The
Director of Customer Service leads a dynamic team of Customer Account Managers and Customer Support Specialists committed to delivering exceptional service and building long-term customer relationships. This role is responsible for setting the vision, strategy, and execution of customer service operations to ensure the team provides best-in-class experiences while balancing service excellence with operational efficiency.
The ideal candidate will leverage data-driven insights, technology, and team engagement to elevate performance, drive continuous improvement, and create a true competitive advantage through customer satisfaction and loyalty.
**This position is 100% on-site**
What You Will Be Doing- Direct and coordinate all customer service programs and order management activities.
- Define customer service programs and work with the team to illustrate how effective service solutions build customer relations and assist in increased sales.
- Develop and deliver proactive and responsive service solutions which will drive process and capability improvements.
- Promote a culture of positive engagement where team members feel valued.
- Lead the activities and actions of the Customer Service team to ensure issues are handled with a sense of urgency and focus on root cause determination.
- Collaborate with the prepress, estimating and supply chain departments to execute a smooth order fulfillment process.
- Work closely with the sales team to gain a thorough understanding of customer accounts to be able to provide coaching and support to the customer service team.
- Ensure processes are created and maintained to proactively identify and elevate issues that could adversely affect customers.
- Support the sales team in communicating service and operational value propositions to customers.
- Coordinate continual training efforts to assist the team with enhancing their abilities to provide exceptional customer service and to meet defined performance measures.
- Build, coach and develop all levels of team members by defining goals and objectives, establishing metrics, measuring performance and taking corrective action when necessary.
- Establish career paths and growth opportunities for all positions within the customer service team.
- Act as an agent for change and continuous improvement.
Requirements
- Strong written and verbal communication skills
- Understanding of change management principles
- Supply chain knowledge & understanding
- Progressive customer service experience in a manufacturing environment, ideally the folding carton packaging industry
- Problem solving
- Ability to quickly identify and analyze risks and develop options for complex business solutions
- Strategic planning
- Leadership skills with a demonstrated focus on teamwork
- Project management
- Advanced computer capabilities
- Office365
- ERP (ideally Epicor)
Experience- Minimum 5 years' managerial experience of a customer service or sales team
- Collegiate level coursework with the preference placed on a Bachelor's Degree
- Experience working directly with and presenting to senior leaders and executives
Benefits & Perks- Medical Insurance - We provide a choice of three medical plans. All three plans provide comprehensive medical and prescription drug coverage. The plans also offer many resources and tools to help you maintain a healthy lifestyle.
- Dental Insurance - Our dental plans offer you the freedom and flexibility to use the dentist of your choice. Our dental insurance covers routine checkups, cleanings, and other necessary dental procedures.
- Vision Insurance - We provide vision insurance that helps cover the costs of eye exams, glasses, and contact lenses.
- Health Savings Account (HSA) - Our benefits package includes a Health Savings Account (HSA), giving you a tax-advantaged way to pay for qualified medical costs and save for future healthcare needs.
- Flexible Spending Accounts - We offer two types of Flexible Spending Accounts (FSAs): a Medical FSA to cover eligible healthcare costs, and a Dependent Care FSA to help with childcare or elder care expenses. Both allow you to set aside pre-tax funds.
- Life Insurance and AD&D - We provide basic life insurance coverage for all employees at no cost. You also have the option to purchase supplemental life insurance for yourself, your spouse, and your children.
- Disability Insurance - To protect your income in case of illness or injury, we offer both short-term and long-term disability insurance, fully paid for by the company. You can also choose to purchase additional short-term disability coverage for even greater financial security.
- Commuter Benefits - We offer commuter benefits that allow you to use pre-tax dollars to pay for eligible transportation expenses like transit passes, carpooling, and parking.
- Employee Assistance Program - Life is full of challenges and sometimes balancing them is difficult. We are proud to provide a confidential program dedicated to supporting the emotional health and well-being of our employees and their families.
- Vacation Time - We believe in the importance of work-life balance and provide paid vacation time to all employees. The amount of vacation time you accrue increases with your tenure at the company.
- Personal Time - Exempt employees receive paid personal time to use for short-term absences due to personal needs, appointments, or other unexpected events. This time is separate from vacation time.
- 401K Retirement - We offer a 401(k) plan to help you build a secure retirement. You can contribute a portion of your paycheck on a pre-tax or Roth basis, and we also provide a company match to further boost your savings.
- Paid Parental Leave - We offer paid parental leave to eligible employees following the birth or adoption of a child, providing time to bond with and care for your new family member.
Salary Description
90,000-120,000
