Director, Customer Service - (Rochester, NY)

POSITION OVERVIEW Oversees Canada and US Customer Service and Return Goods, including overall responsibility for day to day Operations of US. Overall responsibility for Canada and US CS meeting performance objectives, ensuring service delivery drives customer satisfaction, well developed engaged employees, strategic planning, directing, forecasting and budget, and staffing. Additionally, serves in a support role for the LatAm countries, ensuring open lines of communication, sharing details, best practices, available technologies, strategic projects to ensure opportunities are made available and all North America Customer Service operations have the opportunity for alignment in service delivery to customers and support of business initiatives. ESSENTIAL FUNCTION Responsible for providing the required leadership and direction to ensure that all Customer Service and Return Goods standards are met. Responsible for overall budgetary staffing to align with business requirements and strategy.