Global Director Customer Services

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

Benefits offered by this job

Employee-owned (ESOP) company

Job summary

Web Industries is seeking a Global Director of Customer Service in Marlborough, MA to lead a comprehensive, company-wide approach to customer success and order fulfillment. The role establishes policies, metrics, and onboarding processes while coordinating with sales, IT, operations, and HR to optimize customer experience.

The candidate will drive leadership across the customer care organization, ensuring professional staff development and adherence to ITAR/DFARS.

Qualifications

• Bachelor’s Degree in related discipline or 5–10 years’ experience in customer service.
• Experience with ITAR/contract management requirements.
• Strong conflict resolution and customer relations skills.
• Excellent organizational skills and attention to detail.
• Proficiency in corrective action processes and root cause analysis.
• Demonstrated cross-functional leadership and teamwork.
• Knowledge of order management, ERP, CRM systems, and MS Office.

Responsibilities

• Lead a company-wide customer service strategy and policies.
• Develop and monitor customer operations metrics and onboarding.
• Coach and develop the customer care team; collaborate with CSRs and Supervisors.
• Coordinate with Plant Managers, shipping, and scheduling for timely responses.
• Analyze order trend data and propose improvements.
• Investigate customer issues; coordinate with quality for resolutions.
• Ensure terms compliance with ITAR/DFARS for new proposals.
• Maintain relationships with customers and internal teams; drive continuous improvement.

Skills

Leadership

Customer service management

MS Office proficiency

ERP experience

BI tools

Root cause analysis

Communication

Education

Bachelor's degree in related discipline

5–10 years customer service experience

Tools

CRM systems

Order fulfillment systems

ERP systems

Job description

Global Director Customer Services

Full Time G&A Marlborough, MA, US

Salary Range: $130,000.00 To $164,999.00 Annually

Web Industries a 100% employee-owned company (ESOP), which brings a lot of advantages to the people who work here—beyond the great pay and excellent benefits. You are not just an employee, you are an employee-owner, with a vested interest in the success of the company. Web Industries' founder, Bob Fulton, believed that the people who create the value of a company, the employees, should share in the success of the company. We believe there is a real energy that exists when people are open, honest, and work together to meet mutual goals. We do this by living our values:

Heart of an Owner: Taking personal responsibility and pride in our work.

Stronger Together: The power of collaboration and teamwork.

Find a Way: Determination and creativity to overcome challenges

As a company, we thrive on that energy and work to bring it into every product and every project that we touch. At Web, we believe the employee experience is paramount to our company’s success. Working with us, you’ll experience a myriad of cultures, locations, industries, and technologies. And you’ll be part of an employee-owned company dedicated to helping you achieve a fulfilling life and a rewarding career.

Location: Onsite in Marlborough, MA

POSITION SUMMARY

The Global Director of Customer Service is responsible for leading a comprehensive, company-wide approach to customer success. This role ensures that the organization responds promptly and positively to customer needs. Key responsibilities include developing consistent customer support policies and procedures to enable highly effective order fulfillment that delight and enhances the customer experience. Establishing appropriate customer operations metrics and monitoring compliance. Coordinating with all functions to support effective new customer onboarding. Participating with sales team on regular reviews with customers and proactively establishing ways to optimize current business practices to streamline transactional activities.

The Global Director – Customer Service leads the customer care teams in a way to foster a company culture that models Web Industries' values. This includes building healthy, constructive relationships with their team, customers, operations, and other company stakeholders. This requires communication, coaching, mentoring, and motivating employees around operational excellence.

PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS:

Train and develop a customer care team to handle order fulfillment, customer correspondence, and coordination with shipping and scheduling. Evaluate skill levels and work with Customer Service Representatives (CSRs) and Supervisors to ensure a highly professional staff.

• Collaborate with Plant Managers, shipping and scheduling to ensure timely responses to customer requests


• Develop detailed data analysis and action plans related to customer order trends and recommend improvements based on observations


• Investigate customer dissatisfaction and oversee the maintenance of customer complaint records and coordinate with quality to get resolution steps.


• Assist in performing contract reviews for new customer proposals to understand terms and items to ensure compliance to FARS/DFARS and ITAR requirements


• Responsible for functional, professional, and organizational development of the customer care organization


• Coordinate with IT to develop business requirements for optimizing and streamlining order processing/order acknowledgements, advance ship notices and invoicing.


• Work with teams to maintain accurate order information to generate forecasting and accurate financial information


• Work with sales, business development and marketing to ensure standard procedures are followed and that CSRs receive timely information.


• Develop strong working relationships with internal and external customer teams to drive continuous improvement at all levels of the organization


• Develop strong working relationships with all customers


• Fosters and maintains a safe and healthy work environment by following and enforcing standards and procedures.


• Coordinate with HR to ensure effective individual development plans, performance management, policy clarification, employee recognition events, and in dealing with employee-related issues.


• Recommend and execute personnel actions including hiring, promotions, and any progressive disciplinary measures


• Identify/coordinate training needs for employees, as required


• Communicate, coach, mentor, and motivate people around vision, values, and strategy; delegate 'ownership' of projects to individuals and teams.


• Build/sustain a smart and healthy organization that fosters Web's values and culture.


• Performs other function or responsibility as assigned

Additional REQUIRED Qualifications/Skills:

• Bachelor’s Degree in related discipline or 5-10 years’ experience in customer service organization


• Proven record in conflict resolution and customer relations


• Experience and familiarity with ITAR requirements/contract management requirements


• Provide training and guidance to other employees


• Excellent organizational skills and attention to detail


• Strong proficiency in corrective action processes and root cause investigation/analysis


• Demonstrated leadership as part of a cross-functional team


• Sound planning and organizational skills


• High level of proficiency in MS Office, ERP, Order Fulfillment, BI Tools

Additional PREFERRED Qualifications/Skills:

Black Belt or Lean Expert certification preferred

Leadership Skills

• Can adapt to challenging and changing situations


• Able to engage employees at every level during change


• Use of change management tools e.g. Kotter

Business Acumen & Financial Responsibility

• Understanding of the importance of accurate order information and maintenance of data


• Full understanding of financial implications with poor OTD

Strong technical skills including

• Knowledge of order management, customer relationship management systems


• Computer skills including Microsoft Office and ERP system

Excellent communication and organizational skills

Proficiency in handling multiple concurrent deliverables and projects

This position has significant contact with customers, sales, and operations teams

Travel (20-30%) for managing standard work at multiple sites, customer meetings and corporate events

ACCOUNTABILITY FOR CRITICAL BUSINESS METRICS (including, but not limited to):

Operational Performance Metrics

Order Acknowledgement, OTD, Complaint Resolution Time, Customer Accommodations, MOQ adherence, Pricing Overrides

Customer Satisfaction

Strategic Account Scorecards and Customer Surveys

MUST BE ABLE TO WORK ON GOVERNMENT CONTRACTS