Director of Customer Service

A business‑to‑business distributor supporting commercial and industrial operations is seeking an experienced customer service leader.

Key Responsibilities:

• Provide strategic leadership to a customer service organization supporting long‑term customer accounts and ongoing order fulfillment
• Oversee service operations tied to order processing, production coordination, and delivery execution
• Serve as the primary escalation point for account‑level and systemic service issues
• Partner closely with operations, warehouse, drivers, and sales leadership to ensure consistent account execution
• Monitor service performance across accounts to identify recurring issues, root causes, and operational trends
• Drive practical, cross‑functional improvements to workflows, communication, and handoffs to reduce repeat issues
• Develop and coach supervisors and frontline leadership to strengthen accountability, ownership, and service consistency
• Align customer service priorities with broader operational and business objectives

Requirements

• Bachelor’s degree in a business‑related field preferred
• Several years of experience in customer service, including prior people leadership
• Experience setting direction and using performance metrics to drive improvement
• Solid technical aptitude with the ability to learn new systems and support team adoption
• Effective problem‑solving and decision‑making skills
• Strong numerical and analytical capability

Equal Opportunity Employer/Veterans/Disabled

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