Director of Customer Support

OVERVIEW

NuCO2 is the nation’s leading provider of certified beverage grade carbon dioxide and draught beer grade nitrogen, providing continuous service to more than 150,000 customer locations and carbonating millions of beverages every day. With nearly 1,200 employees in over 150 locations across the United States, we believe using the finest ingredients is essential to serving the best beverages. Safety is our top priority and NuCO2 is defined by it. We provide a best-in-class safety program, and our safety equipment complies with national and international safety standards.

JOB SUMMARY

This key leadership position reports to the Senior Vice President, Sales and Service and will own the critical business processes like customer contact management, administrative support, account management, dispute resolution, and retention. The role is vital to delivering contact center and back-office support to customers through all phases of their business partnership with NuCO2. The Director of Customer Support will need to work across all departments to ensure optimal customer experience to all stakeholders in every interaction. Defined workflows, standard operating procedures, SLAs, and performance management will be critical to the success of this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Execute safety, financial growth, and customer experience objectives through the alignment of departmental strategy, key performance indicators, and performance management.


• Lead the design, configuration, and implementation of NuCO2’s contact center platform.


• Harmonize the case management structure across all customer support departments to continuously improve customer experience and case resolution efficiency.


• Develop and document the company’s customer support strategy including the optimization of new contract workflow, premier account stewardship, sales support programs, billing dispute resolution, and customer retention.


• Develop functional cross training programs, quality assurance programs, and succession plans to ensure business continuity and to deliver an excellent customer experience.


• Document all department workflow and implement performance management tools to measure and report established service level agreements and key performance indicators.


• Act as the escalation point for any customer issues and facilitate appropriate response in a timely manner.


• Serve as department leader and key contributor to priority projects as required.


• Demonstrate expertise as a power user of all software required to complete customer support processes and assist the training of sales and service employees in the use of all appropriate tools and programs.

• Provide both subject matter expertise and oversight into the company’s standard operating procedures for all areas of the business.


• Continuously sponsor high value productivity projects for the business to ensure the successful achievement of the company’s productivity targets.


• Train and coach direct reports to achieve departmental goals and to provide effective leadership and performance management to all department employees.

• Provide performance reporting and forecasting for assigned departments on a monthly, quarterly, and annual basis.


• Foster a positive, customer focused culture within the support team, instilling the values of safety commitment, sincere and accountable servant leadership, and service excellence.

QUALIFICATIONS:

• Bachelor's degree or equivalent work experience.


• A minimum of 5 years of experience in management, Customer Contact Center experience preferred.

• Creative and skilled business leader who has experience managing sales operations teams, delivering customer experience programs, and providing administrative support to a large customer contract base.


• Established track record of optimizing back-office workflow and setting up process performance management systems.


• History of implementing training programs to improve customer dispute resolution and overall customer experience.


• Excellent recruitment & team building skills with a documented track record of strong hiring decisions, identifying talent, and maximizing the potential of a diverse team.


• Ability to read, write, analyze, and interpret customer contracts, equipment specifications, project plans, and other technical documentation.

• Results oriented leader with a proven record of exceeding service targets, who possesses strong work ethic, and de-escalation, negotiation, communication, and problem-solving skills.


• Well-developed financial acumen to effectively guide/influence investment and expenditure decisions between company and customers.


• Excellent verbal, written and presentation skills to effectively present information and respond to questions from customers, managers, employees, and external stakeholders.


• Ability to travel up to 10% off the time as required.


• Proficient computer skills - MS office – Word, Excel, and PowerPoint.

• JD Edwards case management experience is preferred.