Customer Service Director

21 hours ago


Shelbyville, Kentucky, United States IPL Full time

Job Title: Director of Customer Service

Job Summary:

The Director of Customer Service will lead and manage the customer service team for IPL North America. This role is responsible for ensuring customer satisfaction by proactively managing and resolving customer issues, overseeing service processes, and collaborating with internal teams to meet business objectives.

Key Responsibilities:

  • Lead and manage a team of customer service professionals, fostering a culture of excellence, collaboration, and continuous improvement.
  • Proactively manage and resolve customer issues, ensuring prompt communication, transparency, and direct interaction to ensure satisfactory outcomes for both the customer and the company.
  • Identify opportunities to streamline and enhance customer service processes, implementing best practices to reduce response times and improve overall efficiency.
  • Establish and monitor key performance indicators (KPIs) to track team performance, customer satisfaction, and service quality.
  • Collaborate with internal teams such as sales, production, supply chain, and finance to ensure seamless communication and resolution of customer-related issues.
  • Build and maintain strong relationships with key customers, acting as the point of escalation for any complex issues and ensuring their needs are met.

Requirements:

  • Bachelor's degree in Operations Management or a relevant field preferred.
  • 8+ years of experience in customer service management or a like commercial role, with at least 3 years in a leadership role.
  • Experience in the manufacturing or plastics industry is highly preferred.
  • Proven ability to lead and develop high-performing teams.
  • Strong problem-solving and conflict resolution skills, with a proactive approach to customer issue management.
  • Excellent communication and interpersonal skills including consulting, influencing, and negotiation skills.
  • Demonstrated experience in collaborating cross-functionally.
  • Strong analytical skills and the ability to translate data into actionable insights.
  • Ability to perform consistently aligned with IPL Values.
  • Available to travel as needed.


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