Director, Customer Service

About the role

Transform the Mactac Customer Service organization into a strategic, enterprise-wide competitive advantage. Build the systems, processes, talent, and culture required to deliver a world-class customer experience. 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

• Customer Service Platform Development
  • Service Platform Strategy: Design and implement a scalable customer service operating model that supports growth, efficiency, and consistent service excellence.
  • Process Standardization: Build and institutionalize best practices, workflows, and service standards across all customer touchpoints.
  • Technology Enablement: Lead the adoption and optimization of CRM, ERP, knowledge bases, and automation tools to improve speed, accuracy, and transparency.
  • Voice of Customer Integration: Establish Voice of the Customer (VOC) programs that convert customer insights into actionable improvements and strategic recommendations.
• Team Leadership & Development
  • Talent Development: Build a high-performing team through coaching, training, and establishing clear performance expectations.
  • Culture Building: Create a culture of accountability, continuous improvement, and customer obsession.
  • Performance Management: Set KPIs, monitor results, and drive accountability and improvement through data-driven coaching and operational rigor.
  • Workforce Planning: Assess staffing needs, optimize team structure, and ensure the right capabilities are in place for future growth.
• Operational Excellence
  • Service Quality Management: Ensure consistent, high-quality service delivery across all channels.
  • Issue Resolution Leadership: Oversee escalation management, root-cause analysis, and corrective action implementation.
  • Cross-Functional Alignment: Partner with Sales, Operations, Supply Chain, IT, and Finance to ensure seamless customer experiences and aligned service priorities.
  • Metrics & Reporting: Build 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: Position customer service as a differentiator that drives retention, loyalty, and brand strength.
  • Customer Experience Innovation: Identify emerging customer needs and develop new service capabilities that enhance the company's market position.
  • Executive Collaboration: Influence strategic planning, contribute to annual operating plans, and represent the Customer Service function at the leadership level.

Requirements

• 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.

About the company

Headquartered in Stow, Ohio, Mactac was founded as Morgan Adhesives Co. in 1959. For over 65 years, we've been manufacturing and distributing pressure-sensitive adhesive (PSA) materials 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 with a product lineup covering many diversified fields.

Location & Physical Requirements

Location: Stow, Ohio

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%