The Director of Customer Service

Experience HELM as a unique family business and an attractive employer. Through a constant exchange of ideas, our ultimate goal is to offer our customers future-oriented solutions within our global network. At any time, in any place. This allows us to work proactively and think long-term – in operations, quality management, process optimization, product development and distribution. We are innovation drivers, possibility makers and a reliable partner, all in one. The Director of Customer Service Date: Jul 4, 2026 Location: Tampa, FL, US, 33602 Job Function: Administration Level of Experience: Executive The Director of Customer Service leads, unifies, and advances HAI’s U.S. customer service operations, ensuring end-to-end excellence across the customer lifecycle. This role partners closely with all departments to deliver reliable, scalable service while driving continuous improvement in a complex environment. Key Accountabilities Leadership & Team Management Lead and develop a multi-level customer service organization with a focus on accountability, talent development and cross‑functional training to achieve business objectives Partner cross‑functionally with Commercial Teams, Logistics, Finance, IT, and HR Customer Operations: Own end‑to‑end order‑to‑cash and purchase‑to‑pay processes Ensure high customer satisfaction and service reliability Define, track, and improve KPIs and service metrics Systems & Process Optimization Act as functional co‑lead for SAP S/4 operations Drive workflow standardization and process improvements with ensured data integrity Performance Indicators Order accuracy and fulfillment performance Customer satisfaction, escalation management, resolution timeliness Billing accuracy and dispute reduction SAP data integrity and process compliance Employee engagement, retention, and succession readiness Qualifications Required 7+ years of progressive experience in customer service, operations, or order management 3+ years of people leadership experience, managing multi‑level and/or cross‑functional teams Experience with SAP VIM or similar invoice/document management solutions Hands‑on experience with ERP Systems, SAP S/4 experience Strong working knowledge of end‑to‑Order‑to‑Cash and Purchase‑to‑Pay processes Preferred Background in distribution Exposure to bulk logistics or complex supply chain operations Every day, each one of us contributes to HELM’s success with competence, the highest expertise and unique service. We reward this commitment – not only with international opportunities, possibilities for seminars and further training but also with benefits that offer optimal conditions to reach the perfect work‑life balance. Interested? Join our motivated team and help shape the future of HELM! Even if you do not fulfil all of the requirements in our profile, we encourage you to apply. It is important to us to find the right people who will enrich our team with their motivation and personality! We look forward to receiving your application with all the necessary documents via our application portal. #J-18808-Ljbffr HELM AG