Director of Customer Experience & Service Excellence

Imperial Supplies LLC; Green Bay (WI); Hybrid; USD 100,000 - 170,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Paid vacation

Paid holidays

Retirement plan (6% match)

Job summary

Imperial Supplies LLC, a Grainger company, seeks a Director of Customer Service to lead the team, shape the vision, and align people, processes, and performance with business goals. The role emphasizes customer satisfaction, operational excellence, and a people-first culture.

You will oversee strategy, develop leaders, and drive continuous improvement across functions, ensuring exceptional customer experiences and strong metrics.

Qualifications

• Bachelor's degree or equivalent experience.
• Five to seven years of customer service or sales experience, including at least three years in a leadership role.
• Strong leadership skills with a passion for coaching, mentoring, and developing talent.
• Excellent written and verbal communication skills.
• Proven ability to prioritize effectively, stay organized, and lead through change.
• Experience collaborating across multiple functions to solve problems and achieve results.
• A continuous improvement mindset with a focus on operational efficiency and customer satisfaction.

Responsibilities

• Set the vision and strategy for the Customer Service organization, ensuring alignment with business goals and growth plans.
• Lead, develop, and support a team focused on delivering outstanding customer experiences and operational results.
• Partner with leaders across the business to prioritize initiatives, solve challenges, and drive continuous improvement.
• Oversee customer service operations, policies, and workflows to improve efficiency and effectiveness.
• Manage complex customer issues and collaborate cross-functionally to achieve positive outcomes.
• Develop future leaders through coaching, performance management, and succession planning.
• Monitor departmental performance, metrics, and budgets to ensure business objectives are met.
• Stay current on industry trends and best practices to support ongoing organizational improvement.

Skills

Leadership

Coaching

Talent development

Communication

Prioritization

Cross-functional collaboration

Continuous improvement

Education

Bachelor's degree or equivalent experience

Job description

Imperial Supplies LLC, a Grainger company, seeks a Director of Customer Service to lead the team, shape the vision, and align people, processes, and performance with business goals. The role emphasizes customer satisfaction, operational excellence, and a people-first culture.

You will oversee strategy, develop leaders, and drive continuous improvement across functions, ensuring exceptional customer experiences and strong metrics.