Director, Customer Support

Job Description
This position is responsible for managing all aspects of the customer order to cash process across a diverse US and international customer base in support of the Field Sales Organizations. The successful person will manage a department of approximately eight employees and will maintain positive and productive customer-centric relationships with all parties.
Duties and Responsibilities:

Directs all activities of the Customer Support Team to support the goals of the organization.
Leads, mentors, motivates, and trains members of the team to establish outstanding customer relations and operate on-time and efficiently in daily operations.
Ensures compliance with all standard operating procedures, policies, and guidelines.
Works on complex customer issues to facilitate customer satisfaction. Works on internal issues where analysis of data requires in-depth evaluation. Drives change where needed to support customer satisfaction and team efficiency.
Assures compliance with all SOX requirements.
Develops tools and process flows to improve the efficiency and effectiveness of the customer support team in the spirit of continuous improvement.
Measures team effectiveness and uses analysis to improve efficiency.
Drives the overall execution of order processing, i.E., order scheduling, backlog management, etc.Requires attention to detail to meet accounting requirements to include:
Sales Order processing.
RMA returns.
Coordination of shipments and field service installations.
Maintaining customer records.
Invoicing, cash application, credit memos, refunds &
collections.
Manage credit approvals and credit limits.
Develop Strategies, Tactics, and Metrics around customer satisfaction (internal and external) and continuous improvement programs.
Perform detailed revenue accounting and audit support.
Partner with the Operations Department for Inventory and Freight Management.
Able to proactively resolve and/or escalate issues across functions relating to timely shipments, follow-up communications, coordination with manufacturing on product availability to meet customer commitments, and sales targets.
Effectively direct and manage various projects, with ability to prioritize and shift priorities as necessary.
Develop the approved price list for North America and International Sales
Perform other duties as assigned.