Director of Customer Service

Responsibilities The Director of Customer Service is a leadership role responsible for designing and leading a modern, data-driven, and highly automated customer service organization. This role oversees all customer service operations, leveraging technology, analytics, and best-in-class processes to deliver an exceptional end-to-end customer experience across all Hamilton Company business channels. The Director sets the vision and operating model for customer service, with a strong focus on automation, self-service, AI-enabled tools, workforce optimization, and continuous improvement. This role is accountable for measurable gains in first-contact resolution, customer satisfaction, Net Promoter Score, operational efficiency, and employee engagement. Essential Job Functions: 1. Strategic Leadership Establish and drive a long-term customer service strategy aligned with Hamilton Company's business objectives and growth plans. Set the strategic direction for customer service operations in alignment with broader business objectives. Develop, implement, and maintain customer service policies, procedures, and standards. Define and communicate the customer service vision and roadmap across the organization. 2. Team Management: Lead, mentor, and develop customer service specialists and representatives. Identify training needs and develop programs to enhance team performance and capability. Foster a high-performing, customer-centric culture focused on accountability and continuous improvement. 3. Operational Oversight: Own day-to-day customer service operations to ensure consistent, high-quality support across all channels (phone, email, chat, HubSpot, ERP, web, and other digital platforms). Monitor key customer service performance metrics and identify opportunities for improvement. Implement workforce management practices (forecasting, scheduling, real-time management) to optimize coverage, productivity, and service levels. Establish and continuously refine standard operating procedures (SOPs) to reduce variability, rework, and hand-offs. Oversee the resolution of escalated customer issues, acting as a point of contact for complex or sensitive cases. 4. Technology & Process Optimization: Drive digital transformation initiatives within customer service, including the evaluation and implementation of AI enabled tools and automation. Design and optimize end-to-end processes where possible - Partner with IT and Business Systems to ensure robust integrations between CRM (e.g., HubSpot), ERP, logistics, and other core platforms. Oversee systems for capturing, tracking, and analyzing customer feedback, inquiries, and service metrics. Standardize and continuously improve processes to increase efficiency, reduce handoffs, and improve first-contact resolution. Build and maintain dashboards and reporting to provide real-time visibility into performance, trends, and risk areas. 5. Cross-Functional Collaboration: Partner closely with Sales, Logistics, Product Management, Production, Technical Support, Finance, and other departments to improve the end-to-end customer journey. Establish closed-loop feedback mechanisms to turn customer feedback (surveys, complaints, product issues) into actionable insights for Sales, Product Management, Engineering, and operations. Represent the Customer Service function in cross-functional projects and business reviews 6. Budget & Resource Management: Develop, manage, and optimize the customer service departmental budget. Ensure appropriate staffing levels, tools, and resources to meet service level expectations. Support workforce planning and capacity management based on demand trends. Qualifications Proven experience in building or transforming centralized customer service organizations in a complex, technical, or multi-business-unit environment. Demonstrated track record of setting strategy, implementing standard processes, and delivering measurable improvements in key performance indicators (KPIs) Proven ability to build strong partnerships with Business Unit Leaders, Sales, Technical Support, Finance, Operations, and other stakeholders. Strong analytical skills; uses metrics and data to guide decisions and communicate effectively with leadership. Exceptional leadership and influencing skills, with experience mentoring and developing high-performing teams. Excellent verbal and written communication skills, with the ability to present complex information clearly to diverse audiences Strong organizational and time management skills, with the ability to manage multiple priorities and deadlines in a fast paced environment. Collaborative mindset with the ability to work effectively in cross-functional and matrixed environments. High proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with ERP systems and HubSpot (or similar CRM platforms) is required. Education & Experience Bachelor's degree in Business Administration, Engineering, or related field is required; an advanced degree (e.g., MBA or related) is preferred. 10+ years of progressive experience in customer service, customer operations, or related functions, with at least 5 years in a formal leadership role. Background in Life Sciences, lab instrumentation, industrial automation, or other technical products is strongly preferred. Benefits Competitive Compensation Excellent Benefit Package (medical, dental, vision insurance, paid time off, disability insurance, 401k, tuition reimbursement and much more). Tremendous opportunities for professional growth and advancement. #J-18808-Ljbffr