Director, Customer Service and Fulfillment
ProQuest - Ann Arbor, MI

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ProQuest is looking for a Director, Customer Service and Fulfillment

The Director, Customer Service and Fulfillment directs the front-line customer service activities for the enterprise, serving library customers around the world. The Director plans and directs customer service, provisioning, and order processing, for library digital and tangible products. The Director ensures continuous process improvement and consistency to timely and accurately serve ProQuest’s customers and will be responsible for transforming existing services to include a variety of self-service options.

What you'll be doing:
Oversees order processing function, ensuring that monthly, quarterly, and annual billings targets are achieved

Collaborates with sales, finance, and legal to develop policies and procedures to ensure compliance with all financial objectives

Ensures timely, accurate, consistent, and high quality service is provided to customers

In collaboration with sales and marketing, defines and implements a tiered service level strategy, driven by a shared organization view of customer segments

Provides leadership, vision and strategic plans for the purpose of exceeding customer expectations and company revenue targets.

Working closely with sales, product management, and manufacturing teams, defines and achieves services performance objectives aligned with company goals and overall strategic agenda.

Oversees and develops annual budgets and financial reporting.

Develops and maintains short and long-term workload forecasting systems and staffing plans.

Identifies and understands customer expectations, core value systems and relationship drivers.

Leads and develops staff, defining roles and responsibilities to achieve business goals.

Creates a change management agenda, orienting the teams to a future which includes a strong emphasis on customer self-serve options.

Develops and maintains key metrics and dashboards for the team, specific to customer satisfaction and productivity

Oversees and facilitates continuous improvement, adding efficiencies and ensuring consistency across the order processing and fulfillment team.

Oversees distribution of customer renewal notifications, including program to transition to electronic renewals and electronic invoicing

What you'll need to be successful:
Bachelors’ degree plus at least 5 years’ progressive management experience in a customer service environment, or equivalent combination of education and experience.

International customer service experience.

Strong background in developing metrics and in benchmarking.

Ability to manage, develop and motivate staff.

Excellent oral and written communication skills.

Experience with CRM software tools, as well as business system software such as Oracle.

Experience in creating and implementing call center/customer care incentive and recognition programs.

Excellent researching and problem solving skills, including the ability to analyze, compare, evaluate, reconcile and order data.

Strong interpersonal skills, with ability to professionally interact with a diverse blend of personalities to reach resolution and maintain strong relationships.

Ancillary Qualifications:
Qualifications listed below, while not necessarily a requirement for this position in each circumstance, provide additional depth and value to the role.

Fluency in languages other than English.

Lean Six Sigma designation.

Other important information about this position:
This position is typically located in the Ann Arbor office.

Occasional travel is required.

This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.

Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.

The preceding job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide a general overview of the expectations and responsibilities of this position. As the nature of business demands change, so may the functions of this position. Additional duties and responsibilities may be assigned.

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