Basic Purpose

The Director of Customer Service, Americas will oversee all post-sales activities and customer interactions for Tate's product lines in the Americas region, including access floors, structural ceilings, and containment. The Director of Customer Service, Americas will be responsible for managing a team across multiple production and office facilities in Maryland, Pennsylvania, and Virginia, ensuring the highest level of customer satisfaction.

Responsibilities

Leads and inspires a team of 10+ employees across various locations, providing guidance, coaching, and professional development opportunities.
Fosters a positive and collaborative team culture focused on delivering exceptional customer service.
Oversees the entire post-sales process, from order placement to product delivery, ensuring seamless customer experiences.
Acts as the Voice of the Customer across the organization identifying key needs and corporate weaknesses to improve customer experience.
Manages and resolves customer complaints, evaluating issues to identify root causes and implementing corrective actions.
Evaluates estimates and determines appropriate credits for customers, balancing customer satisfaction with the financial health of the organization.
Collaborates closely with sales, engineering, product development, project managers, and quality teams to manage customer relationships effectively.
Acts as a liaison between customer service and other departments to address customer concerns and enhance overall customer satisfaction.
Keeps the ERP and/or CRM systems up to date with accurate and relevant information regarding customer interactions.
Utilizes data and reports from these systems to analyze customer trends and make informed decisions.
Develops and implements efficient processes and workflows to streamline the customer experience and improve overall service delivery.
Continuously assesses and refines customer service procedures to enhance operational efficiency.
Utilizes and develops KPI’s and other metrics to improve process and represent team during monthly director review meetings.
Maintains awareness of individual contribution to and impact of the quality, safety, environmental, and product compliance policies and activities; reports all quality issues, unsafe acts, and unsafe conditions to the proper personnel.

Qualifications

Bachelor’s degree in business administration, management, or a related field. MBA is a plus.
Proven experience in customer service leadership, preferably in a manufacturing or construction-related industry.
Strong understanding of ERP and/or CRM systems.
Excellent interpersonal and communication skills.
Ability to make data-driven decisions and effectively manage a team across multiple locations.
Problem-solving skills with the ability to evaluate and resolve customer complaints.