Head of Customer Service Americas - Dallas

Role Profile:
Head of Customer Service – Americas

Department: Customer Service – Americas
Reporting to: VP Operations – Americas
Location: Dallas hub with limited travel as required

Envirotainer provides leasing and purchasing services for temperature‑controlled (active and advanced passive) containers and parcels used in the global transport of temperature‑sensitive pharmaceutical products requiring a strictly controlled environment. The Operations organization includes Customer Service, Service Network, Logistics, and Cold Chain Solutions. Together, these functions ensure availability, reliability, and performance of our cold chain solutions—supporting life‑saving pharmaceutical deliveries worldwide.

The Customer Service function is the primary commercial and operational interface between Envirotainer and its customers. It shapes the customer experience end‑to‑end—from order intake and booking, through execution and monitoring, to post‑shipment support, issue resolution, and order closing for invoicing. With Customer Service Centers supporting global coverage, the Americas team plays a critical role in delivering consistent service quality, strong commercial outcomes, and scalable operations across North and South America.

The Head of Customer Service – Americas is accountable for leading and developing the Americas Customer Service organization and for delivering consistent, high‑quality service performance across the region.

This is a management leadership role for a candidate who is deeply customer‑facing by instinct and experience—someone who has personally built credibility with customers, understands what “great service” looks like in practice, and can translate customer needs into commercially sound, operationally executable decisions
.

The role combines:

• Customer experience leadership (service quality, escalations, strategic accounts support)
• Commercial and financial judgement (balanced decisions that protect margin, cost, and service outcomes)
• Performance management (KPIs that are set intelligently, owned visibly, and consistently achieved)
• People leadership (experienced leader of teams of 8+, able to coach, develop and hold standards).

We are looking for a leader who:

• Brings strong customer experience AND customer service operations experience (not one or the other).
• Has the commercial maturity to make balanced business decisions
  , backed by financial understanding (revenue, cost‑to‑serve, working capital, invoice accuracy, margin awareness).
• Sets clear service KPIs,
  meets them
  , and raises the bar—consistently.
• Has proven experience managing teams of at least 8 people
  , ideally across multiple locations and/or time zones.

Customer Experience & Service Excellence

• Lead the Americas Customer Service teams to deliver best‑in‑class customer experience across all markets and customer segments.
• Act as the senior point of escalation for high‑impact cases and key pharmaceutical clients, ensuring transparent communication and rapid resolution.
• Ensure a strong customer‑centric culture where service quality, speed, and accuracy are non‑negotiable.

Commercial Acumen & Financial Understanding

• Partner closely with Sales/Commercial to support strategic accounts, contract renewals, and service‑level negotiations.
• Make balanced decisions that protect service delivery while managing cost‑to‑serve and operational efficiency.
• Drive invoice readiness through strong order quality and disciplined case resolution, supporting accurate and timely billing.

Performance Management & KPIs

• Own customer service KPIs (e.g., responsiveness, SLA adherence, resolution time, order accuracy, NPS/CSAT, backlog health, team targets).
• Build a performance culture where KPIs are not only set—
  met and improved through clear accountability, coaching, and operational discipline.
• Use data to identify trends, prevent service failures, and proactively improve outcomes.

Operational Leadership & Continuous Improvement

• Define, implement, and continuously improve customer service processes, workflows, and operating models to ensure scalability and consistency.
• Drive…