Head of Customer Service

Head of Customer Service

Job Description

• Responsible for the Customer Service operations across the Americas supporting Industrial Products, Customer Engineered Solutions, and Automotive Aftermarket business segments.
• Drive operational excellence in service quality, productivity, accuracy, and overall customer experience.
• Lead and develop teams of Customer Service Representatives and Customer Service Leaders
• Identify and resolve complex customer service issues while proactively addressing emerging service trends to minimize business disruption and enhance customer satisfaction.
• Establish performance objectives aligned with organizational goals and customer expectations, ensuring consistent execution and service delivery.
• Oversee workflow management, escalation resolution, workload prioritization, and resource allocation to ensure efficient and effective customer support operations.
• Responsible for customer service reporting and analytics tools to monitor performance, identify business process improvement opportunities, and support data-driven decision-making.
• Partner with leadership teams to evaluate operational trends, implement corrective actions, and improve customer service and business support processes.
• Collaborate closely with Finance and Operations teams on activities to ensure transaction accuracy, shipment reconciliation, and timely order processing.
• Established strong relationships with Sales, Marketing, Manufacturing, Logistics, Supply Chain, Finance, and Operations teams to drive collaboration and improve business outcomes.

Qualifications

• Bachelor’s degree in business administration, Supply Chain Management, Operations Management, or related field.
• 10+ years of leadership experience overseeing customer service operations across multiple countries (North, South America and Canada) with experience in industrial manufacturing, engineered solutions, and/or aftermarket businesses
• Strong customer experience in management, operational excellence, process improvement, organizational development, and change management.
• Proven ability to lead cross-functional initiatives and build collaborative partnerships across all levels of the organization.
• Strong Microsoft Office applications, including Excel and PowerPoint, as well as customer service and ERP systems.
• Utilized analytical and problem-solving skills to identify performance gaps, implement corrective actions, and drive sustainable operational improvements.
• Defined service standards, operational objectives, and performance measures aligned with organizational strategies and customer expectations.
• Exceptional communication, coaching, leadership, and stakeholder management skills.
• Demonstrated commitment to employee development, talent retention, and leadership succession planning.
• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future for this job posting.
• All your information will be kept confidential according to EEO guidelines.