Steve Kidder
Director of Customer Service - Carolina Biological Supply Company
- Role
- Director of Customer Service at Carolina® Science
- Location
- Winston-Salem, NC, US
- LinkedIn followers
- 500 followers
Experience
Director of Customer Service
Jul 2014 — Present · Whitsett, NC, US
Provide day-to-day leadership, direction and development to 15 operations and support leaders and 55+ Customer Care Professionals in a Multi-Channel, Customer Support Center. Develop, implement and manage department annual operating budget of $3 million. This highly visible, collaborative role interfaces with senior business leaders across the organization to develop and initiate Customer Success/Experience strategies while executing organizational objectives. Responsible for all support centers activities to include multi-channel customer support (voice, live chat and email), multi-channel order entry (Mail, Fax, Web, Email, Amazon, E-procurement orders) into ERP (JD Edwards), enterprise back office support, technical support, workforce management and staffing, training and quality functions. Manage Carolina’s Net Promoter Score (NPS) Program, driving Carolina towards a customer centric and continuous improvement culture to attain higher levels of customer loyalty and profitable business growth.
Education
State University of New York College at Potsdam
BA, Economics
1987 — 1991
Skills
- Bpo
- Service Delivery
- Operations Management
- Call Center
- Customer Retention
- Customer Satisfaction
- Call Center Development
- Business Strategy
- Telemarketing
- Workforce Management
- Process Improvement
- Vendor Management
- Call Centers
- Inbound Marketing
- Leadership
- Outsourcing
- Performance Management
- Crm
- Customer Experience
- Management
- Contact Centers
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