DIRECTOR, CUSTOMER SOLUTIONS

Groupe SEB USA; Irvine (CA); Hybrid; USD 160,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

401(k) with company match

Life Insurance

Paid Holidays

Annual bonus

Onsite gym

Employee discounts

Job summary

Groupe SEB USA is seeking a Director of Customer Solutions in Irvine, CA. You will lead a NA-wide Customer Solutions team, overseeing order entry, issue resolution, and customer communication to achieve service SLA targets while aligning with sales and finance for forecasts.

The role requires a Bachelor's degree (or equivalent experience), 5+ years in customer service, and 3+ years in leadership overseeing 10+ direct reports.

Qualifications

• Bachelor's degree required or equivalent experience.
• Minimum 5 years in a customer service-focused role.
• Minimum 3 years in leadership overseeing a team with 10+ reports.
• Professional proficiency in English (reading, writing, speaking, listening).
• Strong customer-focused mindset and commitment to service excellence.
• Solution-oriented with strong problem-solving skills.
• Ability to adapt in a fast-paced environment.
• Strong strategic thinking and decision-making abilities.
• Excellent organizational and time management skills.

Responsibilities

• Lead, mentor, and develop a high-performing Customer Solutions team for North America.
• Own end-to-end Customer Solutions workflow including order management and issue resolution.
• Collaborate with sales and finance to provide accurate targets and forecasts.
• Serve as primary escalation point for complex issues and conduct root cause analysis.
• Create and refine SOPs; implement dashboards and reporting tools for leadership.
• Collaborate across departments to optimize cross-functional processes.

Skills

Customer service leadership

English proficiency

Problem solving

Strategic thinking

Communication skills

Analytical skills

Time management

Education

Bachelor's degree in Business Administration or related field

Tools

SAP

Salesforce

PowerBI

Qlik

Microsoft Office

Job description

A Place Where People Matter.

SEB Professional is a subsidiary of Groupe SEB. At SEB Professional North America, we are a leader in the professional coffee machine industry, offering three equipment lines: Schaerer, WMF, and Curtis. Our innovative coffee machines are trusted worldwide and can be found in a variety of settings, including hotels, restaurants, coffee shops, and convenience stores. Join us in delivering exceptional coffee experiences worldwide.

Primary Purpose:

The Director, Customer Solutions, leads a team of Order Entry Coordinators, Resolution Specialists, and the Sales Administration team. This role oversees daily operations, ensures service excellence, drives process improvements, and fosters strong relationships with customers, partners, and internal teams. In addition, the Director strengthens crossfunctional alignment, ensures the team delivers an exceptional customer experience while meeting business goals, and supports scalable growth as the business expands.

What You'll Do:

• Lead, mentor, and develop a high-performing Customer Solutions team supporting North America to consistently deliver performance targets, such as Order Entry Time and Accuracy, Delivered by Customer Requested Date, and Customer Response SLA metrics to exceed customer expectations.

• Own the end-to-end Customer Solutions workflow, including order management, issue resolution, escalations, and customer communication to drive customer obsession, operational excellence, and process improvement.

• Ongoing partnership with sales and finance to provide accurate sales target achievement and period-end forecast.

• Serve as the primary escalation point for complex customer issues, ensuring prompt response to meet both internal and external customer satisfaction, and conduct root cause analysis to implement preventive actions.

• Create and refine SOPs to ensure consistency, efficiency, and compliance., implement performance dashboards and reporting tools to track service levels and present results/action plans to senior leadership.

• Collaborate with sales, Sales Program Management, supply chain, and finance teams to optimize crossfunctional processes and resolve complex issues.

What You'll Need:

• Bachelor's degree in Business Administration, Communications, or a related field; maybe substituted with equivalent experience.

• Minimum of 5 years of experience in a customer service-focused role.

• Minimum of 3 years of leadership or management experience overseeing a customer service team with 10+ direct reports.

• Professional proficiency in English, including reading, writing, speaking, and listening.

• Strong customer-focused mindset and commitment to delivering exceptional service.

• Solution-oriented with strong problem-solving skills.

• Ability to adapt and thrive in a fast-paced environment.

• Strong strategic thinking and decision-making abilities.

• Excellent organizational and time management skills.

Functional skills:

• Proven track record of driving Customer Service excellence and leading teams in a fast-paced, growth environment.

• Strong analytical, problem-solving, and decision-making skills.

• Exceptional communication and interpersonal abilities.

• Expertise in customer service tools and systems; SAP and Salesforce preferred

• Ability to work collaboratively across departments and manage multiple priorities.

• Experience with change management and implementing new technologies

• Competency in Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams, SharePoint).

• Knowledge of analytic tools (PowerBI, Qlik, etc.).

Physical Requirements:

• Sitting or standing at a desk while using the phone and computer

• Ability to occasionally lift up to 25 pounds with or without assistance

Overview:

• Type of employment: Full-time

• FLSA: Exempt

• Workplace type: Hybrid up to 4 days a week in office - Office: Irvine, CA

• Travel: Less than 5%

Why SEB Professional North America?

At SEB Professional North America, we believe great careers are built where people feel supported, challenged, and inspired. Whether you're working from one of our offices or enjoying a flexible work arrangement between the two, we're committed to providing benefits, resources, and a culture that help you thrive both professionally and personally.

What We Offer:

• Comprehensive Medical, Dental, and Vision Coverage with a generous employer contribution
• 401(k) Retirement Plan with company match to help you plan for the future
• CompanyPaid Life Insurance for added peace of mind
• 12 Paid Holidays to recharge and spend time with what matters most
• Additional Voluntary Benefits and Employee Discount Programs
• A Positive, Inclusive Work Culture that genuinely values worklife balance
• Onsite gym
• Eligible for an annual bonus

Compensation:

Salary range of $160,000 - 180,000 commensurate with experience.

SEB Professional NA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. For more information, please see "Know Your Rights: Workplace Discrimination is Illegal" Poster

• If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact [e-mail]
• Groupe SEB invites any applicant and/or employee to review the Company's written Aff… plan is available for inspection upon request by contacting [e-mail]

Additional Information

• Duration (if applicable): Non Applicable
• Job Type: Permanent contract
• City: Irvine
• Company description:

  Join Groupe SEB and contribute to better living around the world!

  As a global reference in small domestic and professional equipment, we make a real impact through our 45 iconic brands - Tefal, Seb, Rowenta, Moulinex, Krups, and many more - present in over 150 countries. Every second, 13 products are sold, manufactured in our 50 industrial and logistic sites.

  Our success relies on the diversity of talents, the richness of individual journeys, and an inclusive and respectful work environment. We are firmly committed to fighting all forms of discrimination. If you have a disability, we are here to listen and adapt your recruitment journey.

• Working place (LinkedIn): #LI-Hybrid
• Minimum annual compensation (individual bonuses included): 160000
• Maximum annual compensation (individual bonuses included): 180000