Director of Customer Service

Director of Customer Experience (Onsite: Hammond, Indiana)

This individual will be responsible for high-level customer relationships, overseeing the daily operations of the customer services department, internal operations coordination with key accounts, and daily interface with production and logistics. This position reports to the Vice President of Sales.

• Map and analyze the customer journey to identify areas for improvement and innovation.
• Develop and implement strategies to improve customer interactions across multiple touchpoints and channels.
• Collaborate with cross-functional teams to align customer experience efforts with business goals and objectives.
• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Act as Change Agent; drive full transition to customer automation interactions.
• Train and educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
• Supervise the daily operations of the customer service department.
• Set customer service goals for team members and help them reach those goals.
• Function as the primary internal contact and manage projects for key accounts; oversee them from initiation to launch, ensuring timely completion and adherence to quality standards.
• Identify areas for improvement in internal operations and implement changes to optimize processes.
• Develop and maintain internal relationships with the plants to understand the weekly and daily production planning schedules (or twice-daily schedules).
• Collaborate with purchasing to maintain raw material costs in the margin calculator.
• When necessary, deliver difficult news confidently and promptly, along with a data-backed recovery plan.
• Manage & distribute customer pricing notifications.
• Manages sample request flow.
• Provide backup support for the company UK sector if needed.
• Complete any other relevant tasks and/or responsibilities as assigned by management.

• Bachelor's Degree in Business Administration or related field is required
  .
• Minimum of 5 years of sales/customer service/account management experience is required
  .
• Experience in lead‑acid battery or related industry is preferred
  .
• EDI/EDI conduit experience is required
  .
• ERP experience required
  . Knowledge of Ross is preferred
  .
• Creativity and resourcefulness with excellent analytical and critical thinking skills.
• Demonstration of strong project management and interpersonal communication skills.
• Prominent level of reasoning capability, including the ability to prioritize and execute individual tasks with moderate direct supervision.