Head of Customer Service
DöhlerGroup
full-time
Posted on:
Location Type: Office
Location: Cartersville • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Develop and implement a customer service strategy aligned with company goals, focused on satisfaction, retention, and operational excellence.
- Lead, mentor, and empower a high-performing team that delivers exceptional customer experiences.
- Oversee the end-to-end order management process, ensuring accuracy, efficiency, and timely delivery.
- Continuously improve processes to enhance response times, streamline order flow, and resolve issues swiftly.
- Foster strong relationships with key customers and serve as the primary contact for escalations and critical support.
- Collaborate with Sales, Production, Supply Chain, Logistics, and Quality teams to meet customer needs and drive continuous improvement.
- Promote proactive communication with customers regarding order status, delays, and product availability.
- Monitor and report on key KPIs such as order accuracy, response time, and customer satisfaction.
- Leverage SAP and other systems to track orders, manage service requests, and generate performance insights.
Requirements
- Bachelors Degree Preferred
- Excellent leadership and team management skills.
- Proven experience of over 5 years in customer service
- In-depth knowledge of SAP and industry best practices.
- Strong analytical skills with the ability to make data driven decisions.
- SOP process development and participation.
- Excellent IT user skills
Benefits
- Comprehensive Health Coverage – Medical, Dental, and Vision Plans to support you and your family
- Paid Parental Leave –Maternity and Paternity Leave so you can focus on what matters most
- 401(k) Retirement Plan with Employer Match – Plan for your future with company-supported retirement savings
- Paid Time Off – Enjoy a healthy work-life balance with PTO and 11 Paid Holidays
- Employee Engagement – Join our Engagement Team for fun events, volunteer opportunities, and ways to connect with colleagues across the company
- Döhler Academy: You have the opportunity to continuously develop your education further through internal and external training programs
- Supportive Culture – Friendly and informal atmosphere, family-owned, flat hierarchies, open communication, and helpful colleagues
- Meaningful Impact – Be an integral part of our business success and help shape the future of nutrition
- Empowerment – Unleash your full potential with opportunities to grow, lead, and make a real difference
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer service strategyorder managementprocess improvementdata analysisSOP process development
Soft skills
leadershipteam managementcommunicationrelationship buildingproblem solving
Certifications
Bachelors Degree