Customer Service Director

About the role

The Customer Service Director will shape and execute the regional customer service strategy for IPL Schoeller across North America. Reporting to senior leadership, you will work closely with sales, operations, supply chain and product development to ensure a seamless, high‑quality customer experience while driving post‑merger integration.

Key responsibilities

• Develop and implement a regional customer service model aligned with global objectives.
• Lead geographically dispersed teams, redefining roles and responsibilities to match business needs.
• Drive transformation initiatives that improve customer satisfaction, loyalty and operational efficiency.
• Oversee integration of service teams, systems and processes following mergers or acquisitions.
• Monitor key service metrics, produce regular performance reports and ensure consistent delivery across all markets.
• Manage regional budgets, resource allocation and talent development plans.
• Collaborate with cross‑functional partners (Sales, IT, HR, Legal) to support service delivery and resolve escalated customer issues.

Required profile

• Bachelor’s degree in Business, Operations or a related field (advantageous).
• Extensive experience leading large, multi‑site customer service organizations, preferably in manufacturing or packaging.
• Proven track record in change management, post‑merger integration and stakeholder engagement.
• Strong analytical mindset with ability to use data to drive performance improvements.

Required skills