Director, Customer Service

Job Description

Job Description

The Director, Customer Service is responsible for transforming the Mactac Customer Service organization into a strategic, enterprise‑wide competitive advantage. This role will build the systems, processes, talent, and culture required to deliver a world-class customer experience. The Director will elevate the team from a transactional support function to a proactive, insight‑driven platform that strengthens customer loyalty, accelerates growth, and differentiates the company in the marketplace.

Responsibilities include:

Customer Service Platform Development

• Service Platform Strategy - Designing and implementing a scalable customer service operating model that supports growth, efficiency, and consistent service excellence.
• Process Standardization - Building and institutionalizing best practices, workflows, and service standards across all customer touchpoints.
• Technology Enablement - Leading the adoption and optimization of CRM, ERP, knowledge bases, and automation tools to improve speed, accuracy, and transparency.
• Voice of Customer Integration - Establishing Voice of the Customer (VOC) programs that convert customer insights into actionable improvements and strategic recommendations.

Team Leadership & Development

• Talent Development - Building a high‑performing team through coaching, training, and establishing clear performance expectations.
• Culture Building - Creating a culture of accountability, continuous improvement, and customer obsession.
• Performance Management - Setting KPIs, monitoring results, and driving accountability and improvement through data‑driven coaching and operational rigor.
• Workforce Planning - Assessing staffing needs, optimizing team structure, and ensuring the right capabilities are in place for future growth.

Operational Excellence

• Service Quality Management - Ensuring consistent, high‑quality service delivery across all channels.
• Issue Resolution Leadership - Overseeing escalation management, root‑cause analysis, and corrective action implementation.
• Cross‑Functional Alignment - Partnering with Sales, Operations, Supply Chain, IT, and Finance to ensure seamless customer experiences and aligned service priorities.
• Metrics & Reporting - Building dashboards and reporting frameworks that provide visibility into service performance and customer trends. Regularly review what's working and what isn't, focusing on continuous improvement

Strategic Impact

• Competitive Advantage Development - Positioning customer service as a differentiator that drives retention, loyalty, and brand strength.
• Customer Experience Innovation - Identifying emerging customer needs and developing new service capabilities that enhance the company's market position.
• Executive Collaboration - Influencing strategic planning, contributing to annual operating plans, and representing the Customer Service function at the leadership level.

Qualifications include:

• Bachelor's degree in a relevant field and a minimum of 10 years of progressive customer service leadership experience is required. In lieu of a degree, a high school diploma or GED and a minimum of 15 years of progressive customer service leadership experience is required.
• Prior leadership experience in a business-to-business customer service environment is required.
• Proven success building or transforming customer service teams and platforms.
• Prior experience in multi-site or multi-business manufacturing, distribution or similar industry environments is preferred.
• Prior experience developing VOC programs and customer experience strategies is highly desirable.
• Strong analytical, problem‑solving, and decision‑making skills.
• Demonstrated ability to lead through change and scale operations.
• Expertise in CRM/ERP systems and customer service technologies.
• Exceptional communication and leadership skills with a customer‑centric mindset.

Scope:

• Decision Impact: Company-wide
• Department Responsibility: Customer Service
• Management Responsibilities Level: Leader
  • Direct Reports: Yes
  • Indirect Reports: Yes
• Location: Stow, Ohio
• Physical Requirements:
  • Office: The person in this position normally works in an office environment with a significant amount of time spent sitting at a desk, utilizing a PC and telephone. The position requires some walking within the building and lifting up to 20 pounds.
• Travel: Up to 25%

 

Company Overview:

Headquartered in Stow, Ohio, Mactac was founded as Morgan Adhesives Co. in 1959 by the late entrepreneur Burton (Burt) Morgan. Along with financial backing from Bemis Co. and a business model that focused on providing high quality products, innovative solutions and superior customer service, Mactac flourished. For over 65 years, we've been manufacturing and distributing pressure-sensitive adhesive (PSA) materials that are used in label printing, graphic design, packaging, retail display, fleet graphics, automotive assembly, medical device assembly, and more. Today, Mactac employs more than 1,100 people and has operations in the United States, Canada and Mexico.

Mactac's parent company, LINTEC, is a leading company in the field of adhesive materials. The product lineup covers many diversified fields including not only adhesive papers and films for seals and labels, but also shatter-proof window films, adhesive sheets for outdoor signs, interior finishing mounting sheets, automobile-use adhesive products, semiconductor-related tape, and LCD-related adhesive products.

Mactac pressure sensitive adhesives are used in a wide range of markets and industries, and our business is structured accordingly. We are a vertically integrated organization comprised of five business units – each specially designed to meet the unique needs of our customers.

 

Disclaimers:

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

It is the policy of Mactac that all employees are employed at the will of Mactac for an indefinite period and are subject to termination at any time, for any reason, with or without cause or notice. At the same time, employees may terminate their employment at any time and for any reason.

Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status or any other consideration prohibited by law or contract.

We will not accept unsolicited resumes from agencies. Please do not send agency resumes to our website or Mactac and affiliated employees.

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