Director of Customer Service

Job Description

Job Description

Description:

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.

• 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.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.