Director, Customer Service Cover Letter

Please consider me for the director, customer service opportunity. I am including my resume that lists my qualifications and experience.

In my previous role, I was responsible for planning expertise, oversight, and guidance to all areas of GQO, Demand Planning, Customer Care, Commercial Operations, Manufacturing Operations, Global Supply Chain Responsible for developing and leading the S&OP and Supply Chain planning technology vision and strategy.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Overall strategic view of the operational environment with knowledge of shared services
• Background in operational process improvement, including Claim or Call workflows
• Prior experience with Net Promoter Score (NPS)
• Experience in operationalizing an organization
• Thorough knowledge of and the drug development process including regulatory filings
• Strong analytical skills- able to reconcile & resolve multiple & conflicting data to drive effective operational & business decisions
• Thrives on reconciling multiple, competing issues and priorities
• Effectively establishes consistency in execution across multiple teams

I submit this application to express my sincere interest in the director, customer service position.

In the previous role, I was responsible for t&O (Technology & Operations) and SCO’s (Supply Chain Organization) direction and perspective to the business and product decisions.

Please consider my qualifications and experience:

• Experience in the electronics manufacturing/service industry such as reverse logistics or customer care
• Experience in the mobile communication industry strongly preferred
• Experience in a production/repair facility strongly preferred
• Demonstrated experience in business support and/or development
• Direct customer feedback, sales and operational roundtables
• Strategic data analysis
• Process mapping, re-engineering and continuous quality improvement
• Focussed and disciplined monitoring of performance metrics

In response to your job posting for director, customer service, I am including this letter and my resume for your review.

In the previous role, I was responsible for technical leadership to utilize leading-edge measurement and marketing tools and spearhead development of new tools and initiatives that help improve the user experience.

Please consider my qualifications and experience:

• Strong knowledge of call centre software, technology and KPI's
• Knowledge and understanding of contact centre technologies
• Experience with phone system management and implementation
• Working experience with large-scale organizations
• Management or Supervision of large teams
• Past aerospace industry experience preferred
• Experience with Mexican labor laws and policies
• Works well with employees and vendors at all levels

Please consider me for the director, customer service opportunity. I am including my resume that lists my qualifications and experience.

Previously, I was responsible for vision and strategy to drive supply chain process, systems, tools, and metrics improvements across all UTC divisions.

Please consider my experience and qualifications for this position:

• Establish and maintain policies and procedures to assure attainment of a consolidated customer service function spanning all products and services
• Implement industry-specific performance metrics to assess attainment of a best-in-class customer service organization
• Manage all budget, personnel, business process, and overall performance of customer care operations, including billing, resource management, and balancing cost containment with customer satisfaction
• Lead and inspire the Customer Services team to deliver on team and project goals, and develop team members to take on other roles within the team or other parts of the business
• Ensure team members have an overall understanding of the customer service mission, responsibilities and procedures, and create a positive work environment
• Dotted line supervision of the America’s BPI team
• Ensure all product complaints are handled in a timely and appropriate manner, and incorporate and provide timely documentation surrounding customer complaints
• Oversee all transactions in the event of recalls and product holds

I am excited to be applying for the position of director, customer service. Please accept this letter and the attached resume as my interest in this position.

In my previous role, I was responsible for leadership, direction and guidance for entire Customer service team and where appropriate to Sales, Marketing, Commercial and Supply Chain.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Experience designing service models and measurement system
• Experienced using customer experience management tools to identify practical paths to improving customer experience
• Experience in the advertising, digital and/or technical industry
• Experience partnering with and influencing internal teams
• Able to translate Net Promoter Score (NPS) and other satisfaction, loyalty, and other research into practical prioritized changes to improve scores
• Group Universal Life and/or Group Variable Universal Life experience strongly preferred
• Operations and contact center leadership experience preferred
• Flexibility to work a retail schedule that includes nights, weekends, holidays, and events