Global Director, Customer Success & Compliance

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

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