Global Director Customer Services

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

Job summary

Web Industries, Inc. Marlborough, MA, is seeking a Global Director of Customer Services to lead a company-wide customer success strategy onsite.

Responsibilities include policy development, onboarding, and metrics to enhance order fulfillment and customer experience while coordinating with sales, operations and IT. The role requires strong leadership, ITAR/contract knowledge, and a track record in process improvement, training, and cross-functional teamwork to maintain a safe, compliant and

Qualifications

• 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.

Responsibilities

• Train and develop a customer care team to handle order fulfillment and coordination with shipping and scheduling.
• Collaborate with Plant Managers, shipping and scheduling to ensure timely responses to customer requests.
• Develop data analysis and action plans related to order trends and improvements.
• Investigate customer dissatisfaction and oversee complaint records and resolution steps.
• Perform contract reviews for new customer proposals to understand terms and ITAR requirements.
• Coordinate with IT to optimize order processing, acknowledgements, and invoicing.
• Maintain accurate order information for forecasting and financial data.
• Work with sales, business development and marketing to ensure standard procedures and timely information.
• Build strong relationships with internal and external customers to drive improvement.

Skills

Conflict resolution

Customer relations

Leadership

ITAR knowledge

Training & guidance

Organizational skills

Root cause analysis

Microsoft Office

ERP systems

BI tools

Education

Bachelor’s Degree in related discipline

Tools

MS Office

ERP

Order Fulfillment

BI Tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Global Director Customer Services

Full Time G&A Marlborough, MA, US

4 days ago Requisition ID: 1906

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’re 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