Customer Experience Director

Talent Wave Associates; Perrysburg (OH); On-site; USD 65,000 - 95,000; Full time

Job summary

Talent Wave Associates is seeking a Customer Service Leader to oversee the Customer Service organization, build a high-performing team, and drive process improvements that elevate service quality and business performance. You will optimize systems, measure impact with metrics, and collaborate across departments to ensure seamless operations.

Required are 5+ years in management and B2B customer service, strong ERP/ACD experience, and advanced Microsoft Office skills, plus excellent communication

Qualifications

• Bachelor’s degree in a business-related field or equivalent experience.
• 5 years of management and progressive B2B customer service experience.
• Strong working knowledge of ERP systems and Automated Call Distribution technology.
• Proficiency and advanced skills in Microsoft Office.
• Excellent verbal and written communication skills, with the ability to influence and collaborate across all levels of the organization.
• Proven ability to lead through change, drive results, and create a positive, high-accountability team environment.
• Strong analytical, organizational, and prioritization skills with a bias for action.

Responsibilities

• Lead, coach, and develop the Customer Service team, including hiring, training, and performance management.
• Establish and monitor key performance metrics, producing reports to improve service levels.
• Oversee daily operations, including order processing and resolution of complex customer issues.
• Design and refine processes and policies to support business needs and system upgrades.
• Manage the Automated Call Distribution system and collaborate with IT on technology solutions.
• Ensure strong cross-departmental communication and serve as a key contact for customers as needed.
• Support margin and revenue initiatives by identifying process improvements and efficient ways of working.
• Oversee time and attendance, maintain staffing levels, and ensure team readiness with product knowledge and communication skills.

Skills

People leadership

Communication

Process improvement

Cross-functional collaboration

Analytical thinking

Education

Bachelor's degree in business or related field

Tools

ERP systems

Automated Call Distribution (ACD)

Microsoft Office

Job description

Are you ready to lead a high-performing team and drive operational excellence in a dynamic environment?

About the Role

This position oversees the Customer Service organization, focusing on building a high-performing team, driving process improvement, and delivering high-quality service. The role is crucial for ensuring customer satisfaction and supporting business outcomes by optimizing systems and collaborating with other departments for seamless operations.

Key Responsibilities

• Lead, coach, and develop the Customer Service team, including hiring, training, and performance management.
• Establish and monitor key performance metrics, producing reports to improve service levels.
• Oversee daily operations, including order processing and resolution of complex customer issues.
• Design and refine processes and policies to support business needs and system upgrades.
• Manage the Automated Call Distribution system and collaborate with IT on technology solutions.
• Ensure strong cross-departmental communication and serve as a key contact for customers as needed.
• Support margin and revenue initiatives by identifying process improvements and efficient ways of working.
• Oversee time and attendance, maintain staffing levels, and ensure team readiness with product knowledge and communication skills.

Minimum Requirements

• Bachelor’s degree in a business-related field or equivalent experience.
• 5 years of management and progressive B2B customer service experience.
• Strong working knowledge of ERP systems and Automated Call Distribution technology.
• Proficiency and advanced skills in Microsoft Office.
• Excellent verbal and written communication skills, with the ability to influence and collaborate across all levels of the organization.
• Proven ability to lead through change, drive results, and create a positive, high-accountability team environment.
• Strong analytical, organizational, and prioritization skills with a bias for action.

We're proud to be an Equal Opportunity Employer and are committed to fostering an inclusive, people-first recruiting experience.