The main role of the Client Service Support team is to oversee the daily execution of support tasks for all clients within the Flash Global organization. In the role the Director is expected to apply and oversee team engagements leveraging project management knowledge, skills, tools, and techniques to ensure successful and profitable delivery of service for assigned customer account services and projects. The director will provide effective and proactive engagement for team members within the account management role to support communication processes to guide and support both internal and external customer stakeholders. This role is responsible for overseeing the support team associated with service delivery in meeting or exceeding client service level agreements, driving customer satisfaction, and representing the voice of the customer within the Flash business environment. The Director, Client Services Support will facilitate with the VP, Client Services to oversee execution and management of the clients contracted scope of work, interact with Operations to ensure alignment and execution of successful service delivery, and support the teams as the client’s primary point of contact to drive proactive customer care.
Represent Voice of Customer
Drive a customer experience methodology to client service in partnership with teams throughout the Flash Global organization.
Ensure customer alignment of service level agreements per SOW in defining a Key Performance Indicator (KPI) dashboard for recurring customer meetings.
Translate external KPI criteria to internal supporting teams with alignment of each KPI definition, calculation, reporting source, and primary business process ownership.
Serve as primary point of contact to support new customer requests through accurate and timely representation of business requirements requested for scope, schedule, and budget.
Ensure the required quality process model is implemented for assigned customer accounts including work instruction documentation, training and certification, and quality control processes are implemented and maintained with internal Quality and Operations teams.
Responsible for tracking, representing, and driving Customer Satisfaction (CSAT) for services and projects in the program portfolio in partnership with support teams, ensuring a positive customer experience.
Implement a continuous improvement process to customer satisfaction by partnering with Operations to drive service delivery quality that meet or exceed established customer standards.
Manage Cross-Functional Program Alignment
Support Customer Focus Team for assigned account(s) with supporting functions possibly including site operations, inventory control, finance, trade compliance, and quality.
Uphold defined and implemented Key Performance Indicator cross functional alignment with business process ownership, communication process and timelines, and formats.
Support the development of project and resource plans and validate that all plans are optimized with regards to schedule and resources in support of agreements and/or commitments made with customer.
Support concurrent client projects ensuring that commitments of cost, schedule, and quality are maintained to documented requirements.
Track and manage customer account budget performance (P&L) to meet established targets with support from the VP, Client Services.
Identify and qualify any financial variances to revenue or costs to P&L and associated actions as needed to realign with support from the VP, Client Services.
Implement effective change management process to ensure that scope changes are understood and accounted for in project financial reports with support from the VP, Client Services.
Facilitate the scoping of change requests or out of scope services as necessary in partnership with the account teams, to document, qualify, and implement required change orders with support from the VP, Client Services.
Motivate and guide CSS staff to achieve defined client and individual goals and objectives.
Mentor, train, develop and inspire a team of client service team members to be client advocates, lead their CFT groups, and become internal voice of customer.
Track and monitor team performance against established standards.
Manage team assignments to balance required support and workload
Continuous improvement monitoring and audit setup at process and individual level
Hire, train, and onboard new team members.
Develop, implement, and maintain processes and tools to enable team’s success.
Alignment with DCS account management team to ensure ongoing proper support is maintained
Support client meetings & updates when needed (weekly, monthly, QBRs)
Client Service Specialists are responsible for but not limited to:
Work side by side with an Account Manager (Director of Client Service) to support assigned customers.
Responsible for coordinating the day to day execution of the tactical, operational requirements and expectations of customers.
The focus of Client Service Specialists drives and oversees service delivery to assigned customer SLA through proactive cross functional communication with functional peer groups.
Serving as primary point of contact for assigned clients as part of a Customer Focus Team.
Facilitate daily communication with clients for inquiries or requests pertaining to service status, reporting, or general support needs.
Daily interaction with internal cross functional team to ensure service delivery is met to commercial SLA
Facilitate root cause correct actions for process/program non-compliance of expected service levels by reviewing submitted RCCA from internal operating teams prior to submitting to client.
Review initial submission to ensure submission is valid and correctly filled out
Driving timely routing to proper internal team for RCCA
Driving timely resolution of RCCA response to meet expected standards.
System/Tools: support client system training, reports, set-ups, logins, some data entries and edits into internal system - mass notifications to clients
Build Strong relationships with clients
Tracking and measurement of key performance indicators
Bachelor’s degree with an emphasis in Business, Operations, or Project Management preferred
Experience in After-Market Services / Logistics / Supply Chain industry highly desirable
Requires minimal supervision from a more senior manager; accepts considerable responsibility for project success; effective ability to assist others in the completion of assignments through knowledge sharing.
Account/Program management experience (+10 years) in managing successful customer logistics or after-market service programs
Supervisor – Manager Experience, three to five years related experience and/or training; or equivalent combination of education and experience.
Proven track record of ability to oversee customer program portfolio of projects and services
Strong business acumen and ability to provide team coaching in matrix organization
Proactive approach to managing customers and overall business strategies
Experienced in leading matrix project/program cross-functional teams in communications processes to drive a proactive accountable service to assigned customer
Excellent organizational skills
Ability to handle multiple, critical and time sensitive tasks
Detail oriented, committed to deadlines and have solid verbal and written communication skills
Travel requirement: 20-25%