Director, Customer Service

Mactac North America•Stow, OH

6d•Onsite

About The Position

The Director, Customer Service is responsible for transforming the Mactac Customer Service organization into a strategic, enterprise‑wide competitive advantage. This role will build the systems, processes, talent, and culture required to deliver a world-class customer experience. The Director will elevate the team from a transactional support function to a proactive, insight‑driven platform that strengthens customer loyalty, accelerates growth, and differentiates the company in the marketplace.

Requirements

Bachelor's degree in a relevant field and a minimum of 10 years of progressive customer service leadership experience is required. In lieu of a degree, a high school diploma or GED and a minimum of 15 years of progressive customer service leadership experience is required.
Prior leadership experience in a business-to-business customer service environment is required.
Proven success building or transforming customer service teams and platforms.
Strong analytical, problem‑solving, and decision‑making skills.
Demonstrated ability to lead through change and scale operations.
Expertise in CRM/ERP systems and customer service technologies.
Exceptional communication and leadership skills with a customer‑centric mindset.

Nice To Haves

Prior experience in multi-site or multi-business manufacturing, distribution or similar industry environments is preferred.
Prior experience developing VOC programs and customer experience strategies is highly desirable.

Responsibilities

Customer Service Platform Development: Designing and implementing a scalable customer service operating model that supports growth, efficiency, and consistent service excellence.
Process Standardization: Building and institutionalizing best practices, workflows, and service standards across all customer touchpoints.
Technology Enablement: Leading the adoption and optimization of CRM, ERP, knowledge bases, and automation tools to improve speed, accuracy, and transparency.
Voice of Customer Integration: Establishing Voice of the Customer (VOC) programs that convert customer insights into actionable improvements and strategic recommendations.
Talent Development: Building a high‑performing team through coaching, training, and establishing clear performance expectations.
Culture Building: Creating a culture of accountability, continuous improvement, and customer obsession.
Performance Management: Setting KPIs, monitoring results, and driving accountability and improvement through data‑driven coaching and operational rigor.
Workforce Planning: Assessing staffing needs, optimizing team structure, and ensuring the right capabilities are in place for future growth.
Service Quality Management: Ensuring consistent, high‑quality service delivery across all channels.
Issue Resolution Leadership: Overseeing escalation management, root‑cause analysis, and corrective action implementation.
Cross‑Functional Alignment: Partnering with Sales, Operations, Supply Chain, IT, and Finance to ensure seamless customer experiences and aligned service priorities.
Metrics & Reporting: Building dashboards and reporting frameworks that provide visibility into service performance and customer trends. Regularly review what's working and what isn't, focusing on continuous improvement.
Competitive Advantage Development: Positioning customer service as a differentiator that drives retention, loyalty, and brand strength.
Customer Experience Innovation: Identifying emerging customer needs and developing new service capabilities that enhance the company's market position.
Executive Collaboration: Influencing strategic planning, contributing to annual operating plans, and representing the Customer Service function at the leadership level.