Global Director, Customer Service & Experience

Web-Industries-; Marlborough (MA); On-site; USD 130,000 - 165,000; Full time

Job summary

Web Industries in Marlborough, MA is seeking a Global Director of Customer Service to lead a company-wide customer success program. You will establish policies, metrics, and cross-functional collaboration to delight customers and streamline order fulfillment.

The role requires strong leadership, ITAR/DFARS/ FAR contract knowledge, and a track record in developing teams, driving process improvements, and maintaining data integrity across departments.

Qualifications

• Bachelor’s degree or 5–10 years in customer service.
• Proven conflict resolution and strong customer relations.
• Experience with ITAR and contract management requirements.
• Ability to train and guide other employees.
• Excellent organizational and attention to detail.
• Leadership and cross-functional team experience.

Responsibilities

• Lead and develop a customer care team for order fulfillment.
• Collaborate with Plant Managers and shipping for timely responses.
• Analyze customer order trends and create action plans.
• Oversee complaint records and coordinate with quality.
• Review contracts for compliance with FAR/DFARS and ITAR.
• Develop metrics for customer operations.
• Coordinate IT requirements for order processing and invoicing.
• Maintain accurate order data for forecasting and finance.
• Foster relationships with customers and internal teams.

Skills

Conflict resolution

Leadership

Communication

Organizational skills

Root cause analysis

Training

Cross-functional collaboration

Education

Bachelor’s Degree in related discipline

Tools

MS Office

ERP

BI Tools

CRM systems

Data analysis

Job description

Web Industries in Marlborough, MA is seeking a Global Director of Customer Service to lead a company-wide customer success program. You will establish policies, metrics, and cross-functional collaboration to delight customers and streamline order fulfillment.

The role requires strong leadership, ITAR/DFARS/ FAR contract knowledge, and a track record in developing teams, driving process improvements, and maintaining data integrity across departments.