Director of Customer Service (Dairy)

Title: Director of Customer Service
Contract Type: Permanent
Salary: Negotiable
Location: Remote, USA

Imperium Commodity Search is exclusively representing a mid sized dairy cooperative and trading business as they seek to expand on their customer/client side service offering.  Whilst expanding in international sales, the firm works as a co-op with farmers and dairy producers in the US and thus requires a dynamic leader for the customer service function who can manage both the supply and sales side of customer service.  Working closely with the logistics and operations team, you will be facilitating smooth trade/supply chain of dairy products (liquids, powders, cheese etc.) and ensuring best-in-class customer service for the firms burgeoning customer base.

Benefits:

• Well established firm with a longstanding staff and aggresive growth plans
• Recent hires from the top end of the market across sales, operations and trading
• Headed up by a CEO who is as approachable as he is excellent in driving business growth and opportunities for staff members
• Extensive benefits plan far in excess of normal (health, dental, vision, disability coverage, life insurance, legal, pet, 401k and many on-site benefits)
• Responsibility across both sourcing and sales/end to end logistics of dairy products
• Newly created role with hiring, recruiting, training and development responsibility

Duties & Responsibilities:

• Lead and inspire a new customer service business function for the dairy co-op, ensuring an exceptional level of service offering for the firms longstanding client base as well as new onboards
• Manage relationship with the operations team on ops procedures to ensure smooth and timely trades, logistics, supply and operations
• Generate customer orders via ordering system and oversee the management of processing dairy customer orders through supply, logistics and delivery
• Ensure accurate and timely invoicing across all dairy business verticals
• Act as an intermediary to other business functions to ensure a joined up approach to service and delivery of the dairy co-ops products
• Manage and lead a growing customer service team whilst ensuring consistent training and development of customer service reps and executives
• Point of contact for escalations internally, joining together personnel from different business functions to resolve issues and queries in a timely and satisfactory way for clients
• Drive efficiencies with client onboarding and documentation to ensure smooth and rapid expansion of customer base whilst maintaining excellent service levels across the co-op

Requirements:

• Minimum of 5+ years experience in customer service management/leadership in a physical product or manufacturing business
• Degree educated in a relavent field preferable (General Management, Business Administration, International Business, Supply Chain/Logistics of similar)
• Knowledge of basic accounting procedures and account receivables
• Experience using an ERP system to a high level
• International experience preferred (understanding of documentation and onboarding in export markets)
• Excellent customer service skills including superb communication and proactivity
• Leadership experience/direct reports preferred
• Good knowledge of domestic and international supply chains/logistics
• Located in the USA (with the ability to travel where required)

For a confidential discussion around this opportunity, please contact Mark Taylor:
Email: mark.taylor@imperiumcs.com
Tel: +44 (0)203 927 5091 (UK), +1 312 380 0225