Director of Sales and Customer Service

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Company: Enthusiast Enterprises / SD Wheel
Location: Geneva, IL

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Summary/Objectives:

The Director of Sales and Customer Service will direct and oversee the organization’s sales and customer service operations.

Essential Functions:
Supervisory Responsibilities:

  • Recruits, interviews, hires, and trains departmental supervisory staff.
  • Oversees the daily workflow of the department.
  • Provides constructive and timely performance evaluations.
  • Handles discipline and termination of employees in accordance with company policy.

Duties/Responsibilities:

  • Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
  • Establishes performance metrics for customer service representatives.
  • Establishes service levels and requirements for the department.
  • Develops and implements methods to record, assess, and analyze customer feedback.
  • Develops and implements training and quality assurance programs for new hires and experienced employees.
  • Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
  • Acts as a liaison between the customer service department and other divisions in the company.
  • Drafts and implements the department’s budget.
  • Performs other related duties as assigned

Competencies:

  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Strong supervisory and leadership skills.
  • Proficient with Microsoft Office Suite or related software.

Travel: 0-10% or less Travel for training and offsite meetings

Physical Demands:

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times

Position Type:

Exempt; Full-time salaried position (40+ hours a week), Monday – Friday

Education:

  • Bachelor’s degree required.

Experience:

  • At least five years of related experience required, with prior management experience highly preferred.

Job Type: Full-time

Experience:

  • management: 5 years (Preferred)

Education:

  • Bachelor’s (Required)

Additional Compensation:

  • Commission

Work Location:

  • Multiple locations

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off
  • Parental leave

Schedule:

  • Monday to Friday