Director, Customer Solutions
Groupe Seb • Irvine, CA1d • Hybrid
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Director, Customer Solutions
Groupe Seb•Irvine, CA
•Hybrid
About The Position
SEB Professional North America, a subsidiary of Groupe SEB, is a leader in professional coffee machines, with the Schaerer, WMF, and Curtis equipment lines. The Director, Customer Solutions leads the Order Entry Coordinators, Resolution Specialists, and Sales Administration team. The role oversees daily operations, ensures service excellence, drives process improvements, builds strong customer and partner relationships, and supports cross-functional alignment and scalable business growth. The Director leads and develops a high-performing North American team, owns the end-to-end Customer Solutions workflow, and partners with Sales and Finance on sales target achievement and period-end forecasting. The role serves as the primary escalation point for complex customer issues, develops standard operating procedures, implements service-level dashboards and reports, and presents results and action plans to senior leadership. This is a full-time, exempt position with a hybrid arrangement of up to four days per week in the Irvine, California office. Travel is less than 5%.
Requirements
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
- At least 5 years of experience in a customer-service-focused role.
- At least 3 years of leadership or management experience overseeing a customer service team with 10 or more direct reports.
- Professional proficiency in English, including reading, writing, speaking, and listening.
- Strong customer-focused mindset and commitment to exceptional service.
- Solution-oriented approach and strong problem-solving skills.
- Ability to adapt and thrive in a fast-paced environment.
- Strong strategic thinking and decision-making abilities.
- Excellent organizational and time-management skills.
- Proven track record of driving customer service excellence and leading teams in a fast-paced, growth environment.
- Strong analytical, problem-solving, and decision-making skills.
- Exceptional communication and interpersonal abilities.
- Ability to work collaboratively across departments and manage multiple priorities.
- Experience with change management and implementing new technologies.
- Competency in Microsoft Office, including Excel, Word, PowerPoint, Outlook, Teams, and SharePoint.
- Ability to sit or stand at a desk while using a phone and computer.
- Ability to occasionally lift up to 25 pounds, with or without assistance.
Nice To Haves
- Expertise in customer service tools and systems; SAP and Salesforce are preferred.
- Knowledge of analytics tools such as Power BI or Qlik.
Responsibilities
- Lead, mentor, and develop the Customer Solutions team supporting North America to meet performance targets for order-entry time and accuracy, delivery by the customer-requested date, and customer-response SLAs.
- Own the end-to-end Customer Solutions workflow, including order management, issue resolution, escalations, and customer communication.
- Partner with Sales and Finance to provide accurate sales target achievement information and period-end forecasts.
- Serve as the primary escalation point for complex customer issues, respond promptly, conduct root-cause analysis, and implement preventive actions.
- Create and refine standard operating procedures to improve consistency, efficiency, and compliance.
- Implement performance dashboards and reporting tools to track service levels and present results and action plans to senior leadership.
- Collaborate with Sales, Sales Program Management, Supply Chain, and Finance to optimize cross-functional processes and resolve complex issues.
- Drive customer service excellence, operational excellence, and process improvement while supporting business goals and growth.
Benefits
- Comprehensive medical, dental, and vision coverage with a generous employer contribution.
- 401(k) retirement plan with company match.
- Company-paid life insurance.
- 12 paid holidays.
- Additional voluntary benefits and employee discount programs.
- Positive, inclusive work culture that values work-life balance.
- Onsite gym.
- Eligible for an annual bonus.
- Flexible work arrangement between offices.
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What This Job Offers
Job Type
Full-time
Career Level
Director
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