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Client Services Director in Indianapolis,IN at Stericycle

Date Posted: 5/15/2018

Job Snapshot

Job Description


 Stericycle is looking for a dynamic individual who is experienced in the Recall Retrieval and retail returns industry.

This Director position is responsible for managing all client relationships in the Recall Retrieval, and Retail Returns business segments.  This person will be responsible for the vision and execution of strategies surrounding the customer experience and support across multiple functions and systems.  Directs a cross-functional team consisting of dedicated client solutions team members in Indianapolis and remote locations.  Also, this position has oversight over all contracted Stericycle field force throughout North America.

  Key Position Activities:

1)

Select, train and lead the development of a qualified and diverse workforce.  Establishes and communicates performance standards for Client Solutions team and hourly team members.  Conducts performance appraisals and communicates performance standards and provides ongoing feedback as needed.  Administers all Stericycle policies and procedures and supports Stericycle Culture Initiatives.

2)

Leads initiatives which support and grow existing business relationships through frequent communication and regular client visits with senior levels of customer relationships.  Develops reports and assesses the status of client relationships.

3)

Responsible for financial forecasting and performance for the Retrieval and Professional Services business segments.  Serves as subject matter expert for all Recall, Retrieval/QA/Mystery Shop, or Retail Returns systems, including the business sponsorship of all related IT systems.

4)

Ensures that approved business contracts are created and executed.  Takes responsibility for the completion of all engagement documents. Reviews cases within Salesforce.com for appropriate resolution and action in working within CS or other leadership in the organization.

5)

Develops strategies to support and achieve organizational goals. Participates in strategy meetings, pipeline opportunities, marketing strategies, and current challenges.  Prioritizes workload for managers and supervisors based on the needs of the business.

6)

Performs other related duties and participates in special projects as required or requested.

Demonstrates the ability to provide direction in addressing difficult issues; influence others to implement needed changes.

Demonstrates the ability to be held accountable for individual, and where appropriate, team decisions, actions, and results.

Demonstrates the ability to assess situations, focusing on central issues; reviews all possible solutions and consequences; adapts theories, concepts and analytical tools to resolve problems/issues.

Demonstrates the ability to present ideas and information in a clear, concise, organized and diplomatic manner; listen to others to respond effectively to ideas and questions.

Demonstrates the ability to identify problems as they occur; follow rules, guidelines, and procedures; apply past experience and processes to current assignments. 

Demonstrates the ability to ask questions and gather information in order to create customer requested reports.  Demonstrates the ability to identify problems and suggest possible causes and solutions. 

Demonstrates the ability to assign tasks and provide decision-making responsibilities by considering staff knowledge, experience, skills, and workloads. 

Demonstrates the ability to manage own time, activities, and resources.  Identify specific activities required to accomplish objectives, rank them in order of importance, and coordinate and take action to achieve desired results.  Prioritize multiple activities and projects. 

Demonstrates the ability to work with people in a way that builds effective teams committed to organizational goals.

Job Requirements


Bachelor’s Degree in business or finance, or the equivalent in related work experience, demonstrating related business and technical knowledge and the ability to extract, automate and analyze data information from several sources.
Ten or more years of experience in a Customer Service environment.
Seven or more years of management experience. Preferably in a customer service and/or account management setting.
Demonstrates a good working knowledge of systems related to customer service and account management, with the ability to serve as a subject matter expert.
Demonstrates good working knowledge of computer software applications, including Microsoft Office.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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