Director – Customer Service and Inside Sales Support

Häfele America Co.; Archdale (NC); On-site; USD 110,000 - 160,000; Full time

Job summary

Häfele America Co. seeks a Director of Customer Service and Inside Sales Support to oversee and enhance customer support across multiple locations.

This leadership role drives operational effectiveness, improves customer engagement, and leverages performance data to develop strong management teams. The ideal candidate will lead inbound communications, set service levels, coach managers, and align customer support with company goals, while focusing on scalable, customer-centered operations in a

Qualifications

• 7+ years of progressive leadership experience in contact center, customer care, or service ops.
• Strong data analytics skills with Power BI and Excel to drive decisions.
• Experience with ERP, CRM, and customer-facing technology initiatives.

Responsibilities

• Provide strategic oversight for customer contact center activities and customer care.
• Develop and implement initiatives to improve operational efficiency and revenue opportunities.
• Lead, coach, and support managers to foster accountability and continuous improvement.
• Establish performance standards and monitor results via reports and analytics.
• Collaborate with regional leaders to align support with organizational goals.
• Design and maintain employee development, onboarding, coaching, and QA practices.
• Assess workforce planning and technology solutions to maximize productivity.
• Identify opportunities for process improvements and lead growth initiatives.
• Promote a customer-first approach with high team performance.

Skills

Leadership

Data analysis

Customer service

Team development

Education

Bachelor's or Associate degree

Tools

Power BI

Excel

ERP

CRM

Job description

Director–CustomerService and InsideSales Support

Job Category: Sales and Customer Supp

Requisition Number: DIREC002334

• Full-Time
• On-site

Locations

Showing 1 location

Director of Customer Service and Inside Sales needed to oversee and enhance customer support across multiple business locations. This leadership role is responsible for driving operational effectiveness, improving customer engagement, leveraging performance data, and developing strong management teams. The ideal candidate is a strategic leader who excels in fast-paced environments and has an impressive track record of building scalable, customer-focused operations.

Responsibilities:

Provide strategic oversight for customer contact center activities, including inbound communications, and customer care.

• Develop and implement initiatives that improve operational efficiency, customer experience, service levels, and revenue-generating opportunities.
• Lead, coach, and support managers and supervisors to foster a culture of accountability, engagement, and continuous improvement.

Establish performance standards and monitor operational results through reporting tools, scorecards, and analytics.

Collaborate with regional and operational leaders to ensure customer support functions align with organizational goals and service expectations.

Design and maintain employee development programs, onboarding processes, coaching methodologies, and quality management practices.

Assess workforce planning strategies, communication workflows, and technology solutions to maximize productivity and resource utilization.

Identify opportunities for process improvements and lead initiatives that support organizational growth and operational scalability.

Promote a customer-first approach while maintaining high standards for team performance and operational consistency.

Qualifications:

Bachelor's Degree OR Associate Degree preferred but will consider comparable experience.

Minimum of 7 years of progressive leadership experience within a contact center, customer care, or service operations environment.

Demonstrated success improving operational performance, customer satisfaction, and workforce productivity.

Deep familiarity and comfort with data, including Power BI and Excel.

Serve as the Customer Care functional leader for ERP, CRM, and customer-facing technology initiatives.

Strong business acumen with the ability to analyze data, identify trends, and make informed decisions.

Experience utilizing customer relationship management platforms, workforce planning systems, reporting tools, and other contact center technologies.

Verifiable ability to build high-performing teams, develop leaders, and drive organizational change.

Excellent communication, collaboration, and problem-solving skills.

Ability to manage competing priorities and adapt within a dynamic, growth-oriented environment.

Experience supporting organizations with multiple service locations, and business units.

Familiarity with workforce optimization, performance analytics, and customer experience strategies.

Behaviors

Leader

Inspires teammates to follow them

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Team Player

Works well as a member of a group

Ability to Make an Impact

Inspired to perform well by the ability to contribute to the success of a project or the organization

Self-Starter

Inspired to perform without outside help

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.