Director of Customer Service Job Description

Is environmental sustainability a core value of yours? Do you want to contribute to keeping food fresh, homes and people cool, industrial processes operating all with maximum energy efficiency and environmental sustainability in mind? All of this in a critical infrastructure industry? Then Hudson Technologies is the place for you! Hudson Technologies is the largest independent distributor of refrigerants and the largest refrigerant reclaimer in North America. Combined with our industry leading, patented, and proprietary On-Site Chiller Services we lead the way in lifecycle management of refrigerants and our commitment to the environment.

Position Overview

The Director of Customer Service will create, implement, and continue to hone the end-to-end customer experience. You will be responsible for developing, leading, and scaling a team of individuals responsible for driving adoption and successful business outcomes. This role will need to be a strategic thinker, who is comfortable with ambiguity, and thrives on problem-solving and creating or iterating processes.

Essential Duties and Responsibilities include, but not limited to:

• Be a driving force for the team in setting and achieving goals, delighting customers, consistently achieving SLA objectives, and providing critical feedback on how to improve the customer experience.
• Foster a culture of continuous improvement, teamwork, excellence, and job satisfaction within the customer support team.
• Lead and mentor our individual customer support professionals, setting clear performance expectations and goals for growth.
• Provide strategic thought leadership that will guide the team toward a more “customer centric” culture.
• Collaborate with cross-functional teams to address customer pain points and enhance the overall customer journey.
• Defines and implements strategy for world class customer experience that creates a differentiated experience for Hudson Technologies customers and creates a competitive advantage for the business.
• Establishes, measures, and drives continuous improvement on performance metrics related to customer service delivered to our customers.
• Lead customer service activities in ERP / CRM system implementation and ongoing use.

Qualifications:

• Bachelor’s Degree required.
• Experience leading change with cross-functional teams (including the ability influence without direct authority) or within a highly matrixed organization.
• Strong business acumen; an innovative customer operations practitioner with a strong customer-centric mindset, excellent program management skills, highly detail-oriented, experience managing teams and projects.
• Outstanding people leader with demonstrable commitment to the ongoing professional development of team members.
• Demonstrates a commitment to integrity and quality in business. Excellent initiative and interpersonal communications skills.
• Effective cross-functional team player with an entrepreneurial mindset and results driven.
• Navigate a fast-paced environment and effectively manage multiple priorities. Strong time management skills.
• Excellent communication, collaboration, and stakeholder management skills.
• Ability to travel up to 15%

Education and Experience:

• Bachelor Degree required.
• At least 5 years in customer/sales operations management role.
• Demonstrated ability to work independently and in cross-functional leadership roles.
• Possess a continuous process improvement mentality with the ability to manage change.

• Self-motivated and results-oriented, with a track record of meeting or exceeding goals and objectives.
• Excellent communication and interpersonal skills, with the ability to build rapport and negotiate effectively.
• Analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.

• Advanced skill in use of Microsoft Office Suite.
• Experience in the HVAC/R industry is a plus, industrial B2B experience preferred.
• The position is located in Woodcliff Lake, NJ, or Champaign, IL.