Director of Customer Service

The Director of Customer Service leads a dynamic team of Customer Account Managers and Customer Support Specialists committed to delivering exceptional service and building long-term customer relationships. This role is responsible for setting the vision, strategy, and execution of customer service operations to ensure the team provides best-in-class experiences while balancing service excellence with operational efficiency.

The ideal candidate will leverage data-driven insights, technology, and team engagement to elevate performance, drive continuous improvement, and create a true competitive advantage through customer satisfaction and loyalty.

This position is 100% on-site

What You Will Be Doing

• Direct and coordinate all customer service programs and order management activities.
• Define customer service programs and work with the team to illustrate how effective service solutions build customer relations and assist in increased sales.
• Develop and deliver proactive and responsive service solutions which will drive process and capability improvements.
• Promote a culture of positive engagement where team members feel valued.
• Lead the activities and actions of the Customer Service team to ensure issues are handled with a sense of urgency and focus on root cause determination.
• Collaborate with the prepress, estimating and supply chain departments to execute a smooth order fulfillment process.
• Work closely with the sales team to gain a thorough understanding of customer accounts to be able to provide coaching and support to the customer service team.
• Ensure processes are created and maintained to proactively identify and elevate issues that could adversely affect customers.
• Support the sales team in communicating service and operational value propositions to customers.
• Coordinate continual training efforts to assist the team with enhancing their abilities to provide exceptional customer service and to meet defined performance measures.
• Build, coach and develop all levels of team members by defining goals and objectives, establishing metrics, measuring performance and taking corrective action when necessary.
• Establish career paths and growth opportunities for all positions within the customer service team.
• Act as an agent for change and continuous improvement.

• Strong written and verbal communication skills
• Understanding of change management principles
• Supply chain knowledge & understanding
• Progressive customer service experience in a manufacturing environment, ideally the folding carton packaging industry
• Problem solving
• Ability to quickly identify and analyze risks and develop options for complex business solutions
• Strategic planning
• Leadership skills with a demonstrated focus on teamwork
• Project management
• Advanced computer capabilities
• Office
  365
• ERP (ideally Epicor)

Experience

• Minimum 5 years' managerial experience of a customer service or sales team
• Collegiate level coursework with the preference placed on a Bachelor's Degree
• Experience working directly with and presenting to senior leaders and executives

Benefits & Perks

• 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 healthcare needs.
• Flexible Spending Accounts - We offer two types of Flexible Spending Accounts (FSAs): a Medical FSA to cover eligible healthcare costs, and a Dependent Care FSA to help with childcare or elder care expenses. Both allow you to set aside pre-tax funds.
• Life Insurance and AD&D - We provide basic life insurance coverage for all employees at no cost. You also have the option to purchase supplemental life insurance for yourself, your spouse, and your children.
• Disability Insurance - To protect your income in case of illness or injury, we offer both short-term and long-term disability insurance, fully paid for by the company. You can also choose to purchase additional short-term disability coverage for even greater financial security.
• Commuter Benefits - We offer commuter benefits that allow you to use pre-tax dollars to pay for eligible transportation expenses like transit passes, carpooling, and parking.
• Employee Assistance Program - Life is full of challenges and sometimes balancing them is difficult. We are proud to provide a confidential program dedicated to supporting the emotional health and well-being of our employees and their families.
• Vacation Time - We believe in the importance of work-life…