Director, Customer Service Operations, North America

Job Description:

Title: Director, Customer Service Operations, North America 

Reports to: Global VP Sales Transformation & Operations

Location: Bothell, WA

Travel: Up to 20% (domestic and international)

About the Position

The Director, Customer Service Operations plays a pivotal role within our Global Customer Experience team, providing essential leadership and management support. The primary focus is on overseeing the Customer Service department, with specific attention to managing the order entry and order management for our North American Strategic & Independent customers in addition to intercompany order management to support meeting customer demand. This role encompasses managing customers’ inquiry, overseeing case management using Salesforce, and ensuring top-notch customer service at all touchpoints for both the Machine & Parts business in North America. The Director, Customer Service Operations, is responsible for implementing cost-effective strategies and operational efficiencies to boost productivity, enhance responsiveness, and elevate the overall customer experience.

Responsibilities

Team Leadership and Management:

• Lead, coach, and mentor the customer service/inside sales teams to ensure optimal performance and customer satisfaction ensuring compliant business practices that adhere to our trade and tax policies.
• Establish clear performance objectives and provide regular feedback to team members.
• Develop & embed a talent development plan to ensure succession planning across functional teams. 
• Cultivate a culture of continuous improvement and excellence in customer service.
• Ensure compliance to the Genie policies, procedures, work instructions, along with all OH&S procedures and policies, and compliance to the Terex Code of Ethics policy. Maintains corporate and legislative compliance, preventing potential exposure through any non-compliance activity.
• Advocate on behalf of the customer, ensuring customer driven business practices that keep customer experience and ease of doing business as the guiding key requirement.
• Support the implementation of the Genie strategy and development of a customer experience roadmap for the Customer Service & Sales Operations Team.

Operational Oversight:

• Monitor the day-to-day operations of the Customer Service department, including call center activities, case management, and order processing (external and intercompany).
• Develop and implement efficient processes and procedures to enhance operational efficiency and elevate the customer experience.
• Monitor key performance metrics and implement corrective actions as necessary to meet service level targets.
• Evaluate and assign resources as needed to support business growth strategy, peaks in seasonal customer activity, targeted sales campaigns and initiatives.

Order Management:

• Manage the customer service teams responsible for accurately entering customer orders, inquiries, and returns.
• Ensure timely and accurate responses to inquiry requests, surpassing customer expectations.
• Collaborate with other departments to address issues and streamline processes.
• Support intercompany purchase orders, receipts and commercial invoice creation.
• Coordinate with supporting teams such as Global Business Services (GBS), Terex Financial Services (TFS), Materials, Logistics, Pricing, Product Management (Machines & Parts) and Engineering to resolve order inquiries and streamline order fulfillment processes.
• Support and alignment with the Sales Organization and a customer or Account level is critical.

Case Management (Salesforce):

• Bachelor’s Degree from an accredited institution in Business, Marketing, Communication, or Industrial Engineering or equivalent experience
• Utilize Salesforce for effective management of customer cases, inquiries, and escalations.
• Ensure prompt resolution of customer issues and inquiries, maintaining high levels of customer satisfaction.
• Analyze case data to identify trends, root causes, and opportunities for process enhancement.

Required Qualifications

• A minimum of 5 years’ experience in Customer Service, Sales, Marketing, Communications, Service, or a related field.
• Proficiency in Salesforce or similar CRM systems for case management and Oracle or other ERP system for order management
• English language fluency

Skills and Competencies

• Demonstrated leadership skills with the ability to build, manage, motivate and engage a diverse, high performing team.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, senior leaders and external stakeholders.
• Customer-centric mindset, championing the needs and interests of customers both internal and external.
• Commercially focused, knowledge of business financials, business principles and business processes with ability to interpret financial data, KPIs to drive decision making.
• First class presentation skills with the ability to present clear and concise information.
• Analytical and problem-solving skills with a focus on continuous improvement.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Comfort with ambiguity and uncertainty.
• Flexibility adapting to changing circumstances, customer needs, and business goals.

Salary Range

• The salary range for this position is 178K- 195K USD. The salary range may be higher or lower depending on the applicant’s location. In addition to base salary, this position is eligible for a performance bonus. All eligible Team Members will be offered health insurance (medical, dental, vision, Rx), life insurance, accidental death & dismemberment (AD&D), short-term and long-term disability, extended leave options, paid time off, company holidays, 401k matching, employee stock purchase plan, legal assistance, wellness programs, tuition reimbursement and discount programs.

If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.

Terex Overview:

At Terex, we fully embrace the increasingly diverse world around us and strive to create an empowering and welcoming workplace culture. We are a $4.0 billion publicly traded global manufacturer of materials processing and aerial work platform products and services. We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact. 

While our operations are global, each office or factory is a close-knit community. We value diversity, equity and inclusion, safety, integrity, respect, servant leadership, courage, citizenship, and continuous improvement. It’s an exciting time to be part of the expanding manufacturing sector – come join us!

Additional Information:

We see inclusion as a key to our success and are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions, ensuring equity within our workplace. As an Equal Opportunity Employer, employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the Recruiting department (person or department) at [email protected]

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.

Terex Corporation is an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V.

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