Director of MRO Customer Service

The Director of MRO Customer Service is responsible for owning, leading, standardizing, and elevating the end-to-end customer service experience, from initial customer engagement through order execution, repair turnaround, delivery, and post-delivery support, ensuring a consistent, First-Class experience for customers while supporting profitable growth.

This is a hands-on leadership role focused on team management, customer communication, improving operational efficiency, and services as the first escalation point for key customers. The Director partners closely with Operations, Sales, Supply Chain, Quality, and Finance to ensure customer commitments are met while supporting efficiency, margin, and on-time delivery.

Essential Job Functions:

• Build, coach, and lead a high-performing customer service team, ensuring consistent service standards
• Identify and replicate best practices across the MROs
• Ensure customers receive proactive, professional, and transparent updates throughout the repair order lifecycle
• Foster a culture of accountability, collaboration, and customer-centric thinking
• Maintain strong customer relationships by understanding customer priorities and expectations
• Assist with responding to customer RFQs, proposals, and service information in a professional and timely manner
• Develop, document, and implement standardized processes (work order quoting, order management, RMAs, warranty)
• Identify and implement enhancements to systems, tools, and workflows that strengthen team productivity
• Define and own customer service KPIs (response time, quote turnaround, TAT, on-time delivery, NPS, escalation rates)
• Create dashboards, reports, and analytics that provide clear visibility into customer service’s performance and efficiency
• Work with Finance to improve order-to-cash performance, billing accuracy, and dispute resolution
• Monitor daily workflow and workloads to ensure priorities are met
• Ability to address customer inquiries, issues, and concerns effectively
• Other duties as assigned. 

 Requirements:

• Bachelor’s degree in Business, Sales Management, or related field
• 5 years of experience in customer service supervisory role, sales, or similar role
• Proven ability to lead and manage cross-functional teams

• Strong analytical, organizational, and problem-solving skills
• Advanced proficiency in Excel, Quantum (ERP), PowerPoint presentation development and experience using CRM systems (Salesforce preferred)
• Excellent communication skills and the ability to present data-driven insights to senior leadership
• High attention to detail and a proactive approach to identifying and solving operational challenges

This role can be located in either Louisville, Kentucky or Sunrise, Florida. Up to 25% travel will be required to Sunrise, Florida; Louisville, Kentucky; Bloomfield, Connecticut and Hot Springs, Arkansas on an as needed basis as well as to customer locations.