Director of Customer Service

Key Highlights

The Director of Customer Service role combines strategic leadership with operational excellence to deliver a best-in-class customer experience. This leader will champion EDI, OCR, and AI initiatives to improve Order-to-Cash performance and oversee the optimization of master data in the IFS ERP system, including pricing, contracts, and product master data, while maintaining accurate records and strong data integrity.

Key Responsibilities

• Strategic Leadership: Develop and execute comprehensive Customer Service and Data Management strategies that align business objectives and support company growth initiatives
• Team Management: Lead, mentor, and develop a team of Customer Service Representatives and Data Management professionals across multiple locations and channels
• Operational Excellence: Establish and monitor key performance indicators (KPIs), including response times, resolution rates, customer satisfaction scores, and cost per contact
• Process Optimization: Identify opportunities for process improvement, implement automation solutions, and streamline workflows to enhance efficiency and customer experience
• Budget Management: Develop and manage departmental budgets, forecast resource needs, and optimize operational costs while maintaining service quality
• Technology Implementation: Evaluate, select, and implement customer service technologies including helpdesk platforms, communication tools, EDI, OCR, AI, etc.
• Data Management: Create, update, and validate customer records to ensure accuracy and consistency across the organization
• Collaboration: Work with various departments (sales, marketing, finance) to align customer data with business needs and compliance requirements
• Data Governance: Implement and manage data governance policies to maintain data integrity and compliance with internal and external standards
• Quality Assurance: Perform regular data quality checks and audits to identify and correct discrepancies in customer data
• Training and Support: Provide training to staff on best practices for data entry and management to ensure high-quality data maintenance
• Reporting: Generate reports and dashboards to monitor the health and status of customer master data, facilitating informed decision-making
• Cross-functional Collaboration: Partner with Sales, Marketing, Finance and Operations teams to address customer needs and improve overall customer experience
• Customer Insights: Analyze customer feedback and service data to identify trends, pain points, and opportunities for business improvement
• Crisis Management: Lead response efforts during service disruptions, escalations, or crisis situations to minimize customer impact

Requirements

• Must-Have Qualifications: Bachelor’s degree in business administration, Operations, or related field. 8+ years of customer service leadership experience with team management responsibilities. 5+ years of experience in manager or director-level roles. Proven track record of managing Customer Service teams. Experience with customer service technologies (CRM, helpdesk, chat platforms). Strong analytical skills, attention to detail, and proficiency in data management tools (e.g., IFS, SAP, Oracle). Excellent communication and presentation skills for executive-level interactions. Experience with budget management and resource planning. Ability to travel to GCX plant locations to work face-to-face with the on-site teams.
• Helpful Qualifications: Master’s degree in business administration (MBA) or related field. Familiarity with data governance principles and practices is also beneficial. Experience in SaaS, technology, or high-growth companies. Six Sigma, Lean, or other process improvement certifications. Knowledge of customer success and retention strategies. Experience with AI/chatbot implementation in customer service.

What We Offer

• Competitive annual salary based on experience plus bonus program participation
• Benefits Package: Comprehensive health, dental, and vision insurance coverage, 401k, STD/LTD and generous PTO
• Flexible Work Environment: Hybrid work options with modern office facilities
• Team Building Budget: Resources for team development and department initiatives