Job Summary
The Director of Customer Engagement & Support is responsible for overseeing the development and implementation of Restaurant Services' initiatives that improve our customer experience and brand loyalty. The role requires directing the strategies and progress of several different teams and ensuring everyone is working to meet our goals and objectives.
Essential Duties/Responsibilities
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
- Create and align support goals with our business unit Vice President, Regional Vice President of Sales, and Director of Marketing that continually improve our customer experience and team efficiencies.
- Engage with Operations and Logistics leadership to develop clear strategies focused on enhancing the customer experience.
- Provide leadership and professional development for the Customer Engagement Center's Management Team.
- Guide the Customer Engagement Center's teams utilizing a streamlined approach for positive engagement, problem solving, and customer satisfaction.
- Direct the Used Cooking Oil Outdoor Container Program to ensure appropriate inventory levels at the local Plants, new business onboarding processes are followed, and Capital Expenses are appropriate.
- Oversee the Used Cooking Oil Indoor Equipment Support Program for Sales, Innovation, Manufacturing, and Installer network.
- Develop and manage continued CRM enhancements and integrations required for customer engagement and support.
- Develop and execute on roadmap for Automation, Digital Engagements, and AI for Five 9 Telephony Software
- Provide all team members with extensive On Boarding and Continued Education/Training Programs.
- Increase customer satisfaction utilizing feedback from surveys and team Quality Assurance program.
- Manage Capital Expenditures
Minimum Qualifications
- Bachelor's degree in related field or a minimum of 10 years Customer Service experience.
- 5 or more years of Supervisory experience
- 5 or more years of CRM experience
- Analytical skills to accurately assess data and draw conclusions from it.
- Excellent verbal and written communication skills.
- Ability to set goals that are specific, measurable, attainable, relevant, and time bound.
- Problem solving ability to deliver right solutions for the customer and employees.
- Ability to research sets of data and metrics to support decisions and goals.
- Strategic thinking skills.
- Excellent organizational skills with diligence.
- Initiative-taking, enthusiastic, cheerful outlook.
- Proficient computer skills must include, but not limited to Office Suite and CRM
- Demonstrate a sense of urgency and decisiveness as appropriate.
Preferred Qualifications
- Good general mechanical background.
- Aptitude to learn, understand and apply modern technologies.
- Ability to be assertive and persuasive without being aggressive.
Physical Demands
- Frequently required to sit, reach with hands and arms
- Occasionally walk, stand, balance, stoop, bend and kneel.
- Occasionally must push, pull, move, or lift 10 lbs.
- Regularly requited to reach with hands and arms.
Work Environment
Job functions will be conducted in an office environment. Travel will be necessary occasionally.
Darling Ingredients is an equal opportunity employer and considers qualified applicants without regard to race, age, color, religion, sex, national origin, sexual orientation, gender identity, disability, or, protected veteran status. EEO is the Law: If you would like more information, please click on the link or paste into your browser: https://www.eeoc.gov/employers/eeo-law-poster