Director – Customer Service and Inside Sales Support

Häfele; Archdale (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

Häfele in the United States is seeking a Director of Customer Service and Inside Sales to lead multi-site operations, drive customer engagement, and optimize service delivery.

You will oversee contact center activities, leverage data analytics (Power BI, Excel), and partner with regional leaders to scale processes and develop leaders. The role requires strategic vision, strong communication, and a proven track record in customer-focused growth.

Qualifications

• Bachelor's Degree or Associate Degree preferred, but comparable experience considered.
• 7+ years of progressive leadership experience within a contact center or service ops.
• Strong ability to analyze data and drive improvements.
• Experience with Power BI and Excel for reporting and insights.
• Experience with ERP/CRM and customer-facing technology initiatives.

Responsibilities

• Provide strategic oversight for customer contact center activities, including inbound communications.
• Develop and implement initiatives to improve operational efficiency, customer experience, service levels, and revenue-generating opportunities.
• Lead, coach, and support managers to foster accountability, engagement, and continuous improvement.
• Establish performance standards and monitor results through scorecards and analytics.
• Collaborate with regional and operational leaders to align customer support with goals.
• Design and maintain employee development programs, onboarding, coaching, and quality practices.
• Assess workforce planning strategies and technology solutions to maximize productivity.
• Identify opportunities for process improvements and organizational growth.

Skills

Leadership

Data analytics

Power BI

Excel

Customer care

CRM

ERP

Team development

Education

Bachelor's degree

Associate degree

Tools

ERP

CRM

Power BI

Excel

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.