Director of Customer Service

Lasalle Network is thrilled to be partnered with a global automation manufacturer that is seeking a Director of Customer Service . In this role, you'll lead their dynamic Customer Service Department, overseeing a team of 20+ representatives and supervisors. This role involves driving continuous improvement in processes, systems and training to ensure exceptional customer satisfaction. You'll collaborate with cross-functional teams, manage complex customer issues and champion a positive, customer-centric culture. Our client provides comprehensive training and opportunities for growth in their team-oriented culture. They offer outstanding benefits and retirement plans and are committed to employee development and exceeding customer expectations. Director of Customer Service Responsibilities:

• Lead and mentor a team of customer service representatives and supervisors
• Drive continuous improvement in processes, systems and training
• Collaborate with HR to recruit and retain top talent
• Create a positive, customer-centric department culture
• Communicate with clarity and transparency to foster trust and alignment
• Partner with IT to implement and enhance ERP and related systems
• Develop and measure KPIs to ensure customer satisfaction
• Coordinate with Japan HQ and other subsidiaries for smooth operations
• Direct Voice-Of-The-Customer initiatives and resolve complex issues
• Partner with Distribution Center teams to meet customer shipping requirements

• Bachelor's degree in Business Administration, Engineering or related field
• 10+ years of Customer Service experience, with at least 5 years in a leadership role
• Experience managing larger customer service teams, preferably in distribution or manufacturing
• Strong problem-solving skills and experience with complex customer issues
• Excellent interpersonal and communication skills
• Proficiency in Microsoft Office Applications
• Experience leading ERP projects and developing training materials (a plus)
• Previous experience working for a Japanese company or Japanese language skills (a plus)

If this role is of interest to you and you fit the above requirements, please apply today! Thank you, Allison Sachnoff
Senior Project Manager
LaSalle Network