Director of Customer Service

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Make a meaningful impact by shaping the customer experience for Accord Carton, a leading folding carton manufacturer. The Director of Customer Service leads a team of Customer Account Managers and Customer Support Specialists committed to delivering exceptional service, strengthening partnerships, and driving business success. This is a high‑impact leadership role that combines strategy, people development, and cross‑functional collaboration to deliver operational excellence and customer loyalty.

• Lead and coach a talented customer service team to deliver best‑in‑class customer experiences.
• Collaborate across departments—including Prepress, Estimating, Supply Chain, and Sales—to ensure smooth order fulfillment and proactive communication.
• Translate customer insights into process improvements and service innovations that enhance value and efficiency.
• Drive a culture of engagement, accountability, and continuous improvement.
• Use metrics, technology, and data to optimize team performance and strengthen customer relationships.
• Mentor future leaders by building career paths and capability development programs.

• Exceptional written and verbal communication skills, with the ability to influence and collaborate across all levels of the organization.
• Proven leadership experience with a focus on developing teams, strengthening engagement, and driving results.
• Strong strategic planning and project management abilities to deliver on business objectives.
• Deep understanding of manufacturing operations and supply chain processes, ideally within the folding carton or packaging industry.
• Expertise in customer service management, including process improvement and customer relationship development.
• Skilled in change management with a track record of guiding teams through transformation and growth.
• Strong problem‑solving and analytical skills; able to identify risks, assess impacts, and implement effective solutions.
• Proficient in leveraging technology, CRM, and ERP systems (Epicor experience preferred) to optimize service delivery.
• Advanced computer literacy, including Microsoft Office 365.

• Minimum five years’ managerial experience leading customer service or sales teams in an enterprise or manufacturing environment, ideally within the folding carton or packaging industry.
• Demonstrated track record developing and coaching high‑performing teams through periods of growth, change, and transformation.
• Extensive experience collaborating with senior leaders and presenting business cases, performance metrics, and strategic recommendations to executive stakeholders, including board‑level communications.
• Proven success driving cross‑functional initiatives with supply chain, operations, and sales to optimize service delivery and order management processes.
• Experience in budgeting, strategic planning, and process improvement at a department or enterprise level.
• Strong familiarity with ERP systems (preferably Epicor) and customer service technology platforms, including data analytics and CRM tools.
• Advanced project management experience, including leading large‑scale service or technology implementations.
• Bachelor’s degree preferred in business, operations, communications, or related field; master’s degree (MBA) or relevant professional certification (CCXP, PMP, Six Sigma) is an asset.

• 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…