Sr. Director Of Customer Service

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Location Address:
2500 Windy Ridge Parkway, Atlanta, Georgia 30339
Work Shift:
Salary Exempt (United States of America)
Altium Packaging, Our Culture Differentiates Us!
We incorporate our Guiding Principles into all aspects and at all levels of the organization and use them as a framework for decision-making. We believe our Guiding Principles foster a culture of excellence that benefits both employees and customers.
Our Guiding Principles

• Drive Value Creation
• Act with Integrity & in Compliance
• Treat others with Dignity and Respect
• Be Disciplined Entrepreneurs
• Seeking Fulfillment in your Work
• Act with Humility
• Focus on the Customer

The Senior Director of Customer Service will report to the Chief Customer Officer and own the development, implementation, and management of Altium Packaging’s Customer Service processes. Consistent with the culture we are creating, as defined by our Guiding Principles, we are seeking an individual who studies, understands, embodies, and continuously works to more effectively apply the concepts embedded in our Guiding Principles on a daily basis. This individual will lead a team of customer service and supply chain managers focused on delivering a strong customer experience/relationship and continually improving the customer experience. The Senior Director of Customer Service will be responsible for the development, delivery, and leadership of the overall Altium Packaging customer service model and transforming the organization to support Altium’s growth. The ideal candidate will bring a depth of both functional knowledge and leadership to ensure the ongoing evolution of the customer service team and the ability to deliver a high level of customer satisfaction.
The Senior Director, Customer Service will be an integral part of the customer experience leadership team and serve as liaison to other centers of excellence, operations, and project teams focused on increasing the value Altium Packaging delivers.
Essential Functions- Roles/Responsibilities

• Primary liaison between Customer Service and other departments to enhance customer satisfaction and ensure seamless coordination across functions and departments (e.g., purchasing, production, engineering, and commercial).
• Monitor and guide inventory to maintain high service levels while minimizing SLOB inventories.
• Organize and prioritizes departmental requirements such as expediting orders, invoicing, telecommunications, and other sequential clerical tasks.
• Enable key corporate Supply Chain initiatives through effective team performance
• Lead and supervise a team of National, Regional and call center Supply Chain and Customer Service Managers to drive value for all internal and external customers
• Create value for customers by ensuring clearly defined business outcomes and define a “success plan” with appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
• Provide guidance and coaching to customer service representatives; ensure common goals for exceptional customer support; network and collaborate with the team to build strong customer relationships.
• Facilitate and improve CSR capability through continuous improvement of fulfillment metrics.
• Establish and monitor all applicable benchmark requirements for the department (error rate, priority order intake, on-time delivery, parts outages, etc.) and share on a regular cadence with key stakeholders.
• Continuously assess and bring forth ideas for that enhance the team’s capability, including structure and operating model.
• Employ system metrics to measure plant customer service performance; analyze data and statistics to make decisions.
• Identify and executes transformational service, improvement, and process development opportunities by determining customer requirements, market demand, and objectives (both company and department).
• Oversees escalation process of customer issues and is responsible for driving quick resolution leading to improved customer satisfaction

Required Education And Experience

• Bachelor’s degree in a relatable field.
• High proficiency in Microsoft Office suite
• Familiarity and experience with JD Edwards or similar ERP/CRMs
• 7 – 10 years’ experience in customer service
• Excellent written and verbal communication skills
• 5+ years in leadership/managerial roles

Preferred Education And Experience

• Master’s degree
• Customer service experience in manufacturing

We Believe in Rewarding our Most Important Resource – Our People!
We show our commitment to Total Rewards by providing a competitive, comprehensive benefits package. In addition to medical, dental and vision plans, company holidays and vacation days, tuition reimbursement, learning and training opportunities, bonus potential, and a 401(k) plan with company contributions, Altium Packaging locations offer rewards and recognition programs and opportunities to make a difference in the community.
EEO Statement
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
Take your career to the next level at Altium Packaging!