Director of Customer Services & Fulfillment - Solution Tree, Inc.

           REMOTE/Work From Home Position – Some Travel (including overnight) Required
                             Candidates Should Reside in the Bloomington, Indiana area.

Solution Tree

About Us:

Solution Tree delivers comprehensive professional development to schools and districts around the world. We empower K–12 educators to raise student achievement through a wide range of services and products including educator conferences, customized district solutions for long-term professional development, books, videos, and online courses. When you join Solution Tree, you join a highly regarded team that is dedicated to providing quality and excellence in professional development. Guided by our mission, vision, and values, our team is united under one goal – to transform education worldwide to ensure learning for all. If you have the passion and skill to help further Solution Tree’s mission, we want to hear from you.

Employees Enjoy:

• Innovative, team-oriented environment
• Working with leading voices and rising stars in staff development
• A compensation package that includes competitive pay and benefits such as medical, dental, and vision insurance plans, 401k, paid time off, and more.
• Doing work that matters

Position Summary
The director of customer service and fulfillment position will direct and oversee the customer service operations that focus on delivering high-quality customer service. The person in this role must be able to work independently to resolve both customer and associate issues and be comfortable responding to issues via phone, email, and text.

Summary of Essential Job Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Managing a team of customer service representatives to ensure their performance is up to standard
• Ensuring that customer concerns are handled in a timely manner and that customers are satisfied with the resolution of their issues
• Monitoring customer satisfaction levels to identify areas of concern and make improvements to meet customers’ needs
• Ensuring that all staff are trained in effective communication skills and knowledgeable about products or services offered by the company
• Responding to customer complaints and inquiries via email, phone or live chat
• Reviewing customer feedback on products or services to identify opportunities for improvement
• Maintaining stock of inventory to ensure order fulfillment
• Managing the operations of the local Venture warehouse
• Working with vendors to ensure CS goals and processes are maintained-this includes 3 warehouses in US and CA, shipping vendors and printers
• Work with other department heads to ensure process and procedures are maintained in company interest-includes working with Dev team on tech products/sales and process improvements that work for all departments and functions
• Annual inventory for all companies and stock reconciliation
• Represent CS in interdepartmental conversations of process improvements to yield efficiencies.
• Responsible for invoice approvals of department vendors.

Competencies
Business Acumen.
Change Agent.
Collaboration Skills.
Communication Proficiency.
Decision Making.
Initiative.
Leadership.
Problem Solving/Analysis.
Results Driven.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m.  Occasional evening and weekend work may be required as job duties demand.

Travel
Occasional

Required Education and Experience

• Bachelor’s degree (BS/BA) in business administration or related field leadership role
• 4 or more years of experience managing.

Remote Work Environment and Personal Obligation Management

As a remote-first company, we are committed to providing our team members with the flexibility to work from anywhere. However, to maintain our standards of excellence and ensure uninterrupted productivity, we have specific expectations regarding the remote work environment.

Dedicated Workspace: Employees are expected to establish a dedicated, quiet workspace that is free of distractions. This environment should be conducive to professional activities and mirror the focus and privacy one would expect in an in-office setting.

Personal Obligations: While we recognize the challenges of balancing professional responsibilities with personal obligations, including childcare, we rely on our team members to manage these aspects effectively during work hours. It is essential that personal obligations do not impede work commitments. Employees are responsible for arranging appropriate care or support to ensure they can dedicate their full attention to their work tasks without interruption.

We believe these practices are key to fostering a productive and respectful remote working culture, where every team member can contribute their best work. We evaluate candidates based on a holistic view of their qualifications, including but not limited to their skills, experience, and education. Our goal is to offer a competitive compensation package that reflects the value we believe each employee brings to our team. The final salary for the position will be determined after a thorough evaluation of the successful candidate's relevant qualifications in relation to our compensation structure, which is designed to reward contributions and performance.

Our Company's Rooted Commitment to Attractive Benefits

• Employee Discounts
• Paid Vacation and Holidays (including generous personal time to celebrate holidays not listed on the company calendar)
• Employee Assistance Program (EAP)
• 401k Retirement Plan with Employer match
• Health Insurance Plans (medical, dental, vision)
• HSA and Flexible Spending Accounts (ie. childcare and many more)
• Employer-paid Short-Term Disability (STD) and Basic Life Insurance. 
  • Optional Long-Term Disability (LTD) and additional coverage for Life and AD&D
• Compliance with FMLA and state-specific leave laws for necessary time off

Request for Reasonable Accommodation

If you need reasonable accommodation to fulfill an application due to a recognized disability under applicable law, kindly email HumanResources@SolutionTree.com. Please be aware that this email is intended solely to respond to specific requests for assistance related to completing the application as an accommodation for a disability. Other inquiries will not be addressed.

Disclaimers

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Solution Tree is an Affirmative Action - Equal Employment Opportunity Employer.

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