Job Summary:Reporting to the Senior Vice President of Customer Operations, the Senior Director of Customer Service is responsible for setting the strategic direction, governance, and operational oversight of customer service activities across a flexible packaging converting manufacturing organization. This role leads a hybrid customer service model with both centralized and site-based responsibilities across 10 manufacturing facilities located throughout the United States and Aurora, Ontario, Canada. The position ensures a consistently high-quality customer experience, alignment with sales and operations, and strong service performance that supports long-term customer relationships.
Key Responsibilities:- Establish and execute a comprehensive customer service strategy aligned with organizational objectives, operational capabilities, and customer expectations.
- Provide enterprise-level leadership for a customer service organization operating within a combination of centralized and decentralized models.
- Ensure consistent customer service standards, processes, and performance measures across all North American facilities.
- Serve as the senior escalation point for complex customer issues, ensuring timely resolution and preservation of customer relationships.
- Partner closely with Sales, Operations, Supply Chain, Quality, Human Resources and Finance leadership to align order fulfillment, service commitments, and customer communications.
- Drive continuous improvement initiatives related to order management, communication flow, issue resolution, and service efficiency.
- Oversee customer service contribution to Sales and Operations Planning (S&OP) and demand management processes.
- Analyze customer service performance data, trends, and feedback to identify risks, opportunities, and improvement priorities.
- Ensure compliance with company policies, regulatory requirements, and contractual service commitments.
- Leadership & Staffing: Building and developing a high performing team. Setting clear performance expectations and holding teammates accountable for performance.
- Compliance: Ensuring adherence to legal regulations and company policies. Ensuring compliance with all regulatory, safety, food contact, and environmental requirements.
Leadership and People Management:- Provide direct leadership and performance management for customer service managers with responsibility for regional, facility-based, or functional teams.
- Build, coach, and develop a high-performing customer service leadership team capable of supporting multi-site manufacturing operations.
- Ensure appropriate staffing models, role clarity, and succession planning across customer service functions in North America.
- Promote a culture of accountability, collaboration, and customer focus throughout the customer service organization.
- Support change management efforts associated with process improvements, system enhancements, and organizational growth.
- Collaborate with Sales leadership to support customer growth, retention, and strategic account initiatives.
- Work with Operations and Supply Chain teams to proactively address capacity constraints, scheduling challenges, and service risks.
- Partner with IT and business systems teams to optimize customer service tools, ERP usage, and reporting capabilities.
Required Skills and Qualifications:- Strong ability to lead, motivate, and manage diverse teams. Proven track record of building high performing teams. Minimum of 5 years in leading teams.
- Effective interpersonal skills for both internal and external stakeholders.
- Problem-solving skills to address operational issues.
- Demonstrated experience with budgeting, P&L management, and cost management.
- Extensive leadership experience in customer service, order management, or commercial operations within a manufacturing or industrial environment.
- Demonstrated experience leading customer service organizations supporting multiple manufacturing facilities.
- Strong understanding of make-to-order or mixed-mode manufacturing environments and the interaction between sales, production, and customer service.
- Proven ability to lead through influence in highly cross-functional environments.
- Experience managing leaders and building scalable organizational structures across geographically dispersed teams.
- A college or graduate degree in business administration or a related field is preferred.
Leadership Competencies:- Visible, hands-on leader who can inspire, engage, and develop teams.
- Data-driven decision maker with the ability to balance speed and discipline.
- Proven change leader comfortable driving transformation and growth.
- Excellent communication and relationship-management skills with internal and external stakeholders.
- Change leadership capabilities within complex, multi-site organizations.
- High level of professionalism, judgment, and customer advocacy.
Additional Job Functions:- Complies with all general Company-wide standard operating procedures (SOP's) and any job or department specific SOP's.
- SOP's may cover the areas of (but are not limited to)
- Employee Health and Safety
- GFSI (Safe Quality Food packaging) and GMP (good manufacturing procedures) focused on eliminating contaminates in all packaging manufactured.
- SGP (Sustainable Green Printer) environmental regulatory procedures and SOP's
- Must work within productivity standards and completes work in a timely manner.
- Special Projects & other duties as necessary
Physical Demands:- Role spans 10 manufacturing facilities across the United States and Aurora, Ontario, Canada.
- Position requires regular interaction with both centralized and site-based customer service teams.
- Infrequent travel to manufacturing facilities and key customer locations as business needs dictate.
Other Details:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
