Director - Customer Service

Director of Customer Service- lead customer service department, Ensure service delivery and support to customers and internal stakeholders. Develop strategies to improve order handling, manage a team of customer service representatives, and collaborate with other departments. Drive a continuous improvement mentality and build and develop customer relationships to promote products. Implement customer service strategies that align with strategic goals and enhance customer satisfaction. Implement key performance indicators (KPIs). Lead, mentor, and develop a team of customer service representatives and managers. Oversee customer service staff. Improve customer experience and resolve complex issues. Ensure high-quality service delivery across all customer touchpoints. Implement process improvements to streamline service operations. Develop and maintain service standards and procedures. Work with marketing and product development to address customer feedback and drive product and service improvements. Coordinate with operations to ensure timely order fulfillment. Analyze customer feedback, service metrics. Maintain relationships with key customers. Develop quality assurance processes. Experience in a senior customer service role, preferably in manufacturing. Drive performance improvement. Experience in ERP and CRM systems. D365 experience a plus. Experience with process improvement methodologies such Lean would be a plus.