Director of Customer Service

The Director of Customer Service leads a dynamic team of Customer Account Managers and Customer Support Specialists committed to delivering exceptional service and building long-term customer relationships. This role is responsible for setting the vision, strategy, and execution of customer service operations to ensure the team provides best-in-class experiences while balancing service excellence with operational efficiency.

The ideal candidate will leverage data-driven insights, technology, and team engagement to elevate performance, drive continuous improvement, and create a true competitive advantage through customer satisfaction and loyalty.

This position is 100% on-site

What You Will Be Doing

• Direct and coordinate all customer service programs and order management activities.
• Define customer service programs and work with the team to illustrate how effective service solutions build customer relations and assist in increased sales.
• Develop and deliver proactive and responsive service solutions which will drive process and capability improvements.
• Promote a culture of positive engagement where team members feel valued.
• Lead the activities and actions of the Customer Service team to ensure issues are handled with a sense of urgency and focus on root cause determination.
• Collaborate with the prepress, estimating and supply chain departments to execute a smooth order fulfillment process.
• Work closely with the sales team to gain a thorough understanding of customer accounts to be able to provide coaching and support to the customer service team.
• Ensure processes are created and maintained to proactively identify and elevate issues that could adversely affect customers.
• Support the sales team in communicating service and operational value propositions to customers.
• Coordinate continual training efforts to assist the team with enhancing their abilities to provide exceptional customer service and to meet defined performance measures.
• Build, coach and develop all levels of team members by defining goals and objectives, establishing metrics, measuring performance and taking corrective action when necessary.
• Establish career paths and growth opportunities for all positions within the customer service team.
• Act as an agent for change and continuous improvement.