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LHH · 3 weeks ago

Director of Customer Service

Passaic County, NJ

Full-time

Hybrid

Director/Executive

$115K/yr - $125K/yr

LHH is a national multi-location distribution business seeking a seasoned Director of Customer Service to standardize customer experiences across nine regions. The role involves creating uniform standards, mentoring a distributed team, and driving data-driven improvements to enhance customer service operations.

Human Resources

Hiring Manager

Heather Stott-Mason

Responsibilities

Create uniform standards across nine independently run customer service groups; drive consistency for escalations, policies, and communications

Become the subject-matter expert for how the company faces customers—document, standardize, and scale best practices across functions

Treat this like a start-up build within a mature business. Challenge the status quo, modernize workflows, and lead through change

Mentor and professionalize a distributed team. Inspire camaraderie and collaboration; co-create training and coaching programs that stick

Stand up a clear operating model for ordering, delivery, returns, credits, and escalations. Ensure one playbook is used everywhere

Partner with Sales, Operations, Quality, Purchasing, Warehouse, and Distribution Center leadership to keep the end-to-end experience tight

Track customer KPIs (first-contact resolution, order accuracy, on-time delivery, NPS) and use insights to sharpen decisions and fix root-cause issues

Ensure consistency across nine regions —one standard for handling issues and escalations

Build a documented playbook with training that raises baseline performance across teams

Exercise strong judgment to make customer-smart choices that are also smart for the business

Build leaders and a pipeline below the senior tier; mentor and level-up managers

Qualification

Customer service standardizationChange managementCross-functional collaborationData-driven decision makingTrainingCoachingEntrepreneurial mindsetCamaraderie buildingJudgmentContinuous improvementCRM experienceLogistics systems knowledgeLeadershipCommunication