Director of Operational Services - Customer Care
Company: Orora
Location: Buena Park
Posted on: June 20, 2022
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Job Description:
At Orora, we believe our packaging touches lives and together,
we, together as a team, deliver on the promise of what's inside.
From custom packaging design and packaging materials, to prototype
development and manufacturing, packaging automation and equipment,
kitting and fulfillment, global sourcing, and full service
warehousing and logistics, our packaging consultants develop
cutting-edge, innovative solutions that take a product from concept
to consumer. It is with this passion and commitment to innovation,
we believe in hiring and developing the very best talent by living
our core values of Teamwork, Passion, Respect, and Integrity every
day. These core values define who we are and how we operate. They
shape the way we work with each other, with our customers, and with
our communities. Every day, we deliver packaging solutions that
exceed our customers' expectations while solving complex problems
as a team. We believe that all team members (irrespective of their
role or level), should aspire to distinctive leadership behavior,
as we continue to deliver on the promise for our customers,
shareholders and each other. Leadership is not tied to a job title,
i.e. you don't need to be accountable for a team to be considered a
leader.
Director of Operational Services- Customer Care
The Director of Operational Services- Customer Care will be
responsible for the development and execution of strategy for
customer service for the company. Utilize service metrics and
analytics (KPI's and scorecards) to refine and continuously improve
processes and service to the customer. Leads a high-quality
customer support organization and instills a strong service culture
that demonstrates the industry best practices.
Summary of Role and How You'll Fit In
In this role, the Director of Operational Services- Customer Care
will work with Regional Customer Service Managers and Senior
Business Leaders across the business.
This position reports to the: Senior Vice President
Travel Requirement: up to 30%
FLSA Status: Exempt
Key Responsibilities
* Strategically lead and develop the senior customer service
management team to enhance performance
* Ensure that customer service policies and practices align with
overall organization direction and objectives
* Sources and implements telecom technology / remotes workforce /
call center solution(s)
* Establish performance metrics for customer service to ensure both
quality and consistency
* Develop and implement Best in Class policies and practices - use
to implement Role Optimization Develops and implements methods to
record, assess and analyze customer feedback
* Develops and implements training and quality assurance programs
for new hired and current team members
* Acts as a liaison between customer service and the other
departments in the company
* Lead and implement customer service standardization and
alignment, including potential off or near-shoring as appropriate,
to include consistent application of processes to deliver
world-class customer service.
* Acts as the voice of the customer across the organization
* Performs other duties and/or responsibilities as requested
Requirements
Minimum Qualifications:
* Bachelor's degree or equivalent
* + years customer service/call center management experience,
including management of offshore or near shore teams
* Experience transforming a distributed customer service workforce
to a centralized team including adding offshore or near shore
talent.
* Experience managing remote workforce
* Experience with international customer service team
Physical Demands & Work Environment
* Please refer to Job Analysis
The physical demands and work environment are representative of
those a team member encounters while performing the essential
duties. Reasonable accommodations will be made to enable
individuals with disabilities to perform the essential functions.
Please reach out to careers@ororagroup.com for additional support
and guidance
Reasonable Accommodations
Reasonable accommodations will be made to enable individuals with
disabilities to perform the essential functions. If you are
interested in applying for employment with Orora and need special
assistance to apply for a posted position, or if you believe you do
not meet any of the required qualifications of a posted position
due to a protected disability and would like to explore the
possibility of an accommodation, please contact our Talent
Acquisition team at: careers@ororagroup.com for additional support
and guidance
What We Offer
Our rich benefits packages are designed to support the health and
well-being of both our eligible co-workers and their families.
Here's a sample of the benefits we offer:
* Medical
* Dental
* Vision
* Generous PTO
* 401(k) with a Company Match
* Flexible Spending Accounts
* Employee Assistance
* Group Life and AD&D
* Voluntary Life and AD&D
* Group Short-Term Disability
* Group Long-Term Disability
Equal Employment Opportunity
We are an equal opportunity employer committed to fostering a
culturally diverse organization. We strive for inclusiveness and a
workplace where mutual respect is paramount. We encourage
applications from a diverse pool of candidates, and all qualified
applicants will receive consideration for employment without regard
to race, color, ethnicity, religion, sex, age, national origin,
disability, sexual orientation, gender identity and expression, or
veteran status. We will provide reasonable accommodations to
qualified individuals with disabilities, as need, to assist them in
performing essential job functions.
Recruitment Agencies
Orora does not accept unsolicited agency resumes. Orora is not
responsible for any fees related to unsolicited resumes.
Solicitation of Payments
Orora does not solicit payment from our applicants and candidates
for consideration or placement.
Keywords: Orora, Buena Park , Director of Operational Services - Customer Care, Hospitality & Tourism , Buena Park, California
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