Director- Customer Service

We are seeking an experienced Director of Customer Service to lead our team during a period of rapid growth. This position will oversee a team of approximately 50 employees under multiple business verticals, providing customer care, various value-added services, and billing for our 300+ customers. This full-time salaried position will report to the Vice President of Operations.

DUTIES AND ACCOUNTABILITIES:

• Build and sustain a positive workplace and motivated team in a fast-paced and demanding environment.
• Develop/improve customer service processes to deliver a positive experience for customers and end users.
• Create and execute operating plans that meet customer expectations and maximize internal efficiencies.
• Identify and analyze customer service trends to proactively address issues and improve service delivery.
• Implement and optimize customer service technologies and tools to enhance efficiency and effectiveness.
• Build and maintain strong relationships with key clients, understanding their unique needs and challenges.
• Serve as a point of escalation for complex customer issues, ensuring timely and effective resolution.
• Develop and present regular reports to senior leaders on customer service performance and key metrics.
• Collaborate with internal teams to support evolving customer expectations and required system expertise.
• Assist with team recruitment and manage team performance and productivity.
• Utilize data to drive strategic decision-making and optimize customer service operations.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES:

• Ability to lead, successfully develop employees and communicate objectives.
• Excellent collaboration skills; able to effectively influence WSI's multi-functional leadership team.
• Ability to successfully drive continuous improvement to increase productivity and profitability.
• Effective in planning and organizing work activities.
• Ability to gain our customers' confidence by providing best-in-class service.
• Skilled in making critical decisions with sound judgment.
• Comfortable working in a dynamic and rapidly growing environment.
• Experience with and knowledge of customer service and operational best practices.
• Strong analytical skills and proficiency in Microsoft Office tools.
• Knowledge of customer service software (i.e. Zendesk) , Warehouse and Order Management Systems (WMS/OMS).
• A basic understanding of workforce management platforms (i.e., UKG).

PREFERRED EDUCATION AND EXPERIENCE:

• Bachelor's degree in business or related field.
• Minimum of 5+ years' experience in customer service leadership.
• Experience working in a supply chain-related area (3PL, E-Commerce, Logistics) is preferred.

PHYSICAL CAPABILITIES AND REQUIREMENTS:

• Travel in a car and an airplane 10-15% of the time.
• Ability to sit for extended periods within an office environment in Neenah, Wisconsin.
• Ability to use hands and fingers for computer keyboarding, and answer phone calls.
• Ability to communicate via the telephone using speaking and hearing skills.

BENEFITS AND TOTAL REWARDS

• Competitive wages, and opportunities for advancement.
• Medical, Dental, Vision, Critical Illness, Accident, and Flexible Spending Plans available.
• Company-paid Short/Long-term Disability, Life Insurance, and Employee Assistance plans.
• Company-paid Time-Off (PTO), Holiday Pay, and Sick Leave (where required).
• Retirement 401(k) Plan with Discretionary Employer Match and Profit Sharing.

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