DIRECTOR, CUSTOMER SOLUTIONS

Groupe SEB; Irvine (CA); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Groupe SEB North America recherche un Directeur, Customer Solutions, pour diriger une équipe d’Order Entry Coordinators, de spécialistes en résolution et du service administratif commercial. Vous supervisez les opérations quotidiennes, assurez l’excellence du service et pilotez les améliorations des processus.

Le poste nécessite au moins 5 ans d’expérience en service client, 3 ans en management et une maîtrise de l’anglais.

Qualifications

• Diplôme requis ou équivalent variable à l’expérience
• 5 ans d’expérience minimum dans un rôle orienté service client
• 3 ans d’expérience en leadership avec une équipe de 10+ personnes
• Maîtrise professionnelle de l’anglais (lu, écrit, parlé)
• Orientation client et service exceptionnel
• Capacité de résolution de problèmes et esprit analytique
• Gestion du changement dans un environnement dynamique
• Bonne organisation et gestion du temps
• Conception et amélioration de processus orientés résultats

Responsibilities

• Diriger, encadrer et développer une équipe Customer Solutions pour l’Amérique du Nord afin d’atteindre les objectifs de performance
• Gérer le flux commandes, résolution d’incidents et escalades, et assurer une communication client optimale
• Travailler avec les équipes ventes et finances pour prévoir les résultats et les objectifs
• Être le point d’escalade pour les problèmes complexes et analyser les causes
• Élaborer et mettre à jour les SOP et dashboards de performance
• Collaborer avec les ventes, gestion de programmes, supply chain et finances pour optimiser les processus transverses

Skills

Customer service leadership

Analytical skills

Communication excellence

Problem solving

Education

Bachelor’s degree or equivalent

Equivalent experience

Tools

SAP

Salesforce

PowerBI

Qlik

Job description

Type de contrat: Non Applicable | Permanent contract

Description du Groupe:

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.

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 cross‑functional 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 cross‑functional 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