What are the responsibilities and job description for the Director of Customer Srvc & Strategic Accnts position at Inventive Group™?
Director of Customer Service & Strategic Accounts
MOUNTAIN HOME, IDAHO
Location: On-site, Mountain Home, Idaho | Travel: 20–40% | Full-Time, Exempt
Base Salary Range: $75,000 – $100,000 DOE
About the role
Inventive Group is hiring a Director of Customer Service & Strategic Accounts to build and lead the customer service organization across all of our brands. Today customer service is distributed with no single owner. This role exists to change that — you will set the standards, build the team, and own the service experience our dealers and customers get.
The role carries a second accountability that sets it apart from a conventional service management job. Our strategic accounts are won on terms and kept on performance — quote turnaround, order accuracy, warranty resolution, and the quality of the daily relationship. Those outcomes belong to this seat.
What you will do
- Lead five direct reports across territory customer service, support and front-of-house, with functional oversight of a sixth.
- Own order-to-cash service standards — quote turnaround, order accuracy, warranty cycle time, and first-pass resolution.
- Own servicing and retention for our strategic accounts, in partnership with the Director of Sales.
- Build and own the Customer Service career ladder, training standards, and onboarding.
- Hold the pairing discipline between each Customer Service Representative and the Territory Sales Representative they support.
- Route recurring warranty causes to Engineering and Operations as improvement input rather than case by case.
- Apply and sustain Lean practice in the service area — 6-S, Kata coaching, PDCA.
What you bring
- 5 years leading a customer service, inside sales, or account management team, including hiring, performance management and development.
- Experience in a manufacturing, wholesale or dealer-channel environment where order accuracy and lead time drive customer satisfaction.
- Demonstrated ability to define service standards and hold a team to them consistently.
- Working command of ERP and CRM systems, including building and interpreting service and sales reporting.
- Comfort handling an escalated customer directly.
- Bachelor’s degree in Business or a related field, or equivalent experience.
- Ability to travel 20–40%, including overnight.
Why Inventive Group
- A 40-year-old premium brand in towing, recovery and work truck equipment, manufactured in Idaho.
- A company rebuilding its commercial organization from the ground up — you will help shape it, not inherit it.
- Lean and Toyota Production System practice applied throughout the business, including in sales and service.
- Direct access to the CEO and to Engineering; short path from a customer problem to a product change.
- A genuine build role — you define the function rather than maintaining someone else’s version of it.
Salary : $75,000 - $100,000