Customer Service Director

4 days ago

Mansfield Center, Massachusetts, United States JJ Haines Full time

Position Summary

We are seeking a strategic and hands-on Customer Service Director to lead our service operations in the dynamic world of floor covering wholesale distribution. This role is responsible for ensuring exceptional customer experiences across all touchpoints — from order entry to delivery — while optimizing team performance, systems, and processes to support our dealer and contractor network.

Key Responsibilities

Lead and develop a high-performing customer service team, in multiple locations, that supports flooring dealers, contractors, and commercial clients across multiple regions.

Will be responsible for in-person, as well as remote management team members.

Travel Requirements will be monthly to other remote locations.

Oversee order management, including entry, tracking, fulfillment, and issue resolution for a wide range of flooring products (hardwood, vinyl, carpet, tile, etc.).

Collaborate with warehouse, logistics, and sales teams to ensure accurate and timely deliveries, especially during seasonal surges and product launches.

Implement service KPIs (e.g., order accuracy, response time, fill rate) and use data to drive continuous improvement.

Resolve escalated customer issues with professionalism and urgency, maintaining strong relationships with key accounts.

Champion CRM and ERP system optimization, ensuring seamless integration between sales, inventory, and service workflows.

Train and coach staff in product knowledge, communication skills, and industry-specific service standards.

Stay current on flooring trends, product lines, and distributor best practices to anticipate customer needs and support sales growth.

Qualifications

7+ years of customer service leadership experience, preferably in wholesale distribution, building materials, or flooring.

Strong knowledge of floor covering products and the needs of B2B customers (dealers, installers, designers).

Experience with ERP systems (e.g., Dancik, SAP, NetSuite) and CRM platforms.

Proven ability to lead teams through change, scale operations, and improve service metrics.

Excellent communication, conflict resolution, and cross-functional collaboration skills.

Bachelor's degree in business, Supply Chain, or related field preferred.

Why Join Us?

Be part of a growing, family-oriented company with deep roots in the flooring industry.

Influence the ultimate customer experience strategy at a regional and national level.

Work with a passionate team that values quality, service, and long-term relationships.

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