• Job Description

  Req#: 8a7887a89e6b0bd9019e750b7f0410bd
  GCX is seeking a high-impact leader to oversee its Customer Service and Master Data teams and enhance the processes
  
  that support global growth. The Director of Customer Service role combines strategic leadership with operational excellence to deliver a best-in-class customer experience. This leader will champion EDI, OCR, and AI initiatives to improve Order-to-Cash performance and oversee the optimization of master data in the IFS ERP system, including pricing, contracts, and product master data, while maintaining accurate records and strong data integrity.
  
  Key Highlights:
  
  • Lead EDI implementation with key customers
  • Drive process optimization and technology adoption, including EDI, OCR, and AI
  • Oversee Customer Service team and have dotted line responsibility for the Data Management team
  • Manage the Customer Service department budget and resource allocation
  • Lead multi-channel customer support across phone, email, chat, and social media
  • Develop customer experience strategies aligned with business goals
  • Partner cross-functionally to improve the customer journey
  
  The Director of Customer Service plays a key role in shaping the customer experience and protecting the company's reputation. In a competitive market, exceptional service is a critical differentiator that influences customer retention, revenue growth, and brand loyalty. This role ensures the Customer Service and Data Management teams can meet current needs while scaling to support future growth.
  
  This position serves as the voice of the customer, turning feedback into actionable insights that inform product improvements, policy updates, demand forecasting, and process enhancements across the organization.
  
  This role leads a team of Customer Service Representatives and Data Management professionals, establishes service level agreements, implements performance metrics, and ensures consistent service aligned with company values and business objectives. It also partners closely with Sales, Marketing, Finance and Operations to create a seamless customer experience across the full lifecycle.
  
  The ideal candidate has a proven ability to scale Customer Service teams, drive process improvements, and lead high-performing teams in fast-paced environments.
  
  Key Responsibilities:
  
  • Strategic Leadership: Develop and execute comprehensive Customer Service and Data Management strategies that align business objectives and support company growth initiatives
  • Team Management: Lead, mentor, and develop a team of Customer Service Representatives and Data Management professionals across multiple locations and channels
  • Operational Excellence: Establish and monitor key performance indicators (KPIs), including response times, resolution rates, customer satisfaction scores, and cost per contact
  • Process Optimization: Identify opportunities for process improvement, implement automation solutions, and streamline workflows to enhance efficiency and customer experience
  • Budget Management: Develop and manage departmental budgets, forecast resource needs, and optimize operational costs while maintaining service quality
  • Technology Implementation: Evaluate, select, and implement customer service technologies including helpdesk platforms, communication tools, EDI, OCR, AI, etc.
  • Data Management: Create, update, and validate customer records to ensure accuracy and consistency across the organization.
  • Collaboration: Work with various departments (sales, marketing, finance) to align customer data with business needs and compliance requirements.
  • Data Governance: Implement and manage data governance policies to maintain data integrity and compliance with internal and external standards.
  • Quality Assurance: Perform regular data quality checks and audits to identify and correct discrepancies in customer data.
  • Training and Support: Provide training to staff on best practices for data entry and management to ensure high-quality data maintenance.
  • Reporting: Generate reports and dashboards to monitor the health and status of customer master data, facilitating informed decision-making.
  • Cross-functional Collaboration: Partner with Sales, Marketing, Finance and Operations teams to address customer needs and improve overall customer experience
  • Customer Insights: Analyze customer feedback and service data to identify trends, pain points, and opportunities for business improvement
  • Crisis Management: Lead response efforts during service disruptions, escalations, or crisis situations to minimize customer impact
  
  Requirements:
  
  Must-Have Qualifications:
  
  • Bachelor's degree in business administration, Operations, or related field.
  • 8+ years of customer service leadership experience with team management responsibilities.
  • 5+ years of experience in manager or director-level roles.
  • Proven track record of managing Customer Service teams.
  • Experience with customer service technologies (CRM, helpdesk, chat platforms).
  • Strong analytical skills, attention to detail, and proficiency in data management tools (e.g., IFS, SAP, Oracle) are essential.
  • Strong analytical skills with experience in performance metrics and reporting.
  • Excellent communication and presentation skills for executive-level interactions.
  • Experience with budget management and resource planning.
  • Ability to travel to GCX plant locations to work face-to-face with the on-site teams.
  
  Helpful Qualifications:
  
  • Master's degree in business administration (MBA) or related field.
  • Familiarity with data governance principles and practices is also beneficial.
  • Experience in SaaS, technology, or high-growth companies.
  • Six Sigma, Lean, or other process improvement certifications.
  • Knowledge of customer success and retention strategies.
  • Experience with AI/chatbot implementation in customer service.
  
  What We Offer:
  
  • Competitive annual salary based on experience plus bonus program participation.
  • Benefits Package: Comprehensive health, dental, and vision insurance coverage, 401k, STD/LTD and generous PTO.
  • Flexible Work Environment: Hybrid work options with modern office facilities.
  Team Building Budget: Resources for team development and department initiatives.

• About the company

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