At Derrick, we pride ourselves on our collaborative and innovative work culture. Our teams are dedicated to pushing the boundaries of engineering to deliver exceptional solutions worldwide.
Forty-eight percent of our staff have been with us for over five years, a testament to our unique culture of collaboration, respect, support and employee appreciation. Our team-centric approach to development and mentoring fosters employee professional growth, paving the way for future success.
Opportunity:
We are looking for an experienced and dynamic Senior Customer Service Representative with a proven track record in leading customer service operations for international corporations. The ideal candidate will oversee our customer service team, ensuring efficient and effective support to our clients across various time zones and cultures.
Why Join Derrick?
Competitive compensation
Employee appreciation events celebrating your contributions throughout the year
Paid vacation and holidays
On-site fitness center
Exceptional health, life, and vision
As a Senior Customer Service Representative, You Will:
Team Leadership: Lead, mentor, and motivate a team of customer service representatives.
Strategic Planning: Assist with strategic planning to enhance customer service operations, ensuring alignment with company goals and objectives.
International Communication: Coordinate with teams and stakeholders across different regions to address customer inquiries, resolve issues, and optimize service delivery.
Process Improvement: Continuously evaluate existing processes and systems to identify areas for improvement and implement solutions to enhance efficiency and customer satisfaction.
Performance Management: Set performance metrics and targets for the customer service team, monitor performance, and implement initiatives to drive continuous improvement.
Customer Relationship Management: Build and maintain strong relationships with key clients, understanding their needs and preferences to deliver personalized service and foster long-term loyalty.
Analytical: Utilize data analytics tools to gather insights into customer behavior, trends, and preferences, and use these insights to inform decision-making and improve service delivery.
Compliance: Ensure compliance with relevant regulations and standards governing customer service operations in international markets. Utilization of Visual Compliance software
What You Will Bring to Derrick:
Bachelor's degree in Business Administration, Management, or a related field
Extensive experience in customer service management, with a focus on international operations.
Strong understanding of cultural nuances and customer service practices across different regions.
Previous experience in delivering customer service within the manufacturing sector, with knowledge in quote processing, shipping coordination, and inventory management.
Excellent communication and interpersonal skills, with the ability to interact effectively with individuals from diverse backgrounds.
Strategic thinker with the ability to develop and execute customer service strategies aligned with business objectives.
Previous experience in a supervisory role is required.
Proficiency in CRM software and other relevant tools for customer service management.
Analytical mindset with the ability to interpret data and derive actionable insights.
Leadership abilities with a track record of building and motivating high-performing teams.
Fluent in multiple languages (preferred but not required).
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Machinery Manufacturing
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