Director Customer Service

Bioscience Laboratories • Oak Brook, IL

269d • $127,000 - $216,000

About The Position

For over 50 years, Sterigenics, part of the Sotera Health Company, has delivered safer, smarter and more productive contract sterilization solutions for the medical device and pharmaceutical industries, using Ethylene Oxide (EO), Gamma and Electron Beam (E-Beam) irradiation. The company also provides process capabilities for Food Safety and High-Performance Specialty Materials using Gamma and Electron Beam technologies. With its headquarters in Oakbrook, Illinois, the business employs over 1,800 people in 48 global locations across 13 countries, Sterigenics is able to offer more choices of location as well as the widest range of advanced technological solutions and support services to its customers. Sterigenics focuses on long-term partnerships with customers. By thoroughly understanding a customer's needs, the company delivers the most appropriate and cost-effective solutions. From concept to market, Sterigenics customers can choose from a comprehensive range of solution-driven services in process design, testing, validation, regulatory support and routine operation from one quality accredited source. The Customer Service Director is responsible for developing and driving the strategic direction of the company's customer experience and service processes. This role focuses on optimizing service operations, enhancing customer satisfaction, and ensuring alignment with business goals. Although this position does not have direct reports, it requires close collaboration with Customer Service Managers, Supervisors, and cross-functional teams to implement best practices, streamline processes, and foster a customer-first culture across the global organization.

Requirements

• Bachelor's degree in business or related field required (Masters preferred).
• A minimum of 10 years of progressive experience in customer service leadership, strategy development, or customer experience management.
• A minimum of 3 years of leadership and/or Management experience required.
• ERP experience required; JDE Edwards E1 experience preferred.
• Fluency in English (reading, writing, and speaking) required; bilingual or secondary language skills (writing and speaking) are a bonus.
• Strong attention to detail and accuracy.
• Familiarity with CRM systems, AI-driven service solutions, and digital customer service platforms.
• Strong problem-solving skills and ability to work in a fast-paced, dynamic environment.
• Ability to manage multiple priorities efficiently.
• Strong communication and influencing skills.
• Action-oriented with a focus on execution excellence.
• Effective collaboration within a matrix organization.
• Strong interpersonal skills to build relationships across teams and levels.
• Passion for continuous improvement, actively seeking and sharing best practices from both within and outside of the organization, with a strong willingness to serve as a champion for change.

Responsibilities

• Develop and implement customer service strategies & metrics that aligns with Sterigenics' goals and vision.
• Evaluate and optimize customer service policies, workflows, and processes to improve efficiency and effectiveness.
• Serve as a key advisor to customer service leadership, providing insights, training, and recommendations to improve service delivery.
• Establish, monitor, mentor, and lead the training and development of the customer service team, ensuring they are equipped to provide excellent service aligned with established key performance metrics.
• Ensure consistency in customer service behaviors and processes across facilities, reinforcing a 'One Company' harmonized experience.
• Develop strategies and actionable tasks to improve customer retention and reduce churn, including proactive customer outreach.
• Develop and oversee customer service performance standards and KPIs, working indirectly with supervisors and managers to ensure achievement of service goals, continuous improvement and overall positive customer experience.
• Manage customer feedback loops to ensure insights are shared with relevant teams to drive service improvements.
• Analyze industry trends and best practices to continuously improve the customer service function.
• Develop and maintain training materials.
• Partner with General Managers to evaluate skills, processes, and performance of the customer service team in executing customer service tasks.
• Collaborate with IT and Operations to leverage technology solutions (CRM, GPS, E-Quote, etc.) to enhance service delivery, improve response times, and drive customer satisfaction.
• Provide staffing and training recommendations to General Managers and Commercial Operations Manager.
• Work with the Finance team and Customer Service teams as necessary to ensure efficient order-to-cash process by addressing facility deficiencies in invoicing and PO management practices.
• Facilitates accurate and consistent execution of the annual FDA product listing process, and product categorization for new items by facility personnel.
• Act as a liaison between the Customer Service, Sales, and Contracts & Pricing teams to ensure an excellent end-to-end customer experience.
• Serve as co-process owner of GPS customer portal (GPS/ASN with operations).

Benefits

• Medical, Rx, Dental, Vision, Disability, Life Insurance, Health Savings and Flexible Spending Accounts.
• 401(k) program with Company match that immediately vests.
• Paid holidays, vacation and sick time.
• Free financial planning assistance.
• Paid parental leave.
• Education assistance.
• Voluntary benefits including Critical Illness, Accident, Hospital Indemnity and Pet Insurance.
• Employee Assistance Program (EAP).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree