Regional Director of Customer Service - Hebron, KY

Regional Director of Customer Service

Location: Hebron, KY (onsite)

Benefits

• Competitive Benefits Package
• 401(k) with Company Match
• Life insurance
• Paid time off

Job Objective: The Director of Customer Service leads and develops the customer service organization to deliver outstanding service, drive customer loyalty, and support business growth. This role oversees all aspects of customer service operations, including direct management of team members, process optimization, and cross-functional collaboration. The Director ensures the effective use of key business systems, including DM2 and SAP, to enhance service delivery and operational efficiency.

Essential Duties and Responsibilities: In addition to the essential job functions described below, all associates will perform duties requested by management. Assigned responsibilities and duties may vary based upon location size and operation.

Key Responsibilities

• Leadership & Team Management




• Directly manage, coach, and develop a team of customer service managers, supervisors, and representatives.
• Set clear expectations, communicate company direction, and provide regular feedback to direct reports.
• Oversee hiring, onboarding, training, and professional development for all direct reports.
• Manage succession planning, and provide ongoing coaching and support.
• Foster a positive, collaborative, and customer-centric culture within the team.




• Customer Service Operations




• Ensure the team delivers prompt, professional, and effective service via phone, email, and other channels.
• Resolve escalated customer complaints and complex issues, maintaining a focus on customer retention and satisfaction.




• Organize and optimize workflow to meet customer needs and timeframes; monitor and improve key performance indicators.




• Oversee the setup of new customer accounts, order processing, and database management.




• Process & Systems Management




• Drive continuous improvement of customer service processes, leveraging data and feedback to enhance efficiency and effectiveness.
• Ensure accurate and efficient use of DM2 and SAP systems for order management, customer data, and reporting.
• Provide feedback on system performance and collaborate with IT and other departments to implement enhancements.




• Cross-functional Collaboration




• Coordinate with sales, operations, and other internal teams to ensure seamless customer experiences and resolve issues.
• Represent the customer service function in cross-departmental meetings and initiatives.




• Compliance & Reporting




• Ensure compliance with all company policies as well as local, state, and federal regulations, including labor and safety standards.
• Prepare and present regular reports on customer service metrics, trends, and improvement initiatives.

Knowledge, Skills, and Abilities

• Strong customer service and sales knowledge
• Leadership, coaching, and team management skills
• Excellent planning, organizational, and execution abilities
• Effective oral and written communication, negotiation, and interpersonal skills
• Ability to manage time, prioritize tasks, and meet deadlines
• Proficiency with Microsoft Word, Excel, PowerPoint, and the ability to learn other software
• Analytical skills and comfort working with numbers
• Problem-solving abilities and attention to detail
• Adaptability to change, stress management, and responsibility
• Dependability, self-motivation, and a positive attitude
• Ability to work independently and as part of a team
• Excellent phone etiquette and professionalism

Qualifications

• Bachelor's degree in Business, Management, or related field (advanced degree preferred).
• Minimum 7 years of progressive experience in customer service, with at least 3 years in a leadership or director-level role managing direct reports.
• Demonstrated experience managing teams in a fast-paced, service-oriented environment.
• Strong knowledge and hands-on experience with DM2 and SAP systems.
• Exceptional leadership, communication, and interpersonal skills.
• Proven ability to analyze data, manage projects, and drive process improvements.
• Proficiency in Microsoft Office Suite; ability to quickly learn and adapt to new software.

About the company: RelaDyne, Inc. is the established leader in lubricant sales, distribution, equipment reliability services, and value-added services. Please apply or share with your friends today!

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Equal Opportunity Employer/Disability/Veterans

RelaDyne, and its affiliates, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ethnicity, sex, age, gender identity, sexual orientation or identity, genetic information, status as a protected veteran, status as a qualified individual with disability, or any other protected class status.

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