Director of Customer Srvc & Strategic Accnts

Full Time Department Lead Inventive Group, Mountain Home, , US

22 days ago Requisition

Salary Range: $75,000.00 To $ Annually

Director of Customer Service & Strategic Accounts

MOUNTAIN HOME, IDAHO

Location:

On-site, Mountain Home, Idaho | Travel: 20-40% | Full-Time, Exempt

Base Salary Range: $75,000 - $100,000 DOE

Inventive Group is hiring a Director of Customer Service & Strategic Accounts to build and lead the customer service organization across all of our brands. Today customer service is distributed with no single owner. This role exists to change that - you will set the standards, build the team, and own the service experience our dealers and customers get.

The role carries a second accountability that sets it apart from a conventional service management job. Our strategic accounts are won on terms and kept on performance - quote turnaround, order accuracy, warranty resolution, and the quality of the daily relationship. Those outcomes belong to this seat.

• Lead five direct reports across territory customer service, support and front-of-house, with functional oversight of a sixth.
• Own order-to-cash service standards - quote turnaround, order accuracy, warranty cycle time, and first-pass resolution.
• Own servicing and retention for our strategic accounts, in partnership with the Director of Sales.
• Build and own the Customer Service career ladder, training standards, and onboarding.
• Hold the pairing discipline between each Customer Service Representative and the Territory Sales Representative they support.
• Route recurring warranty causes to Engineering and Operations as improvement input rather than case by case.
• Apply and sustain Lean practice in the service area - 6-S, Kata coaching, PDCA.

• 5+ years leading a customer service, inside sales, or account management team, including hiring, performance management and development.
• Experience in a manufacturing, wholesale or dealer-channel environment where order accuracy and lead time drive customer satisfaction.
• Demonstrated ability to define service standards and hold a team to them consistently.
• Working command of ERP and CRM systems, including building and interpreting service and sales reporting.
• Comfort handling an escalated customer directly.
• Bachelor's degree in Business or a related field, or equivalent experience.
• Ability to travel 20-40%, including overnight.

• A 40-year-old premium brand in towing, recovery and work truck equipment, manufactured in Idaho.
• A company rebuilding its commercial organization from the ground up - you will help shape it, not inherit it.
• Lean and Toyota Production System practice applied throughout the business, including in sales and service.
• Direct access to the CEO and to Engineering; short path from a customer problem to a product change.
• A genuine build role - you define the function rather than maintaining someone else's version of it.