Director of Customer Service

Director of Customer Service –
Hamilton Company

Hamilton Company is a worldwide leader in the design and manufacture of manual, semi‑automated and robotic products for precision fluid measuring. We specialize in the development, manufacturing and customization of precision measurement devices, automated liquid handling stations, and sample management systems. For more than 60 years, Hamilton has been satisfying customer needs by combining quality materials with skilled workmanship, ensuring the highest level of performance of every precision fluid measuring device we manufacture.

The Director of Customer Service is a leadership role responsible for designing and leading a modern, data‑driven, and highly automated customer service organization. This role oversees all customer service operations, leveraging technology, analytics, and best‑in‑class processes to deliver an exceptional end‑to‑end customer experience across all Hamilton Company business channels.

The Director sets the vision and operating model for customer service, with a strong focus on automation, self‑service, AI‑enabled tools, workforce optimization, and continuous improvement. This role is accountable for measurable gains in first‑contact resolution, customer satisfaction, Net Promoter Score, operational efficiency, and employee engagement.

• Establish and drive a long‑term customer service strategy aligned with Hamilton Company’s business objectives and growth plans.
• Set the strategic direction for customer service operations in alignment with broader business objectives.
• Develop, implement, and maintain customer service policies, procedures, and standards.
• Define and communicate the customer service vision and roadmap across the organization.

• Lead, mentor, and develop customer service specialists and representatives.
• Identify training needs and develop programs to enhance team performance and capability.
• Foster a high‑performing, customer‑centric culture focused on accountability and continuous improvement.

• Own day‑to‑day customer service operations to ensure consistent, high‑quality support across all channels (phone, email, chat, Hub Spot, ERP, web, and other digital platforms).
• Monitor key customer service performance metrics and identify opportunities for improvement.
• Implement workforce management practices (forecasting, scheduling, real‑time management) to optimize coverage, productivity, and service levels.
• Establish and continuously refine standard operating procedures to reduce variability, rework, and hand‑offs. Oversee the resolution of escalated customer issues, acting as a point of contact for complex or sensitive cases.

• Drive digital transformation initiatives within customer service, including the evaluation and implementation of AI‑enabled tools and automation.
• Design and optimize end‑to‑end processes where possible – partner with IT and Business Systems to ensure robust integrations between CRM (e.g., Hub Spot), ERP, logistics, and other core platforms.
• Oversee systems for capturing, tracking, and analyzing customer feedback, inquiries, and service metrics.
• Standardize and continuously improve processes to increase efficiency, reduce hand‑offs, and improve first‑contact resolution.
• Build and maintain dashboards and reporting to provide real‑time visibility into performance, trends, and risk areas.

• Partner closely with Sales, Logistics, Product Management, Production, Technical Support, Finance, and other departments to improve the end‑to‑end customer journey.
• Establish closed‑loop feedback mechanisms to turn customer feedback (surveys, complaints, product issues) into actionable insights for Sales, Product Management, Engineering, and operations.
• Represent the Customer Service function in cross‑functional projects and business reviews.

• Develop, manage, and optimize the customer service departmental budget.
• Ensure appropriate staffing levels, tools, and resources to meet service level expectations.
• Support workforce planning and capacity management based on…