Director of Customer Care

Advanced Supply Chain Group; Woodbridge Township (NJ); On-site; USD 130,000 - 140,000; Full time

Benefits offered by this job

Equal opportunity

Health & dental benefits

401(k) plan

Professional development

International environment

Job summary

The Reverse Logistics Group (RLG) Americas is seeking a Director of Customer Care to lead the Account Management and Customer Care teams. You will oversee EPR reporting, billing, and other contracted services, ensuring timely, accurate client support, and long-term retention.

Reporting to the leadership team, you will guide clients through industry requirements and collaborate across Sales, Operations, and Compliance to align service delivery with business goals. 20% travel within the U.S.

Qualifications

• Bachelor's degree in Business, Sustainability, or a related field.
• 15+ years of experience in account management.
• 10+ years in progressively senior leadership roles.
• 10+ years of sustainability, environmental compliance, or related field.
• Strong MS Office skills, especially SharePoint and PowerPoint.
• Excellent verbal and written communication with external clients.
• Strong data management and reporting capabilities.

Responsibilities

• Lead and support the Account Management and Customer Care teams to deliver high-quality client services.
• Ensure timely, accurate, and responsive client support with a focus on satisfaction and retention.
• Guide clients through industry and regulatory requirements, including evolving EPR compliance.
• Collaborate with Sales, Operations, Compliance, and Commercial Development to align client needs with goals.
• Ensure accurate client data collection, reporting, billing, and payment processing.
• Identify opportunities to strengthen client relationships, increase engagement, and expand services.
• Develop tailored solutions and service offerings to meet client needs and grow the business.
• Provide clients with training, guidance, and support to meet compliance requirements.
• Establish and maintain high customer service standards with proactive issue escalation.
• Partner with internal teams to improve processes and service delivery.
• Identify and implement opportunities to improve processes, services, and customer engagement.
• Travel up to 20% within U.S. and Canada.

Skills

Communication

Data management

Reporting

Education

Bachelor's degree in Business, Sustainability, or related field

Tools

Microsoft Office

SharePoint

PowerPoint

Job description

Director of Customer Care

Application Deadline: 25 September 2026

Department: Sales & Account Management

Employment Type: Permanent - Full Time

Location: Iselin

Reporting To: Leslie Griffith

Compensation: $130,000 - $140,000 / year

Description

The Reverse Logistics Group (RLG) Americas is an innovative technology service provider for global players in the materials management sector. Through our scalable platform solutions, we overcome challenges in consumer goods and material take-backs worldwide and connect all stakeholders within the reverse logistics value chain. Our goal is to generate the greatest possible value from recyclable goods by optimizing take-back processes. We work with manufacturers, retailers and government organizations in over 80 countries, enabling smooth circular material flows and maximizing resource efficiency.

Our vision is to save important resources and create a better planet for future generations through a sustainable circular economy.

Our core values drive everything we do. We believe in promoting a supportive environment for our colleagues, delivering exceptional service to our customers, contributing to the community, and working towards a more sustainable environment. If you share these values and are passionate about making a positive impact, we'd love to have you on our team.

About the role

• Lead and support the Account Management and Customer Care teams to deliver high-quality client services, including EPR reporting, billing, and other contracted services.
• Ensure clients receive timely, accurate, and responsive support, with a strong focus on satisfaction and long-term retention.
• Guide clients through industry and regulatory requirements, including evolving EPR compliance obligations.
• Work closely with Sales, Operations, Compliance, and Commercial Development teams to align client needs with business goals.
• Ensure accurate client data collection, reporting, billing, and payment processing.
• Identify opportunities to strengthen client relationships, increase engagement, and expand services.
• Develop tailored solutions and service offerings that meet client needs and support business growth.
• Provide clients with training, guidance, and support to help them understand and meet their compliance requirements.
• Establish and maintain high customer service standards, including prompt responses, proactive support, and effective issue escalation.
• Partner with internal teams to improve processes, streamline service delivery, and enhance the overall client experience.
• Identify and implement opportunities to improve processes, services, and customer engagement.
• 20% Travel within U.S. and Canada

What we need from you

• Bachelor's degree in Business, Sustainability, or a related field
• 15+ years of experience in account management
• 10+ years in progressively senior leadership roles
• 10+ years of experience in sustainability, environmental compliance, or a related business field.
• Strong Microsoft Office skills, particularly in SharePoint and PowerPoint
• Excellent verbal and written communication skills, with the ability to create and deliver professional presentations to external clients
• Strong data management and reporting skills

What we offer

• RLG Americas is an Equal Opportunity Employer.
• Professional development and training programs are provided to support continuous learning and career growth.
• Comprehensive employer-paid health and dental benefits are available from the date of hire.
• A competitive 401(k) plan with employer matching contributions is offered to support your long-term financial goals.
• Employees benefit from a dynamic and international working environment at RLG Americas.

Accessibility and Inclusion:

RLG US is committed to creating a diverse, accessible, and inclusive workplace. Should you require accommodation through any stage of the recruitment process, please let us know when contacted and we will work with you to meet your needs. Disability-related accommodations during the application process are available upon request. You may also request accommodation by emailing [e-mail].