Director, Client Services

The Director of Client Services is responsible for leading and directing the regional team(s) of Account Coordinators to ensure exceptional customer experiences and successful project outcomes. The Director plays a critical role in driving client satisfaction, fostering strong client / WPC / manufacturer partner relationships, and supporting business growth initiatives. They are responsible for mentoring and developing all team members, including specialized coordinators within the team such as Architectural Interiors Coordinators and the Public Sector Contract Specialist(s). The Director will provide leadership and direction for all aspects of the coordinator role.

Duties and Responsibilities:

• Manages the Client Services Department and makes sure all resources are being utilized efficiently and effectively.
• Ensures that the Coordinator responsibilities in the OW Work Flow Cycle are adhered to on every project.
• Maintains regular department meetings with the Coordinator groups by market to review workload and training needs.
• Trains new hires on Netsuite, as well as on all Client Services processes and procedures. Engages local Team Leaders to continue with training new hires regionally.
• Develops standard practices and guidelines for the Client Services Department.
• Has regular meetings with the Managing Directors and SVP of Client Services to review workload, training and proper allocation of needs.
• Is proactive in understanding forecasting as it pertains to support, the need for additional resources, and the need for reallocation of workloads.
• Has monthly one on one meetings with individual team members to provide feedback, mentorship and guidance.
• Documents any trouble areas and works with individual employees who may need to be put on a Performance Improvement Plan.
• Conducts mid-year check-ins and annual employee reviews for their Regional Client Services team.
• Holds quarterly meetings with the Directors of Design & Project Management and Ancillary to ensure the coordinators are in lockstep with regards to Best Practices interdepartmentally.
• Holds quarterly meetings with the Accounts Receivable & Accounts Payable teams to ensure all invoicing and finance guidelines are being met, working towards correcting any areas where there could be improvement.
• Strives to maintain good morale and a feeling of cohesiveness within the Client Services Department.
• Prompt, reliable and regular attendance

Other duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Education and Experience:

• Bacehlor’s Degree or equivalent years of experience
• 10+ years experience
• Prior experience managing individuals strongly preferred
• Hands on experience with ERP and CRM systems. Netsuite a plus.
• Proficiency with MS Office Suite, particularly MS Excel.
• In-depth understanding of sales principles and customer service practices.
• Excellent communication skills.
• Must work well in team environment
• Ability to work with all levels in an organization

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.