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Accord Carton · 1 week ago

Director of Customer Service

Alsip, IL

Full-time

Onsite

Lead/Staff, Director/Executive

$90K/yr - $90K/yr

5+ years exp

Accord Carton is a leading folding carton manufacturer, and they are seeking a Director of Customer Service to shape the customer experience. This high-impact leadership role involves leading a customer service team, collaborating across departments, and driving operational excellence to enhance customer loyalty.

ManufacturingPackaging Services

Responsibilities

Lead and coach a talented customer service team to deliver best-in-class customer experiences

Collaborate across departments—including Prepress, Estimating, Supply Chain, and Sales—to ensure smooth order fulfillment and proactive communication

Translate customer insights into process improvements and service innovations that enhance value and efficiency

Drive a culture of engagement, accountability, and continuous improvement

Use metrics, technology, and data to optimize team performance and strengthen customer relationships

Mentor future leaders by building career paths and capability development programs

Qualification

Customer service managementStrategic planningManufacturing operations knowledgeLeadership experienceChange managementCRMERP systemsProblem-solving skillsProject managementAnalytical skillsCommunication skills

Required

Exceptional written and verbal communication skills, with the ability to influence and collaborate across all levels of the organization

Proven leadership experience with a focus on developing teams, strengthening engagement, and driving results

Strong strategic planning and project management abilities to deliver on business objectives

Deep understanding of manufacturing operations and supply chain processes, ideally within the folding carton or packaging industry

Expertise in customer service management, including process improvement and customer relationship development

Skilled in change management with a track record of guiding teams through transformation and growth

Strong problem-solving and analytical skills; able to identify risks, assess impacts, and implement effective solutions

Proficient in leveraging technology, CRM, and ERP systems to optimize service delivery

Advanced computer literacy, including Microsoft Office365

Minimum five years' managerial experience leading customer service or sales teams in an enterprise or manufacturing environment, ideally within the folding carton or packaging industry

Demonstrated track record developing and coaching high-performing teams through periods of growth, change, and transformation

Extensive experience collaborating with senior leaders and presenting business cases, performance metrics, and strategic recommendations to executive stakeholders, including board-level communications

Proven success driving cross-functional initiatives with supply chain, operations, and sales to optimize service delivery and order management processes

Experience in budgeting, strategic planning, and process improvement at a department or enterprise level

Strong familiarity with ERP systems and customer service technology platforms, including data analytics and CRM tools

Advanced project management experience, including leading large-scale service or technology implementations

Preferred

Bachelor's degree preferred in business, operations, communications, or related field

Master's degree (MBA) or relevant professional certification (CCXP, PMP, Six Sigma) is an asset

Epicor experience preferred

Benefits

Medical Insurance – We provide a choice of three medical plans. All three plans provide comprehensive medical and prescription drug coverage. The plans also offer many resources and tools to help you maintain a healthy lifestyle.

Dental Insurance – Our dental plans offer you the freedom and flexibility to use the dentist of your choice. Our dental insurance covers routine checkups, cleanings, and other necessary dental procedures.

Vision Insurance – We provide vision insurance that helps cover the costs of eye exams, glasses, and contact lenses.

Health Savings Account (HSA) – Our benefits package includes a Health Savings Account (HSA), giving you a tax-advantaged way to pay for qualified medical costs and save for future healthcare needs.

Flexible Spending Accounts - We offer two types of Flexible Spending Accounts (FSAs): a Medical FSA to cover eligible healthcare costs, and a Dependent Care FSA to help with childcare or elder care expenses. Both allow you to set aside pre-tax funds.

Life Insurance and AD&D – We provide basic life insurance coverage for all employees at no cost. You also have the option to purchase supplemental life insurance for yourself, your spouse, and your children.

Disability Insurance – To protect your income in case of illness or injury, we offer both short-term and long-term disability insurance, fully paid for by the company. You can also choose to purchase additional short-term disability coverage for even greater financial security.

Commuter Benefits – We offer commuter benefits that allow you to use pre-tax dollars to pay for eligible transportation expenses like transit passes, carpooling, and parking.

Employee Assistance Program – Life is full of challenges and sometimes balancing them is difficult. We are proud to provide a confidential program dedicated to supporting the emotional health and well-being of our employees and their families.

Vacation Time – We believe in the importance of work-life balance and provide paid vacation time to all employees. The amount of vacation time you accrue increases with your tenure at the company.

Personal Time – Exempt employees receive paid personal time to use for short-term absences due to personal needs, appointments, or other unexpected events. This time is separate from vacation time.

401K Retirement – We offer a 401(k) plan to help you build a secure retirement. You can contribute a portion of your paycheck on a pre-tax or Roth basis, and we also provide a company match to further boost your savings.

Paid Parental Leave – We offer paid parental leave to eligible employees following the birth or adoption of a child, providing time to bond with and care for your new family member.