Customer Service Director

Allpax • Oconomowoc, WI

1d • Hybrid

About The Position

At ProMach, we’re looking for people who want to shine. You’ll have
opportunities to take your career in the direction you want. You can be
creative. Strategic. Persuasive. Influential. A mechanical marvel. A customer
service authority. Meticulous. A closer. A futurist.

You’ll be challenged and rewarded. Improve our customers’ packaging performance
and efficiency every day. Help build the future of packaging automation. We’re
proud of that and hope you will be too.

Do we have your attention? Keep reading.

CL&D has a great opportunity for a Customer Service Director in Oconomowoc, WI.
This is a hybrid position, two days at home and three in the office.

Requirements

• Bachelor’s degree preferred; equivalent experience considered.
• 10+ years of progressive customer service or account management experience, preferably in printing, manufacturing, or related industries.
• 5+ years of leadership experience managing supervisors or managers.
• Strong leadership, communication, and problem-solving skills.
• Ability to navigate competing priorities in a fast-paced, production-driven environment.
• Organized, detail-oriented, and data-driven approach to decision-making.
• Proficiency in Microsoft Office and experience with ERP and CRM systems.
• Ability to communicate effectively with customers and internal teams at all levels.

Nice To Haves

• Experience supporting or managing prepress, artwork, or technical production workflows within printing or packaging environments preferred.

Responsibilities

• Lead and oversee the Customer Service and Account Management teams, including supervisors, team leads, and customer service professionals.
• Establish service standards, performance expectations, and processes that support CL&D’s printing, production, and delivery commitments.
• Provide direction and support for complex customer situations, escalations, pricing issues, and service recovery.
• Champion a customer-focused approach that balances responsiveness, quality, and operational realities of a print manufacturing environment.
• Oversee management of customer accounts from order receipt through production, shipping, and post-delivery support.
• Ensure consistent handling of customer requirements related to specifications, artwork revisions, materials, scheduling, quality concerns, and change management.
• Partner with Sales and Account Services on onboarding new customers, new business transitions, and product launches.
• Maintain strong relationships with key customers and participate in strategic customer meetings as needed.
• Provide leadership and oversight for the Prepress department, ensuring alignment with Customer Service, Sales, and Operations.
• Ensure effective coordination between customer service teams and prepress workflows related to artwork intake, revisions, approvals, and release to production.
• Establish priorities and standards for prepress execution to support on-time production and minimize rework, delays, and errors.
• Partner with Operations and Quality to ensure artwork, specifications, and print standards are clearly communicated and adhered to.
• Support implementation and optimization of systems, tools, and processes related to artwork management, proofing, and customer approvals.
• Escalate and resolve complex issues involving artwork changes, customer revisions, or conflicting priorities.
• Work closely with Operations, Scheduling, and Quality to align customer-driven changes, artwork readiness, and production timing.
• Develop and mentor supervisory and leadership talent within Customer Service and Prepress.
• Ensure consistent training, performance management, and professional development for teams.
• Support workforce planning, staffing models, and succession planning for sustained growth.
• Foster a collaborative, accountable, and high-performance work environment.

Benefits

• Salary is only a part of a well-developed compensation program. As a Pro Mach employee, you receive more than just a paycheck. Total compensation includes your pay (base salary), very comprehensive medical/dental programs as well as life insurance, a generous paid time off program, a retirement savings plan with a company match and a wellness program. There is no waiting period for benefits—you are eligible on your first day of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1-10 employees