Experienced Vice President of Customer Service – Automotive Industry Leader

Are you a seasoned customer service professional with a passion for delivering exceptional experiences and driving business growth? Do you have a proven track record of leading high-performing teams and implementing process improvements that drive efficiency and customer satisfaction? If so, we want to hear from you! At First Brands Group, we're a privately held organization and leader in the automotive repair and maintenance products industry. Our company is built on a foundation of innovation, quality, and customer-centricity, and we're seeking an experienced Vice President of Customer Service to join our team. As a key member of our leadership team, you'll play a critical role in shaping the customer service strategy and direction for our North American business units.

About Us

First Brands Group is a global organization with a presence in the automotive industry's most recognizable OEM and Aftermarket brands. Our headquarters are located in Cleveland, Ohio, and we're proud to be a team of professionals dedicated to building profitable, enduring growth among all our customers. We're driven by an unrelenting passion to exceed our customers' expectations, and we're committed to creating a culture of excellence that inspires innovation, collaboration, and customer-centricity.

Job Summary

As our Vice President of Customer Service, you'll be responsible for leading our North American customer service responsibilities across all First Brands Group business units. You'll oversee the unification and development of our customer service departments, ensuring that we have the resources in place to efficiently process customer orders and respond to customer requests. You'll also serve as the liaison between customer service and other functions within the organization, including IT, finance, sales, planning, and distribution.

Key Responsibilities

* Draft, implement, and execute policies and procedures to facilitate a quality customer service experience

• Review processes and procedures and identify improvements to create efficiency
• Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention
• Drive customer service role standardization across the business units
• Develop role-based KPIs with appropriate tracking mechanisms
• Direct and oversee customer service processes, including establishing internal control procedures, conducting audits, and documentation
• Recruit, interview, hire, and train departmental staff and provide performance feedback
• Oversee the daily workflow of the department
• Build relationships with IT to ensure there are no gaps in our ability to meet customer needs
• Represent the customer service function on key cross-functional corporate initiatives
• Responsible for directing and assuring compliance with all policies, procedures, and customer-specific requirements related to orders
• Schedule workload and standardize work hours driven by US customer base

Essential Qualifications

* Bachelor's degree and a minimum of 10 years' experience leading high-performing customer service organizations

• Extensive experience with EDI and manual order management within Oracle and/or SAP ERP environments
• Call center and CRM management experience
• Experience servicing automotive aftermarket customers from US-based distribution centers
• Experience researching and implementing tools and systems related to order management functions
• Understanding of order receipt to delivery supply chain concepts and processes
• Understanding of the order-to-cash process
• Proficient with Microsoft Office Suite, specifically Excel, PowerPoint, and Word
• Proficient in Office 365 SharePoint and Teams
• Power BI data visualization development is a plus
• Strong analytical and problem-solving skills
• Strong management and leadership skills
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Must have English fluency with confidence and ability to hold complex conversations with US-based customers
• Up to 20% overnight travel domestically and internationally. Valid passport required.

Preferred Qualifications

* Experience working across multiple business units operating on different order management systems

• Experience managing customer service and customer experience at a consumer packaged goods or finished goods manufacturer

What We Offer

* Competitive salary and bonus structure

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and results-driven customer service professional with a passion for delivering exceptional experiences, we want to hear from you! Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to learn more about you and explore how you can contribute to our team's success. [Apply Job!](https://vacancyglobal.com/register-candidate/) Apply for this job