Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (RTG) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, marketing, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Selects, develops, and evaluates personnel to ensure the efficient operation of the function

Responsible for overseeing the customer service call center and ensuring the company delivers the highest level of customer service possible. Manages supervisors, agents, trains, coaches, and mentors employees.Investigate customer's problems and find solutions. Communicate with customers via phone and email.Handle major incidents that cannot be resolved by agents.Resolve complaints and order issues.Keep abreast of new company products and services.Analyze data and statistics to maintain department metric expectations.Isolate and identify areas of improvement.Coach agents on how to adequately address challenges over the phone Work with management on customer service improvements.