Director of Customer Service and Supply Chain

: Description:

The Director of Customer Service and Supply Chain at Hydrotech holds a pivotal role in driving the development, performance, revenue generation, and profit realization of the Inside Sales, Digital Engagement, Administrative Services and Purchasing teams. They instill a shared and enthusiastic commitment to the team as a key driver of company goal attainment. This strategic leadership position requires a disciplined and motivated visionary leader capable of orchestrating seamless collaboration between customer service, outside sales, and procurement functions to optimize overall business operations and contribute to Hydrotech's sustained success.

PRINCIPAL DUTIES & RESPONSIBILITIES

1. Customer Service/Digital Engagement Leadership/Administrative Services

• Develop and implement a customer service strategy aligned with Hydrotech's goals and values.
• Establish key performance indicators (KPIs) and regularly analyze metrics to identify areas for improvement.
• Lead, mentor and motivate customer service teams to achieve high performance and meet service level objectives (KPIs).
• Oversee and enhance customer service policies and procedures to ensure positive customer experience.
• Ensure satisfaction of all customers through resolution of questions, concerns or issues and manage the needs to high revenue commercial accounts.

2. Supply Chain Strategy

• Develop and execute a comprehensive supply chain strategy that aligns with Hydrotech's objectives.
• Implement efficient procurement processes to optimize cost effectiveness and quality.
• Negotiate contacts, manage supplier relationships, and ensure compliance throughout the supply chain such as REACH, RoHS, Prop 65, etc.…

3. Cross Functional Collaboration

• Foster collaboration between customer service, administrative services, outside sales, and supply chain teams to ensure a complete approach to customer satisfaction.
• Engage with corporate Sales Director and Regional Sales Managers to obtain any relevant information pertaining to certain accounts and ensuring their accounts are being handled as per their requirements.
• Work closely with other departments including but not limited to Sales, Marketing and Operations to understand their needs and align strategies accordingly.
• Collaborate with the executive team to establish and manage budgets for customer service, administrative services, and supply chain functions to ensure financial objectives are met.

4. Continuous Improvement

• Identify opportunities for process improvement in both customer service and within the supply chain.
• Implement innovative solutions to enhance efficiency and customer satisfaction.
• Regularly assess customer feedback and market trends to adapt strategies to stay ahead of industry standards.

This is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.

Requirements:

Skills/Specialized Knowledge/Abilities (KSA'S)

• Ability to think strategically and to lead.
• Advanced multi-tasking and troubleshooting skills.
• Leadership Orientation - Actively seeks ways in which to act as a role model, guide, develop and mentor others throughout the organization. Strong team leadership, team building and facilitation skills.
• Creative problem-solver who excels at conflict resolution, as well as creating positive solutions, identifying efficient methods to correct situations, and following through to implementation.
• Disciplined and motivated with expertise in building organizational processes and measurement systems to maximize business results.
• Customer Focus - Maintaining awareness of and seeking to meet the needs and wants of the customer.
• Excellent communication skills, both oral and written.
• Initiative - Engages in proactive behavior and looks for new project opportunities.
• Excellent Microsoft Outlook, Excel, Word, and PowerPoint skills.
• Experience with supply chain software and systems.
• Ability to work in a fast-paced environment and meet deadlines.

Education/Experience

• Bachelor's degree in business administration, supply chain management, or related field
• Minimum of 7-10 of experience in customer service and supply chain management

WORKING CONDITIONS:

Working Hours/Environment

• Office hours average 40 per week; may require additional hours including evenings and weekends depending on business needs.
• Standard work hours for the department are Monday through Friday, 7am-4pm. Remote arrangements applicable as approved by manager.
• Work performed in an indoor office setting.

Tools and Equipment Used

• Computer, copier, fax/scanner, phone, and other typical office equipment

Travel

• As required to lead team members at multiple locations.

Physical & Mental Demands

• Ability to set and keep priorities and professionally handle the stress associated with dealing with a fast-paced industry and time frames.
• Ability to operate both as a member of a team and independently.
• Ability to speak with employees/clients via phone or in person.
• Additional Mental Requirements: Compare, decide, problem solve, analyze, and interpret.