Director of Customer Experience

Contractors Wardrobe | Cw Doors; Santa Clarita (CA); On-site; USD 110,000 - 120,000; Full time

Job summary

Contractors Wardrobe | CW Doors in Valencia, CA is seeking a strategic, customer-focused Director to oversee Customer Service and Inside Sales within our manufacturing organization.

You will build and lead high-performing teams, drive revenue growth through inside sales, manage key accounts, and partner with Production, Supply Chain, Field Sales and Product Management to align customer needs with operational capacity.

Qualifications

• Bachelor’s degree in Business, Sales, Marketing, or related field; MBA preferred.
• 8+ years of progressive leadership in customer service and/or inside sales in manufacturing.
• Proven track record in delivering exceptional customer experience and sales growth.
• Strong business acumen to align customer needs with operational capabilities.

Responsibilities

• Develop and implement CS and Inside Sales strategy aligned with company objectives.
• Lead, coach, and mentor CS Representatives and Inside Sales professionals to achieve goals.
• Establish performance metrics, service standards, and sales targets.
• Monitor results and take corrective action as needed.
• Manage customer escalations and key accounts with professionalism.
• Collaborate with Product Management and Field Sales to share customer insights.

Skills

Leadership

Strategic thinking

Customer focus

Communication

Analytical skills

Cross-functional collaboration

Negotiation

Education

Bachelor's degree in Business, Sales, Marketing, or related field

MBA

Tools

CRM systems (Zoho, Salesforce, HubSpot)

ERP systems

Data dashboards/BI tools

Job description

We are looking for a strategic, customer-focused leader to oversee our Customer Service and Inside Sales functions within our manufacturing organization in Valencia, CA.

The Director of Customer Service & Inside Sales will be responsible for building and maintaining exceptional customer relationships, driving sales growth through inside sales channels, and ensuring a high level of customer satisfaction. This role will partner closely with Production, Supply Chain, Field Sales, and other teams to align customer needs with operational capabilities, streamline processes, and achieve company goals.

This is an opportunity for a hands-on leader who can develop high-performing teams, improve the customer experience, identify opportunities for growth, and bring structure and accountability to a critical part of the business.

What You’ll Do

• Develop and implement the Customer Service and Inside Sales strategy in alignment with overall company objectives.
• Lead, coach, and mentor a team of Customer Service Representatives and Inside Sales professionals to achieve departmental and individual goals.
• Establish performance metrics, service standards, and sales targets.
• Monitor results, identify areas for improvement, and take corrective action as needed.

Customer Service Management

• Ensure timely and accurate processing of customer orders, inquiries, and issue resolution.
• Implement best practices and systems to improve response times, communication, and the overall customer experience.
• Manage customer escalations and key accounts with professionalism and a solutions-oriented approach.
• Build and maintain strong customer relationships that support satisfaction and retention.

Inside Sales & Business Development

• Drive revenue growth through proactive outbound calls, upselling, cross-selling, and account development.
• Analyze customer data and market trends to identify new sales opportunities.
• Identify opportunities to expand existing customer relationships.
• Collaborate with Product Management to share customer insights and support new product launches.
• Partner with Field Sales to align customer needs and maximize business opportunities.

Operational Excellence

• Monitor department budgets, staffing levels, and resource allocation.
• Lead continuous improvement initiatives focused on efficiency, accuracy, and customer satisfaction.
• Evaluate and implement technology tools, including CRM, ERP, and customer portals, to optimize workflows.
• Develop reporting and analytics to track KPIs such as order accuracy, response times, sales growth, and customer retention.
• Use data and performance trends to identify opportunities and support business decisions.

What We’re Looking For

Education & Experience

• Bachelor’s degree in Business, Sales, Marketing, or a related field. MBA preferred.
• 8+ years of progressive leadership experience in customer service and/or inside sales, preferably in a manufacturing or industrial environment.
• Proven track record of managing teams and delivering both exceptional customer experience and sales growth.
• Strong business acumen with the ability to align customer needs with operational capabilities.
• Excellent communication, negotiation, and interpersonal skills.
• Proficiency with CRM and ERP systems, along with strong analytical and reporting skills.
• Results-driven mindset with experience in continuous improvement and change management.

Key Skills & Abilities

• Strategic thinker with strong execution ability.
• Customer-focused leader who fosters a culture of service excellence.
• Strong problem-solving and decision-making skills.
• Ability to influence across departments and work collaboratively.
• High level of integrity, accountability, and professionalism.

Reasoning & Decision-Making

• Ability to apply logical and critical thinking to analyze problems, evaluate alternatives, and implement effective solutions.
• Strong decision-making skills with the ability to balance customer needs, operational constraints, and business goals.
• Ability to interpret data and trends to support sound judgment and strategic recommendations.
• Comfortable handling complex issues and customer escalations with professionalism and clear problem-solving.
• Proficiency with CRM platforms such as Zoho, Salesforce, HubSpot, or equivalent for managing customer relationships and sales pipelines.
• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
• Ability to generate and interpret dashboards, KPIs, and reports to support decision-making.
• Familiarity with customer portals, e-commerce platforms, and digital communication tools.
• Comfortable learning and implementing new technologies to improve team efficiency and the customer experience.

Work Environment & Physical Requirements

This is an on-site position in Valencia, CA within a manufacturing environment.

The role requires the ability to:

• Sit for extended periods, with sitting occurring more than two-thirds of the workday.
• Stand, walk, reach with hands and arms, bend, kneel, crouch, or crawl as needed.
• Use hands to finger, handle, or feel.
• Talk and hear throughout the workday.
• Carry, push, or pull as needed.
• Occasionally lift or exert force with objects up to 25 pounds.
• Read small print.

The position is performed in a work environment with moderate noise. The role does not routinely involve wet or humid conditions, mechanical parts, high or precarious places, fumes or airborne particles, toxic or caustic chemicals, extreme temperatures, electrical hazards, explosives, radiation, or vibration.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Required Training

Employees in this position will complete:

• AB1825: Harassment Prevention Training

Pre-Employment Assessment

The pre-employment process includes:

• Employment verification
• Reference check

We provide a values-based work environment where employees are expected to support and promote our company goals. We value collaboration, accountability, professionalism, and a commitment to delivering an exceptional experience for our customers.

Compensation Pay Range $110,000 - $120,000