Director of Customer CareApplication Deadline: 25 September 2026
Department: Sales & Account Management
Employment Type: Permanent - Full Time
Location: Iselin
Reporting To: Leslie Griffith
Compensation: $130,000 - $140,000 / year
DescriptionAbout the role
- Lead and support the Account Management and Customer Care teams to deliver high-quality client services, including EPR reporting, billing, and other contracted services.
- Ensure clients receive timely, accurate, and responsive support, with a strong focus on satisfaction and long-term retention.
- Guide clients through industry and regulatory requirements, including evolving EPR compliance obligations.
- Work closely with Sales, Operations, Compliance, and Commercial Development teams to align client needs with business goals.
- Ensure accurate client data collection, reporting, billing, and payment processing.
- Identify opportunities to strengthen client relationships, increase engagement, and expand services.
- Develop tailored solutions and service offerings that meet client needs and support business growth.
- Provide clients with training, guidance, and support to help them understand and meet their compliance requirements.
- Establish and maintain high customer service standards, including prompt responses, proactive support, and effective issue escalation.
- Partner with internal teams to improve processes, streamline service delivery, and enhance the overall client experience.
- Identify and implement opportunities to improve processes, services, and customer engagement.
- 20% Travel within U.S. and Canada
What we need from you- Bachelor's degree in Business, Sustainability, or a related field
- 15+ years of experience in account management
- 10+ years in progressively senior leadership roles
- 10+ years of experience in sustainability, environmental compliance, or a related business field.
- Strong Microsoft Office skills, particularly in SharePoint and PowerPoint
- Excellent verbal and written communication skills, with the ability to create and deliver professional presentations to external clients
- Strong data management and reporting skills
What we offer- Professional development and training programs are provided to support continuous learning and career growth.
- Comprehensive employer-paid health and dental benefits are available from the date of hire.
- A competitive 401(k) plan with employer matching contributions is offered to support your long-term financial goals.
- Employees benefit from a dynamic and international working environment at RLG Americas.
