Director, Customer Service

Director, Customer Service

The Director, Customer Service is responsible for transforming the Mactac Customer Service organization into a strategic, enterprise-wide competitive advantage. This role will build the systems, processes, talent, and culture required to deliver a world-class customer experience. The Director will elevate the team from a transactional support function to a proactive, insight-driven platform that strengthens customer loyalty, accelerates growth, and differentiates the company in the marketplace.

Responsibilities include:

Customer Service Platform Development

• Service Platform Strategy - Designing and implementing a scalable customer service operating model that supports growth, efficiency, and consistent service excellence.
• Process Standardization - Building and institutionalizing best practices, workflows, and service standards across all customer touchpoints.
• Technology Enablement - Leading the adoption and optimization of CRM, ERP, knowledge bases, and automation tools to improve speed, accuracy, and transparency.
• Voice of Customer Integration - Establishing Voice of the Customer (VOC) programs that convert customer insights into actionable improvements and strategic recommendations.

Team Leadership & Development

• Talent Development - Building a high-performing team through coaching, training, and establishing clear performance expectations.
• Culture Building - Creating a culture of accountability, continuous improvement, and customer obsession.
• Performance Management - Setting KPIs, monitoring results, and driving accountability and improvement through data-driven coaching and operational rigor.
• Workforce Planning - Assessing staffing needs, optimizing team structure, and ensuring the right capabilities are in place for future growth.

Operational Excellence

• Service Quality Management - Ensuring consistent, high-quality service delivery across all channels.
• Issue Resolution Leadership - Overseeing escalation management, root-cause analysis, and corrective action implementation.
• Cross-Functional Alignment - Partnering with Sales, Operations, Supply Chain, IT, and Finance to ensure seamless customer experiences and aligned service priorities.
• Metrics & Reporting - Building dashboards and reporting frameworks that provide visibility into service performance and customer trends. Regularly review what's working and what isn't, focusing on continuous improvement.

Strategic Impact

• Competitive Advantage Development - Positioning customer service as a differentiator that drives retention, loyalty, and brand strength.
• Customer Experience Innovation - Identifying emerging customer needs and developing new service capabilities that enhance the company's market position.
• Executive Collaboration - Influencing strategic planning, contributing to annual operating plans, and representing the Customer Service function at the leadership level.

Qualifications include:

• Bachelor's degree in a relevant field and a minimum of 10 years of progressive customer service leadership experience is required. In lieu of a degree, a high school diploma or GED and a minimum of 15 years of progressive customer service leadership experience is required.
• Prior leadership experience in a business-to-business customer service environment is required.
• Proven success building or transforming customer service teams and platforms.
• Prior experience in multi-site or multi-business manufacturing, distribution or similar industry environments is preferred.
• Prior experience developing VOC programs and customer experience strategies is highly desirable.
• Strong analytical, problem-solving, and decision-making skills.
• Demonstrated ability to lead through change and scale operations.
• Expertise in CRM/ERP systems and customer service technologies.
• Exceptional communication and leadership skills with a customer-centric mindset.

Scope:

• Decision Impact: Company-wide
• Department Responsibility: Customer Service
• Management Responsibilities Level: Leader
• Direct Reports: Yes
• Indirect Reports: Yes
• Location: Stow, Ohio
• Physical Requirements:
• Office: The person in this position normally works in an office environment with a significant amount of time spent sitting…