Director of Customer Service and Sales Order Processing

Starting salary will be based on experience and credentials.

Chicago, IL

Description

The Director, Customer Service & Sales Order Processing supports the organization through directing and overseeing all aspects of the organization's customer service policies, objectives, and initiatives. This position will develop service level standards focused on response times and issue resolution.  As a leader in the Supply Chain organization, this role will be relied upon to develop and implement strategies in alignment with the company’s overall goals and objectives.

Market Overview

Dyson is a global technology company. Using a desire to make things work better as a catalyst for invention, our team of 3,000 engineers and scientists are passionate about developing technology that solves the problems others often ignore. From the world’s first bagless vacuum cleaner, to hand dryers that use 420mph sheets of air to remove moisture from hands, to a completely re-thought hair dryer with its motor in the handle, we are relentless about engineering better solutions. Dyson spends $8.8million a week on research and development and works with more than 40 universities worldwide to develop early-stage technologies.

 

Dyson launched in the US in 2002, with the DC07 vacuum cleaner. Within 2 years, it was market share leader. Now, the US team is nearly 1,000 strong, with offices in Chicago, IL; Aurora, IL; San Francisco, CA; and Dyson people around the entire country. And we are still growing. Dyson US is poised to double its footprint, and take on new categories. Already a target for our competitors, challenging times are ahead. And our battle-hungry US team is fired up.

Function Overview

Management of customer service and sales order processing for the Americas.  This includes customers in North America and South America.

Accountabilities

The Director, Customer Service and Sales Order Processing is responsible for all operations pertaining to customer service and sales order processing ensuring customer satisfaction, customer retention, sales revenue growth and full implementation of related tools and processes.  The position is also responsible for achieving a high level of team performance to exceed company objectives and drive continuous growth related to team capability and contributions.

Essential Job Functions, Duties and Responsibilities:

·         Lead the Customer Service team through coaching, performance management and development ensuring a high level of engagement and productivity

·         Develop customer and business strategies that align with both supply chain and sales objectives which result in customer satisfaction, increased sales revenue and market share growth

·         Manage daily operations with respect to customer service and sales order processing ensuring continuous improvement in processes and way of working. 

·         Implement e-business initiatives within region and ensure a high level of end-user engagement.  Actively collaborate and coordinate with global e-business team to ensure alignment.

·         Establish and monitor key performance indictors within customer service

·         Actively collaborate with key internal partners including other areas within supply chain and sales

·         Participate in global teams/networks as it relates to Customer Service and provide input

 

Key Outputs:

  • Use training and leadership skills to develop Customer Service organization
  • Work with internal and external customers to ensure optimal Customer Service and Sales Order Processing team by establishing a proactive problem solving process
  • Use decision-making skills to manage a complex, rapidly changing operation
  • Manager of exceptions and order prioritization
  • Implementation of cost effective solutions which maintain service levels
  • Create an environment of continuous improvement by measuring performance of customers and subordinates as well as leading supply chain related projects

 


Skills

·         Advanced knowledge related to company’s value chain and supply chain activities

·         Advanced knowledge related to company’s order fulfillment cycle

·         Ability to balance service and cost within one’s daily work

·         Business understanding and knowledge

·         Problem solving skills

·         Organizational skills

·         Interpersonal skills

·         Communication skills, both written and verbal

·         Ability to collaborate and work in a team environment as well as effectively network throughout the organization

·         Advanced knowledge related to the market, competitors and industry

·         Ability to manage conflict as well as to persuade and negotiate with others

·         Ability to lead and develop others within the organization and effectively delegate

·         Knowledge related to company’s sales processes and tools, including selling and negotiation skills

·         Knowledge of company, site and HR policies and applications

·         Knowledge related to relevant IT tools and systems

·         Advanced skills related to customer account management

·         Knowledge of company's offering and end uses

 

Major Challenges:

  • Providing a high level of service to customers under all market conditions while maintaining logistics costs at a reasonable level – balancing service and cost.
  • Ability to operate and multi-task in high pressure, time sensitive situations

 

Education and Experience:

·         Bachelor’s Degree required

·         Master’s Degree preferred

·         At least seven (7) years' experience in customer service or related field, ten (10) years preferred

·         Strong computer skills, including MS excel and SAP

Benefits Overview

Dyson US monitors the market to ensure competitive salaries, holidays and retirement plans. Beyond that, you’ll also enjoy profit-related bonuses and life and disability cover. But financial rewards are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fueling and realizing ambition.

Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis.
Facebook LinkedIn Twitter Google Plus Viadeo