Sr. Director of Customer Service

Valmont   •  

Valley, NE

Industry: Manufacturing

  •  

8 - 10 years

Posted 46 days ago

Why Valmont
 

Welcome to Valmont, where a world of opportunity awaits. When you join our team, you become part of a passionate group dedicated to changing lives and conserving resources around the globe. We want problem solvers who roll up their sleeves to foster progress and innovation for all people. At Valmont, we provide infrastructure, irrigation, tubing and coatings to the world. We strengthen cities. We nourish croplands. We design, manufacture and coat. Our products and services make a difference. Join us, and BUILD YOUR WORLD.

A Brief Summary of This Position:

In this critical leadership role, the Senior Director Customer Service works in close partnership with the division leadership team to develop and implement strategies to drive customer engagement.  This position is responsible for overseeing customer service, drafting, technical customer service and engineering departments.  As a key point of contact for both internal and external customers, you will implement best practices to drive clarity in communication and execution that will lead to success for all stakeholders. The Senior Director Customer Service provides leadership to a global team in a matrixed organization consisting of direct and indirect reports.

Essential Functions:

  • Participate in the creation of division strategies and align the customer service function’s objectives and activities to support these strategies
  • Research and understand customer strategies and align the internal organization to effectively and consistently meet and exceed customer needs
  • Ensure interactions with the customer stay consistent with division strategies and objectives to maximize customer satisfaction and profitability
  • Manage the resolution of escalated problems as they occur both internally and externally to ensure complete customer satisfaction, and ongoing development of customer service skills within the team
  • Establish and maintain relationship between the other functional areas (manufacturing, accounting, etc.) of the organization to drive seamless continuity of meeting customer deliverables
  • Provide direction, set policies, and develop priorities for customer service, quotation, engineering and drafting related systems and processes and introduce and metrics and KPI’s to socialize successes
  • Foster a close working relationship between customer service and  the sales team to better understand customers, changing trends, economic indicators and competitors that will drive the segment’s success
  • Oversee the engineering function to include cost reductions and driving the adoption of new ideas and operating methods, and to ensure quality drawings and specifications are provided to internal and external customers
  • Select, manage, develop and evaluate all direct reports, including following company standards for performance feedback and ongoing development discussions   
  • Lead effectively in a fast-paced, deadline-driven environment and rapidly respond to different situations as required
  • This position reports to the Vice President of North America Structures and has nine direct reports
  • Domestic travel of up to 15% is required

Other Important Details about the Role:

  • Take a lead role in implementing a Lean administrative environment by seeking continuous improvement
  • Support agile methodology while leading projects

Required Qualifications of Every Candidate (Education, Experience, Knowledge, Skills and Abilities):

  • Bachelor’s Degree with 7+ years of marketing/customer service/sales experience, involving direct interface with customers
  • Minimum 5 years of demonstrated project management leadership experience with a track record of consistent and excellent achievement and results.
  • Ten (10) years of demonstrated cross-functional team management and leadership experience in marketing/customer service/sales
  • Ability to work in, and be an integral part of a team environment
  • Proven experience in developing strategic initiatives and demonstrates strength in analytical and problem solving skills
  • Affinity for detailed research and capacity to communicate findings associated with the research
  • Proven ability to effectively present information (verbal and written) and respond to questions from groups of managers, customers, and the general public
  • Strong knowledge of Microsoft Word, Excel, Outlook, PowerPoint, and Internet Explorer
  • Excellent customer service skills
  • Detail-oriented organizational skills
  • Ability to maintain customer needs with oversight to customer history
  • Passion and integrity who has the drive to excel and deliver exceptional results

Highly Qualified Candidates Will Also Possess These Qualifications:

  • Master’s Degree
  • Lean training or knowledge of basic lean concepts used in problem solving
  • Agile training or knowledge of basic concepts
  • Experience designing, implementing and leading best in class marketing/customer service teams on a national or international scale

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