Director Customer Service

W.W. Grainger, Inc.; Green Bay (WI); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid/Remote schedule

Work/Life balance

Medical, dental, vision insurance

Job summary

Imperial Supplies, a Grainger Company, seeks a Director of Customer Service to lead and align the customer service team with business objectives. You will shape strategy, drive customer satisfaction, and foster a people-first culture in a hybrid environment.

You will oversee operations, coach future leaders, and partner with other leaders to deliver exceptional experiences while focusing on continuous improvement and operational excellence.

Qualifications

• Strong leadership with coaching, mentoring and talent development.
• Excellent written and verbal communication skills.
• Proven ability to prioritize effectively, stay organized, and lead through change.
• Experience collaborating across multiple functions to solve problems and achieve results.
• A continuous improvement mindset focusing on operational efficiency and customer satisfaction.

Responsibilities

• Set the vision and strategy for the Customer Service organization, ensuring alignment with business goals and growth plans.
• Lead, develop, and support a team focused on delivering outstanding customer experiences and operational results.
• Partner with leaders across the business to prioritize initiatives, solve challenges, and drive continuous improvement.
• Oversee customer service operations, policies, and workflows to improve efficiency and effectiveness.
• Manage complex customer issues and collaborate cross-functionally to achieve positive outcomes.
• Develop future leaders through coaching, performance management, and succession planning.
• Monitor departmental performance, metrics, and budgets to ensure business objectives are met.
• Stay current on industry trends and best practices to support ongoing organizational improvement.

Skills

Leadership

Communication

Prioritization

Cross-functional collaboration

Continuous improvement

Coaching

Education

Bachelor's degree or equivalent experience

Job description

Work Location Type: Hybrid

Imperial Supplies, a Grainger Company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified company, we’re looking for passionate people to join our team as we continue leading the industry.

Are you a strategic leader who thrives on developing people, improving processes, and delivering exceptional customer experiences?

Imperial Supplies is seeking a Director of Customer Service to lead our customer service team and drive the vision, strategy, and execution behind every customer interaction. This role is responsible for shaping the future of the department by aligning people, processes, and performance with business objectives while fostering a culture focused on customer satisfaction, operational excellence, continuous improvement, and our people-first environment.

What You'll Do

• Set the vision and strategy for the Customer Service organization, ensuring alignment with business goals and growth plans.
• Lead, develop, and support a team focused on delivering outstanding customer experiences and operational results.
• Partner with leaders across the business to prioritize initiatives, solve challenges, and drive continuous improvement.
• Oversee customer service operations, policies, and workflows to improve efficiency and effectiveness.
• Manage complex customer issues and collaborate cross-functionally to achieve positive outcomes.
• Develop future leaders through coaching, performance management, and succession planning.
• Monitor departmental performance, metrics, and budgets to ensure business objectives are met.
• Stay current on industry trends and best practices to support ongoing organizational improvement.

What You'll Bring

• Bachelor's degree or equivalent experience.
• Five to seven years of customer service or sales experience, including at least three years in a customer service or sales leadership role.
• Strong leadership skills with a passion for coaching, mentoring, and developing talent.
• Excellent written and verbal communication skills.
• Proven ability to prioritize effectively, stay organized, and lead through change.
• Experience collaborating across multiple functions to solve problems and achieve results.
• A continuous improvement mindset with a focus on operational efficiency and customer satisfaction.

Why Join Us?

• Opportunity to make a meaningful impact on both the customer experience and the development of a talented customer service team
• Hybrid / Remote schedule with a requirement to be in-office 3 days/week
• Work/Life balance
• Immediate medical, dental, vision; 18 days paid vacation, 7 paid holidays and 6% of annual earnings contributed to your retirement, immediately vested!

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.