Executive Director, Customer Service

2005 Best Places to Work Recipient (Philadelphia Business Journal) - Join the Advertising Specialty Institute (ASI), a membership based business services organization for over 50 years. We are proud to be the most successful and award-winning publisher of B to B magazines, catalogs, research services and the preferred web-based service center for the promotional products industry. Currently we maintain over 22,000 client members and continue to grow in our industry. Today, ASI has 450 staff conveniently located in our Bucks County headquarters. 

 

You will be an active member of our strategic planning and leadership team and play a lead role in creating and implementing processes, systems, training and metrics to support our member services division. You will establish, communicate and maintain a high level of service standards that will attract and retain a competitively skilled workforce, and build a high achievement culture. You will be a visionary, coach and mentor for your staff.



As Executive Director, Customer Service you'll be responsible for:


Mentoring and motivating the Member Services Division in developing and maintaining new and existing member relationships.




The division consists of the following departments:



Customer Service







Product Support Member Training



Infoline Research



Order Processing


 Responsibilities include: 
 

Ensure that our member service center provides "world class" service at all times.

Mentors staff to constantly upgrades skills and systems to meet high standards of service, teamwork and collaboration.

Creates and maintains open communication with all ASI divisions in order to deliver effective and timely services and bottom line results. 

Developing consistency, accountability and ownership standards for the entire division.



Installing and monitoring systems to measure member satisfaction.



Developing and maintaining an incentive program based on improving bottom line results and member satisfaction.



Maintaining accurate and up-to-date member documentation.



Developing meaningful management reports to be used by sales teams, product development departments and senior management.



Constructing annual cost budgets and analyze variances to actual.





Qualifications:


Qualified candidates must possess a minimal of 7-10 years progressively responsible senior management level experience in Customer Service, Product Support and Order Processing.



Five years experience overseeing a Customer Service Call Center.The successful candidate must be an exceptional communicator with a strong team orientation and a facility for understanding our products and industry. Successful experience upgrading systems and processes. 



Bachelor's degree in business, marketing or related field preferred.



Strong leadership background and the ability to utilize resources, and ensure great service while managing multiple priorities and projects. 



We offer competitive benefits package including: medical, dental, 401(k), profit sharing, casual dress, as well as an innovative environment.  Please apply directly to dfee@asicentral.com .  We are located in the Bucks County Technology Park with on-site day care, cafeteria, car service, car wash, dry cleaning service and much more! Apply today!  EOE m/f/d/v.

 

Please submit resumes wih salary requirements to dfee@asicentral.com .