The Director of Customer Service

Experience HELM as a unique family business and an attractive employer. Through a constant exchange of ideas, our ultimate goal is to offer our customers future-oriented solutions within our global network. At any time, in any place. This allows us to work proactively and think long-term - in operations, quality management, process optimization, product development and distribution. We are innovation drivers, possibility makers and a reliable partner, all in one.

The Director of Customer Service

Date: May 7, 2026

Location:

Tampa, FL, US, 33602

Business Unit:

Job Function: Administration

Level of Experience: Executive

The Director of Customer Service leads unifies, and advances HAI’s U.S. customer service operations, ensuring end-to-end excellence across the customer lifecycle. This role partners closely with all departments to deliver reliable, scalable service while driving continuous improvement in a complex environment.

Key Accountabilities

Leadership & Team Management

• Lead and develop a multi-level customer service organization with a focus on accountability, talent development and cross-functional training to achieve business objectives
• Partner cross-functionally with Commercial Teams, Logistics, Finance, IT, and HR
  
  
  

Customer Operations

• Own end-to-end order-to-cash and purchase to-pay-processes
• Ensure high customer satisfaction and service reliability
• Define, track, and improve KPIs and service metrics
  
  
  

Systems & Process Optimization

• Act as functional co-lead for SAP S/4 operations
• Drive workflow standardization and process improvements with ensured date integrity
  
  
  

Performance Indicators

• Order accuracy and fulfillment performance
• Customer satisfaction, escalation management, resolution timeliness
• Billing accuracy and dispute reduction
• SAP data integrity and process compliance
• Employee engagement, retention, and succession readiness
  
  
  

Qualifications

Required:- 7 years of progressive experience in customer service, operations, or order management

• 3 years of people leadership experience, managing multi-level and/or cross-functions teams
• Experience with SAP VIM or similar invoice / document management solutions
• Hands-on experience with ERP Systems, SAP S/4 experience
• Strong working knowledge of end-to Order-to-Cash and Purchase-to-Pay processes
  
  
  

Preferred:

• Background in distribution
• Exposure to bulk logistics or complex supply chain operations
  
  
  

Every day, each one of us contributes to HELM's success with competence, the highest expertise and unique service. We reward this commitment - not only with international opportunities, possibilities for seminars and further training but also with benefits that offer optimal conditions to reach the perfect work-life balance.

Interested?

Join our motivated team and help shaping the future of HELM! Even if you do not fulfil all of the requirements in our profile, we encourage you to apply. It is important to us to find the right people who will enrich our team with their motivation and personality!

We look forward to receiving your application with all the necessary documents via our application portal.

Nearest Major Market: Tampa