VP - Customer Service

Summary of Position/Purpose:

The Vice President of Customer Service is an experienced Customer Service leader who is responsible for bringing a strategic vision and innovative approach in leading critical customer success initiatives at TestEquity.

Essential Duties, Functions and/or Responsibilities:

• Develops strategic vision and leads execution of customer support within the organization, which includes managing B2B, and Sales operations.
• Leads Inside Sales, Web Customer Service, and CRM Administration organizations that provide a distinct competitive advantage in the markets we choose to compete.
• Drive the transformation of the structure, roles and responsibilities required to build an industry leading customer experience platform.
• Directs the planning and implementation of integrated customer service processes.
• Plan and manage the proper resource allocations to support the business strategies and customer demand most effectively.
• Continuously seek to improve the customer experience, leading the efforts to improve customer access, providing unequaled service and support and drive the efforts in delighting the customer on an overall basis.
• Regularly employ a variety of analysis tools such as best practice surveys to improve customer experiences.
• Capable of managing geographically dispersed Customer Service Teams and Inside Sales Team members and meeting or exceeding top line Sales growth and margin goals
• Produces management presentations, including executive performance package with a focus on identifying key performance metrics, targets, KPIs and decisions.
• Facilitates front to back sales forecasting meetings to ensure the accuracy of demand forecasts with an ability to consensus build between functions and stakeholders.
• Works to simplify and drive overall efficiencies and process execution to optimize production, reduce distributions costs, and supply chain cycle time.
• Oversees the end-to-end order management process for our customers with a strategic focus on optimizing, order management, distribution, and customer service efficiencies.
• Provides strategic insights reporting regarding order management, returns, and in-market stock risk, partnering with sales, inventory, and production to mitigate risks.
• In partnership with IT and Sales, directs EDI Efforts to improve profitability, oversees order management, leads the managing of production issues, price changes, account-specific shipping/logistics issues, smart returns (EDI), markdowns-in-place and other returns mitigation programs.
• Improves and automates order allocation logic for trade customers based on rapidly changing marketplace.
• Ability to assess, attract, and develop/train talent. Able to inspire strong performance from staff.
• Detailed, hands-on Team Builder, willing to engage closely with Clients, Sales Teams, and Supplier partners to provide value-added solutions to complex manufacturing challenges.
• Experience in supporting rapid company growth model through both organic growth and acquisition.
• Indirectly and directly supports product quality.
• Other duties as assigned.

Education and/or Work Experience Requirements:

• Bachelor's degree in Business Administration/Management, Sales/Marketing, or relevant field or equivalent educational and on the job experience
• 10+ years of professional experience in Customer Service with a minimum of 5+ years' experience in a director/leadership role
• 5+ Years call center leadership
• Confident self-starter with proven ability to provide creative solutions and influence others while using sound judgement and strategic thinking to drive business results
• Must posses excellent written, verbal and leadership skills, that fosters team collaboration, innovation and transformation
• Customer centric, with the ability to support and resolve differences while maintaining a focus on overall company performance
• Able to manage multiple projects among competing priorities while maintaining balance with clear direction and guidance
• Must be proficient in the Microsoft Office applications

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

This position requires applicants to be authorized to work in the US without sponsorship; TestEquity does not sponsor applicants for work visas.

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.