What are the responsibilities and job description for the Director Of Customer Service position at Acme Paper and Supply Company?
Savage, MD | Full-Time | Sales Leadership
If you are passionate about providing strategic direction and solutions, and if you have at least four years experience in a customer service manager role, this could be your ideal position!
Acme Paper & Supply is among the nation's largest suppliers of food service packaging, janitorial equipment and supply, restaurant equipment and supply, retail and industrial packaging. We service a variety of industries for clients of all sizes!
Following a long and successful career, our current Director of Customer Service is retiring and we are seeking the right person to continue the legacy of outstanding service! This is a strategic leadership role responsible for overseeing the customer service department, ensuring exceptional client experiences, and driving continuous improvement across operations. We seek a dynamic individual with strong leadership capabilities, a customer-centric mindset, and the ability to manage a large, diverse team while aligning departmental goals with broader business objectives.
Main Responsibilities:
- Provide strategic vision and recommendations to senior leadership.
- Effective leadership to train, guide and mentor all team members.
- With input from the Client Services Supervisors, provide performance feedback and evaluation including setting goals, annual reviews, coach employees and implement disciplinary action including termination.
- Work with the Client Services Supervisors, develop team members through training, feedback, coaching, mentoring and create a departmental culture of teamwork, growth, sharing and learning.
- Facilitate collaborative partnerships with other departments company wide.
- Lead the hiring process for the department including an effective onboarding and training plan.
Required Experience, Education & Skills:
- Bachelor’s degree in business administration or a related field is strongly desired.
- A minimum of five years of experience in customer service, two of which should be in a leadership role.
- Proven ability to lead others and provide strategic direction.
- Excellent communication skills, verbal and written.
- Good computer skills and the ability to learn new systems and teach others.
- Strong collaboration history.
- Strong problem solving and decision-making skills.
- Strong Math skills.
- Fluent in speaking, writing, and reading English.