Customer Service Director

Who We Are

On July 1, 2025, IPL Plastics merged with Schoeller Allibert to form IPL Schoeller (the ‘company’). The Company’s operations are split across North America (11 manufacturing plants) and Europe (16 manufacturing plants).

The company is headquartered in Dublin, Ireland. IPL Schoeller is a leading manufacturer of sustainable rigid packaging solutions across a range of end market segments including returnable transit packaging, consumer and industrial packaging, environmental containers and agricultural packaging. The company employs c.4,100 employees across North America (1,600 employees) and Europe (2,500 employees.)

The role

The Customer Service Director is responsible for leading and evolving the customer service strategy across multiple markets within the region. This role plays a pivotal part in ensuring exceptional customer experiences, operational efficiency, and team engagement. In this role, you will collaborate closely with sales, operations, supply chain, and product development teams to drive improvements that positively impact the customer experience. A key focus of the role is to drive post-merger integration efforts, harmonizing service delivery models, systems, and cultures across newly combined entities. The successful candidate will be a strategic leader with deep expertise in customer service operations, change management, and stakeholder engagement.

Qualifications & Experience

• Bachelor’s degree in business, Operations, or a related field will be advantageous
• Professional certifications in Change Management, Six Sigma, or Customer Experience are a plus.
• 10+ years of progressive leadership experience in customer service or operations, with at least 5 years in a regional or multi-market role.
• Must have experience in a comparable role in a multi-plant manufacturing environment.
• Proven track record of leading post-merger integration initiatives, including systems, teams, and culture.
• Strong understanding of customer service technologies (CRM, ticketing systems, automation tools).
• Experience managing large, diverse teams across multiple geographies.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Demonstrated ability to drive strategic change and deliver measurable improvements in customer satisfaction.

Benefits

- Department: Customer Service

- Role: Customer Service Director

- Locations: Multiple locations

- Yearly salary: $129,780 - $150,000