Director of Customer Service

Description: Make a meaningful impact by shaping the customer experience for Accord Carton, a leading folding carton manufacturer. The Director of Customer Service leads a team of Customer Account Managers and Customer Support Specialists committed to delivering exceptional service, strengthening partnerships, and driving business success. This is a high-impact leadership role that combines strategy, people development, and cross-functional collaboration to deliver operational excellence and customer loyalty. What You Will Be Doing 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. Requirements: Skills 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 (Epicor experience preferred) to optimize service delivery Advanced computer literacy, including Microsoft Office365 Experience 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 (preferably Epicor) and customer service technology platforms, including data analytics and CRM tools.? Advanced project management experience, including leading large-scale service or technology implementations.? 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.? Benefits & Perks 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. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.