Director of Customer Service (DCS)

Job Title: Customer Service Director

Classification: Exempt
Bonus Eligible: Yes

Summary:

The Customer Service Director is a senior leadership role responsible for overseeing and driving the strategy, performance, and development of the Customer Service department. This position will ensure the delivery of exceptional customer experiences, aligning customer service goals with broader organizational objectives to increase customer satisfaction, loyalty, and retention. The Director will lead a team of customer service representatives, implement best practices, optimize processes, and drive the continuous improvement of the customer service function.

This role requires a strategic mindset with a focus on customer-centric outcomes, strong leadership skills, and the ability to foster collaboration across cross-functional teams, including Sales, Supply Chain, and Operations. The Customer Service Director will also serve as a key point of escalation for complex customer issues and provide data-driven insights to senior leadership on service performance and customer trends.

Responsibilities Include, but are not limited to:

Team Leadership:

• Lead, mentor, and develop the customer service team, ensuring the effective performance and engagement of customer service managers and representatives.
• Establish department-wide goals and key performance indicators (KPIs), and drive continuous improvement initiatives.
• Foster a high-performance culture by promoting teamwork, collaboration, and a customer-centric focus.
• Manage talent acquisition, training, and development programs for the customer service team to enhance individual and team capabilities.

Customer Experience & Support:

• Oversee the order management and customer support processes, ensuring timely and accurate order entry, fulfillment, and issue resolution.
• Serve as the point of escalation for complex customer issues, working to resolve challenges and maintain customer satisfaction.
• Monitor customer interactions to ensure they meet established service standards and proactively identify opportunities for improvement.

Process Optimization & Strategy:

• Drive process improvements and technological solutions to enhance the efficiency of the customer service function and improve the overall customer experience.
• Develop and maintain policies, procedures, and training materials to ensure consistent, high-quality service delivery.
• Lead strategic initiatives to optimize workflows and integrate best practices across the department.

Collaboration & Communication:

• Partner with senior leaders across departments, including Sales, Operations, and Supply Chain, to align customer service activities with business goals and customer expectations.
• Build and maintain strong relationships with key customers, serving as a trusted partner to gather feedback and ensure ongoing satisfaction.
• Provide regular updates to senior leadership on customer service performance, trends, and opportunities for growth.

Reporting & Analytics:

• Oversee the collection, analysis, and reporting of customer service metrics, including response times, resolution rates, and customer satisfaction scores.
• Utilize data-driven insights to identify trends, root causes of issues, and opportunities for performance improvement.
• Prepare and present detailed reports on customer service performance and service improvement initiatives to senior leadership.

Compliance & Quality Assurance:

• Ensure that all customer service activities comply with company policies, industry regulations, and quality standards.
• Support continuous improvement initiatives by gathering and acting on customer feedback, ensuring effective resolution of service issues.
• Maintain accurate and up-to-date records of customer interactions, orders, and resolutions.

Continuous Improvement:

• Champion a culture of continuous improvement by driving strategic initiatives that enhance service quality, operational efficiency, and customer satisfaction.
• Identify and implement best practices and new technologies to streamline customer service operations.

Additional Duties:

• Occasional travel may be required to meet with customers or attend industry events and training.
• Perform other related duties as assigned by senior leadership.

Job Requirements:

• Bachelor’s degree in business administration, Customer Service Management, or a related field.
• 8+ years of experience in customer service or related roles, with at least 5 years in a leadership or management position.
• Proven track record of leading and developing high-performing customer service teams.
• Knowledge of order management systems, CRM platforms, and customer service best practices.
• Strong problem-solving and decision-making skills with a customer-first approach.
• Exceptional interpersonal, communication, and relationship-building skills, capable of influencing both internal teams and external customers.
• Experience with data analysis, reporting, and using insights to drive decision-making.
• Strong organizational and time management skills, with the ability to handle multiple priorities effectively.
• Familiarity with the food manufacturing or food additives industry is a plus.
• Willingness to travel occasionally for customer visits or industry events.

Acknowledgments The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.