Director, Global Customer Operations

Arclin•Alpharetta, GA

10h

About The Position

The Director, Global Customer Operations is responsible for leading the end-to-end customer operations strategy and execution. This role serves as the key link between customers, commercial teams, supply chain planning, manufacturing, logistics, and finance to ensure exceptional customer experience, operational excellence, and profitable growth. The Director will oversee customer service, order management, customer supply chain collaboration, demand fulfillment, and global customer operations processes. The successful candidate will drive service excellence, improve order-to-cash performance, enhance customer satisfaction, and develop scalable processes to support a global customer base.

Requirements

Bachelor's degree in Business, Supply Chain Management, Operations, Engineering, Chemistry, or related discipline.
10+ years of progressive experience in customer operations, customer service, supply chain, commercial operations, or order management.
5+ years of leadership experience managing global or multi-regional teams.
Strong experience with ERP systems such as SAP, Oracle, or Microsoft Dynamics.

Nice To Haves

MBA or Master's degree preferred.
Experience within chemical manufacturing, specialty chemicals, materials, industrial manufacturing, or related industries preferred.

Responsibilities

Develop and execute a global customer operations strategy aligned with business and commercial objectives.
Lead regional customer service and order management teams across multiple geographies.
Establish a customer-centric culture focused on responsiveness, reliability, and continuous improvement.
Drive global standardization of customer operations processes while accommodating regional requirements.
Serve as the primary escalation point for critical customer issues and business continuity challenges.
Oversee the complete order-to-cash process, including order entry, order management, fulfillment coordination, invoicing support, and customer issue resolution.
Ensure accurate and timely order processing while maintaining compliance with company policies and customer agreements.
Improve order cycle times, first-pass accuracy, and customer satisfaction metrics.
Partner with Finance to optimize credit management, collections support, and dispute resolution processes.
Build strategic relationships with key customers to support supply continuity and service excellence.
Lead customer collaboration initiatives involving forecasting, inventory management, replenishment, and supply planning.
Participate in customer business reviews and executive-level meetings.
Support commercial teams in developing service agreements and customer-specific supply chain solutions.
Establish and monitor service-level agreements (SLAs) and customer performance metrics.
Develop dashboards and reporting systems to provide visibility into customer service performance.
Lead root-cause analysis and corrective actions for service failures.
Drive continuous improvement initiatives that enhance customer experience while reducing operational costs.
Partner closely with Supply Chain, Manufacturing, Procurement, Logistics, Sales, Marketing, Regulatory, and Finance teams.
Align customer demand priorities with production and distribution capabilities.
Participate in Sales & Operations Planning (S&OP) and Integrated Business Planning (IBP) processes.
Support new product introductions, product transitions, and customer onboarding activities.
Lead implementation and optimization of customer service technologies, CRM platforms, ERP systems, and customer portals.
Drive automation of customer-facing processes and reporting.
Utilize analytics to identify trends, improve forecasting collaboration, and optimize service performance.
Champion Lean and continuous improvement methodologies within customer operations.
Ensure adherence to customer requirements, quality standards, and regulatory expectations within the chemical industry.
Maintain governance of customer master data and contract compliance.
Support audits and customer quality reviews as required.
Ensure compliance with export regulations, trade requirements, and hazardous material documentation processes.