Global Customer Service Director

at  Vytelle

Job Title: Global Customer Service Director
Company: Vytelle
Reporting to: Vice President Global Sales
Direct Reports: Varied
Location: Remote
Status: Full Time Exempt

LEAD QUALIFICATION AND HANDOFF

• Integrate customer service with sales and marketing efforts to identify, qualify, and pass high-quality leads to the sales team.
• Implement systems for tracking and nurturing leads that come through customer
• Train customer service teams to identify upselling or cross-selling opportunities during interactions.

SKILLS AND ATTRIBUTES

• Leadership: Ability to inspire, guide, and motivate a global team, fostering a high- performance culture.
• Customer Experience Management; a deep understanding of customer journey mapping, CS strategy and service design to deliver excellent service and create long-lasting customer relationships.
• Proven experience in managing customer service ticketing systems, SOP development and process improvement.
• Change management: Experience in leading teams through transformations and technology implementation
• Excellent problem-solving ability and track record of successfully resolving complex customer issues.
• Familiarity with customer contract management, warranties and billing
• Exception communication, interpersonal and conflict-resolution
• Adept at setting and acting on longer term
• Willingness to work as a team
• Quality driven
• “Figure It Out” skillsAppreciates diversity; an ability to positively resolve issues arising from different

EXPERIENCE AND QUALIFICATIONS

• Bachelor’s degree in business administration, communication, marketing or related fields, Masters degree preferred
• 5 years’ experience in customer service or operations leadership role, preferably in high-volume, fast-paced environment.
• Deep knowledge of bovine reproduction, IVF procedures and livestock breeding
• Proficient PC skills including internet and Microsoft Office suite of
• Proficient in the use and deployment of CRMs ideally Help Desk and Ticketing systems, automation and workflow tools To drive process and automation

PHYSICAL REQUIREMENTS

This position involves sitting for prolonged periods while working at a computer, attending virtual meetings and engaging in remote communication.
Ability to travel to client locations, farms and trade shows. This may include driving or flying and overnight stays.
Ability to move around farms and livestock facilities, which may include walking on uneven terrain, standing for extended periods and climbing steps.
Ability to work in varying conditions, such as being outdoors, in barns or other agricultural settings with exposure to livestock and potentially loud environments.
Flexibility to work outside standard business hours when visiting farms, attending industry events or responding to urgent client needs.

ROLE OVERVIEW

The Global Director of Customer Service is a leadership position responsible for integrating, overseeing and optimizing Vytelle’s customer service operations on a global scale. This role ensures that customers receive consistent, high-quality service, regardless of their location, while also working to enhance the company’s customer experience (CX) across our Vytelle SENSE and Vytelle ADVANCE portfolios today and any future products or channels. The Director will play a pivotal role in designing and automating processes, integrating teams, and ensuring customer interactions are streamlined and consistent to drive customer retention and acquisition aligned with company goals. for The Director role will be tasked with creating a customer service department that is capable to develops and maintains Standard Operating Procedures (SOPs), lead customer acquisition, qualification, and handoff, deploy a ticketing system, manage and automate scheduling, issue resolution, administrative support for contracts, warranties and billing. The Director will ensure that all customer interactions are managed efficiently and effectively, driving satisfaction and loyalty through consistent, high-quality service This role demands strong cross-functional leadership, process creation and process improvement skills and a commitment to operational excellence.