Director, Customer Service Order Mgmt

Conectiv Supply Chain Solutions•Memphis, TN

11d•Onsite

About The Position

The Director, Customer Services leads strategic client relationships and drives service excellence across manufacturing, distribution, transportation, and related service functions. As the primary customer-facing leader for assigned accounts, this role partners with customers and internal operations teams to identify process improvements, resolve service issues, monitor SLA/KPI performance, and share executive-level reporting through business reviews and ongoing performance discussions. The Director also leads and develops the customer service team, ensuring appropriate coverage, accountability, communication, and execution in support of client needs. The role is accountable for strong customer partnerships, meeting contractual commitments, and translating operational performance into actionable insights that improve client satisfaction, retention, and business outcomes. The job operates onsite five days per week in a professional office environment and routinely uses standard office equipment. Minimal travel may be required for customer meetings, business reviews, site visits, or internal leadership meetings. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Bachelor’s degree in business management, supply chain, marketing, or a related field preferred, or an equivalent combination of education, training, and experience required.
A minimum of 5 years of experience in account management, client services, customer success, operations, or supply chain services.
Experience leading customer-facing business reviews, performance meetings, and executive-level service discussions.
Strong understanding of SLA/KPI management, operational scorecards, service-level reporting, and performance improvement plans.
Experience managing customer escalations, service recovery plans, corrective actions, and executive-level communication.
Ability to analyze operational data, identify trends, communicate insights, and recommend corrective actions.
Ability to influence cross-functional teams and drive accountability without direct reporting authority.
Strong presentation skills and ability to communicate complex operational performance clearly to customers and senior leadership.
Experience leading process improvement, root-cause analysis, corrective action planning, and cross-functional execution.
Ability to lead, coach, and develop a customer-facing team, including performance management, workload prioritization, coverage planning, and accountability routines.

Nice To Haves

Director-level experience preferred.
Power BI, advanced Excel, dashboard/reporting tools, and AI-enabled productivity tools preferred.

Responsibilities

Lead strategic client relationships across assigned accounts, serving as the primary customer-facing leader for service performance, issue resolution, reporting, and continuous improvement.
Partner with customers and internal operations teams to align manufacturing, planning, distribution, transportation, customer service, IT, and support functions with client expectations and contractual requirements.
Develop, analyze, interpret, and present customer-facing SLA/KPI reporting, including performance updates, trends, root-cause findings, and recommended corrective actions.
Prepare and lead customer business reviews, including presentation materials, performance scorecards, service trends, operational updates, improvement plans, and key takeaways.
Analyze data from multiple systems and reporting sources to identify trends, performance gaps, root causes, risks, and opportunities for improvement.
Translate operational performance data into executive summaries, dashboards, customer-facing insights, business impacts, risks, and recommended actions for customers and internal leadership.
Lead cross-functional process improvement initiatives to improve service levels, reduce recurring issues, improve reporting visibility, and enhance client satisfaction.
Serve as the senior escalation point for customer concerns, service issues, reporting needs, product complaints, non-contract pricing questions, and new service requests.
Develop corrective action plans with internal teams, ensuring clear ownership, timelines, communication cadence, and measurable outcomes.
Track process improvement initiatives through completion and communicate status, risks, progress, and results to customers and internal leadership.
Monitor contract requirements and SLA performance to ensure the company and client are operating within agreed expectations.
Proactively identify customer risks, demand changes, retail/customer practice changes, and operational constraints that may affect service delivery.
Manage customer communication and expectations related to IT projects, reporting enhancements, service changes, and operational initiatives.
Supervise, coach, and develop direct reports by setting expectations, performance standards, coverage plans, development goals, and accountability routines.
Lead team planning for workload coverage, customer assignments, escalation support, training needs, and changes to team structure as business needs evolve.
Collaborate with peers and leadership to evaluate team performance, staffing needs, coverage models, customer support requirements, and organizational structure.
Maintain strong working partnerships with customers and internal teams to support customer retention, service excellence, and long-term business growth.