefits, including health insurance, FSA/DCA, 100% company-paid life and disability insurance, 401(k), profit sharing, PTO, tuition reimbursement, flexible schedule, onsite fitness room, and more!