Greenlane Holdings, Inc.
Greenlane, founded in 2005, is the leading distributor of premium brands in the burgeoning head shop, smoke shop, and dispensary channels. We devise bespoke go-to-market solutions as well as sales and marketing strategies for the best products in the industry and aid their manufacturers at every turn of the product life cycle. We have operations in seven North American cities including six highly automated distribution centers. We also own and operate several leading e-commerce websites, and brick and mortar retail outlets. We work in a fast-paced and competitive industry that demands hard work and dedication, but we have built a unique company culture that allows our growing team of more than two hundred to support our success, each other, and surpass our goals all while having fun.
The Customer Service Director is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in either a B2B or B2C environment.
Duties & Responsibilities
Strategically lead and develop a customer care team to enhance performance by setting clear accountable performance measuresProfit Centre/Cost Centre Budgets.Create a culture and processes which achieve the business goals and objectives with regards to customer service.Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.Reduction of the cost to serveEmpower and Engage the Customer Service TeamEnhance the First Call ResolutionIdentify new tools and technologies to better serve the customerDrive better sales through serviceUse Customer Insight and Root Cause Analytics to identify companywide improvements and present these to Senior Stakeholder.Act as the Voice of the Customer across the organization.Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.Define, negotiate, and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.Work effectively with all peers and stakeholders Sales and Finance, Marketing, Operations to negotiate and influence customer improvementsContinually develop improvements and embed successful change projects.Drive quality and consistencyPartner with Client relations to optimize existing Client profitability through business planning and collaboration and deliver increased revenue streams.
Qualifications & Skills Required
Extensive experiencing of managing operational customer service teamsStrong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.Bachelor’s degree.Prior supervisory experience & prior customer service experience.In-depth knowledge of customer service principles and practices.Proficiency in CRM systems(MS365/Dynamics a plus.Proficiency in MS Office applications.Product knowledge a plus.5-8 years of relevant experience as a Customer Care Director in a Branded environmentProven Management and/or relationship management experience at a senior, strategic level role.Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environmentAble to interpret MI/BI and develop strategy and make recommendations.Demonstrate ability to motivate and communicate with others at all levelsInfluential relationships skills at all. Able to use these relationships to deliver service improvementsExcellent communication and negotiation skills.Able to adapt and succeed in a changing environmentEvidence of well-developed leadership skills.
Physical Requirements· Work is performed while standing, sitting and/or walking. By applying for this role, I understand that if I’m offered a position with the company I will be required to submit to the pre-employment aptitude testing, and background screening as a condition of employment.Greenlane provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability or genetics. In addition to federal law requirements, Greenlane complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leaves of absence, compensation, and training.