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Director, Customer Service

Lennox International

This is a Full-time position in Richardson, TX posted February 11, 2021.

Company OverviewLennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility.

Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations.

Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers.

We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America, Europe, Asia, and Australia.Job DescriptionStandard Work Areas and Processes Establishes and implements short and long range organizational goals, objectives, strategic plans, policies and operating procedures.

Informs management of product issues that arise from problems identified from customer service support.

Evaluates email and phone service levels, adjusts staffing, and holds teams accountable for providing responsive customer service.

Builds strong relationships with cross-functional teams, such as sales, operations, and IT, to drive results in efficiency and customer satisfaction.

Directs and oversees customer service processes including establishing internal control procedures, conducting audits and documentation.

Responsible for directing and assuring compliance with all policies and procedures that are related to customer orders.

Builds a high-performance employee culture based on individual and team learning, accountability and career progression.

Responsible for assessment, recruitment, training and development of talent.

Directs implementation of business strategies in areas such as quality assurance, organization structure, training, customer segmentation or cross selling.

Coaches and mentors less experienced employeesQualificationsProfessional Successful, 8+ year track record in customer relations, business management, and operations Requires at least 5 years experience as a manager Bachelors degree or an equivalent combination of education and experiences.

Advanced degree preferred.

Track record of providing customer service by assessing customer needs, meeting quality standards for services, and evaluation of customer satisfactionTechnical Knowledge of management principles and practices SAP and CRM working knowledge (preferred) Strong interpersonal skills Ability to foster a cooperative work environment for employees Business and financial acumen Skilled in driving change by examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures Knowledge and ability to effectively manage policies and performance Intermediate industry and product knowledge preferred Excellent communication skills (written and verbal)Behavioral Strong ability with building relationships, listening, persuading, negotiating, and managing time Cross-functional leadership skills; viewed as credible by business unit/functional leaders Willingness to listen and learn from customers and team members to optimize performance