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APEC Water Systems · 6 hours ago

Customer Service Director

Rosemont, IL

Full-time

Hybrid

Director/Executive

$115K/yr - $135K/yr

10+ years exp

APEC Water Systems is a growing portfolio of purpose-driven water filtration brands, and they are seeking a Director of Customer Service to lead and elevate their Customer Care function. This role involves directing the team to improve the consumer journey, collaborating with various departments to enhance service delivery, and implementing strategies for customer care excellence.

Machinery ManufacturingManufacturingService IndustryWater Purification

Responsibilities

Define the vision and roadmap for the Customer Service team in alignment with business growth, consumer expectations, and brand strategies

Partner with Brand Marketing leadership to embed customer care as a critical part of the end-to-end consumer experience

Lead the design and implementation of continuous improvement initiatives that reduce friction across the consumer journey

Lead brand consolidation efforts within Customer Service operations to ensure consistent processes, tone, and experience across all brands

Oversee day-to-day operations of Customer Care across all channels

Establish and monitor KPIs dashboard around response time, resolution rate, CSAT/NPS, and agent productivity to ensure exceptional service standards

Implement scalable systems, knowledge bases, and troubleshooting guides to support agents in delivering accurate, empathetic, and brand-consistent service

Equip agents with up-to-date training materials, product knowledge, escalation procedures, and communication guidelines

Build a culture of coaching and professional development to continually elevate team capabilities

Explore and implement emerging technologies, including AI-driven solutions, to enhance customer support efficiency and effectiveness

Evaluate and integrate new platforms, tools, and resources into existing systems to improve service delivery

Stay ahead of industry trends and proactively recommend technology enhancements that align with customer and business needs

Work with Product and Quality teams to capture, analyze, and act on customer feedback, proactively addressing recurring issues

Collaborate with Supply Chain to ensure fulfillment and returns processes meet customer expectations

Partner with Technology/IT to implement service tools, CRM platforms, and automation that increase efficiency and customer satisfaction

Leverage data and analytics to identify service trends, root causes of customer issues, and opportunities for improvement

Share insights with leadership to inform marketing campaigns, product development, and operational decisions

Drive the evolution of self-service tools, FAQs, and proactive communication strategies to reduce inbound contact and empower customers

Qualification

Customer Service LeadershipCRM TechnologiesContinuous ImprovementData-Driven Decision MakingChange ManagementCross-Functional CollaborationCommunication SkillsTechnical Water FiltrationPeople LeadershipProblem SolvingAdaptability

Required

Bachelor's degree required

10+ years of progressive leadership experience in Customer Service/Customer Experience, preferably in an eCommerce or consumer products industry

Proven track record of leading a large, high-volume, multi-channel customer service teams

Experience assistance with implementing and optimizing CRM, helpdesk, or contact center technologies (Zendesk, Gorgias, Salesforce Service Cloud, etc.)

Demonstrated ability to design and track customer service KPIs and drive performance against them

Proven experience implementing new platforms, automation, or AI-driven tools in a customer service environment

Strong understanding of sales enablement and experience driving upsell initiatives within service channels

Experience partnering cross-functional team to improve customer outcomes

Expertise in continuous improvement methodology and a passion for consumer-centric innovation

Exceptional communication, leadership, and change management skills