Columbia, MD

Are you ready to make an impact with a highly successful small business based in Columbia, MD? Do you want to further you career in a position that not only gives you great job satisfaction, but also a sense that you’re doing good in the world? Then FLAVORx is the place for you. At our core, we sell and promote products and services to pharmacies, both chain and independent, that help people (mainly kids) take their medicine.

The Call Center Director is the key advocate for the customer across all channels within FLAVORx and Fillmaster Systems. This position will help evolve the Customer Service Center into the Customer Experience Management Center by aligning all company initiatives. He/she will create new customer service capabilities to engage customers proactively. By leading the whole company to be more customer-centric, the Call Center Director will drive FLAVORx to achieve the highest standard of customer service.

Key Responsibilities:

  • Lead call center operations as the ultimate customer advocate, consistently driving the organization to improve the customer experience
  • Manage and train a strong team of customer service representatives
  • Create inbound and outbound call scripts for the call center team
  • Review components of FLAVORx and Fillmaster outbound shipments to ensure customers are delighted to receive our products
  • Create seasonal promotions and talking points to keep our messaging fresh & relevant
  • Act as internal change agent to change culture and drive towards root cause resolution of any customer experience issues
  • Develop strong relationships with operators at several key chain pharmacy customers
  • Manage and resolve all store and e-commerce related customer service issues
  • Partner with all related departments and the distribution center to resolve customers’ issues.
  • Improve customer service quality and efficiency by evaluating and re-designing policies and procedures as needed
  • Adopt best-in-class customer service technology, such as online chat and SMS messaging to proactively engage with customers
  • Collaborate with the FLAVORx CRM initiative, partnering cross-functionally to implement this program and to collect and utilize customer data
  • Help create forecasts and staffing plans

Skills & Experience:

  • Bachelor’s Degree in related field
  • Management experience required
  • 5+ years of experience in customer service
  • Excellent analytical skills and project management skills are a must
  • Detail and results oriented with excellent problem-solving skills and a strong work ethic
  • A highly motivated self-starter with a deep understanding of customers’ needs, the product, and the competitive landscape
  • Excellent communicator, able to build strong cross-functional relationships, internally and externally
  • Ability to manage time and deadlines, as well as the ability to adapt to the ever-changing priorities of the business
  • Capability to adhere to team processes and standards, while leading process improvement efforts
  • Involvement in evaluating call center software tools and on boarding new technology
  • Proficiency in Microsoft office suite, advanced in Excel preferred

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