Primary Purpose:The Director, Customer Solutions, leads a team of Order Entry Coordinators, Resolution Specialists, and the Sales Administration team. This role oversees daily operations, ensures service excellence, drives process improvements, and fosters strong relationships with customers, partners, and internal teams. In addition, the Director strengthens cross-functional alignment, ensures the team delivers an exceptional customer experience while meeting business goals, and supports scalable growth as the business expands.
What You'll Do:- Lead, mentor, and develop a high-performing Customer Solutions team supporting North America to consistently deliver performance targets, such as Order Entry Time and Accuracy, Delivered by Customer Requested Date, and Customer Response SLA metrics to exceed customer expectations.
- Own the end-to-end Customer Solutions workflow, including order management, issue resolution, escalations, and customer communication to drive customer obsession, operational excellence, and process improvement.
- Ongoing partnership with sales and finance to provide accurate sales target achievement and period-end forecast.
- Serve as the primary escalation point for complex customer issues, ensuring prompt response to meet both internal and external customer satisfaction, and conduct root cause analysis to implement preventive actions.
- Create and refine SOPs to ensure consistency, efficiency, and compliance., implement performance dashboards and reporting tools to track service levels and present results/action plans to senior leadership.
- Collaborate with sales, Sales Program Management, supply chain, and finance teams to optimize cross-functional processes and resolve complex issues.
What You'll Need:- Bachelor's degree in Business Administration, Communications, or a related field; maybe substituted with equivalent experience.
- Minimum of 5 years of experience in a customer service-focused role.
- Minimum of 3 years of leadership or management experience overseeing a customer service team with 10+ direct reports.
- Professional proficiency in English, including reading, writing, speaking, and listening.
- Strong customer-focused mindset and commitment to delivering exceptional service.
- Solution-oriented with strong problem-solving skills.
- Ability to adapt and thrive in a fast-paced environment.
- Strong strategic thinking and decision-making abilities.
- Excellent organizational and time management skills.
Functional skills:
- Proven track record of driving Customer Service excellence and leading teams in a fast-paced, growth environment.
- Strong analytical, problem-solving, and decision-making skills.
- Exceptional communication and interpersonal abilities.
- Expertise in customer service tools and systems; SAP and Salesforce preferred
- Ability to work collaboratively across departments and manage multiple priorities.
- Experience with change management and implementing new technologies
- Competency in Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams, SharePoint).
- Knowledge of analytic tools (PowerBI, Qlik, etc.).
Physical Requirements:
- Sitting or standing at a desk while using the phone and computer
- Ability to occasionally lift up to 25 pounds with or without assistance
Overview:
- Type of employment: Full-time
- FLSA: Exempt
- Workplace type: Hybrid up to 4 days a week in office - Office: Irvine, CA
- Travel: Less than 5%
What We Offer:
- Comprehensive Medical, Dental, and Vision Coverage with a generous employer contribution
- 401(k) Retirement Plan with company match to help you plan for the future
- Company-Paid Life Insurance for added peace of mind
- 12 Paid Holidays to recharge and spend time with what matters most
- Additional Voluntary Benefits and Employee Discount Programs
- A Positive, Inclusive Work Culture that genuinely values work-life balance
- Onsite gym
- Eligible for an annual bonus
Compensation:Salary range of $160,000 - 180,000 commensurate with experience.
If you're looking for an opportunity to make an impact, grow your career, and be part of a dynamic, collaborative team, SEB Professional North America is the place for you. Apply today and take the next step in your career journey.
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