Head of Customer Experience & Service Strategy

W.W. Grainger, Inc.; Green Bay (WI); Hybrid; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Hybrid/Remote schedule

Work/Life balance

Medical, dental, vision insurance

Zusammenfassung

Imperial Supplies, a Grainger Company, seeks a Director of Customer Service to lead and align the customer service team with business objectives. You will shape strategy, drive customer satisfaction, and foster a people-first culture in a hybrid environment.

You will oversee operations, coach future leaders, and partner with other leaders to deliver exceptional experiences while focusing on continuous improvement and operational excellence.

Qualifikationen

• Strong leadership with coaching, mentoring and talent development.
• 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 focusing on operational efficiency and customer satisfaction.

Aufgaben

• 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.

Kenntnisse

Leadership

Communication

Prioritization

Cross-functional collaboration

Continuous improvement

Coaching

Ausbildung

Bachelor's degree or equivalent experience

Jobbeschreibung

Imperial Supplies, a Grainger Company, seeks a Director of Customer Service to lead and align the customer service team with business objectives. You will shape strategy, drive customer satisfaction, and foster a people-first culture in a hybrid environment.

You will oversee operations, coach future leaders, and partner with other leaders to deliver exceptional experiences while focusing on continuous improvement and operational excellence.