Labelmaster · 1 month ago
Vice President, Customer Service
Chicago, IL
Full-time
Hybrid
Director/Executive
$135K/yr - $150K/yr
10+ years expLabelmaster is a company focused on customer success and satisfaction. They are seeking a Vice President of Customer Service to lead and mentor customer success teams, manage order channels, and drive process improvements through technology and automation initiatives.
Transportation
Responsibilities
Partner collaboratively & build health relationships with individuals across the organization
Keep up-to-date on the latest technology and CS trends
Responsible for CS service expansions, including new CS support programs, new business plans and/or domains
Responsible for sufficiently understanding and project managing technology and automation implementations. These must include system integrations through EDI, CXML and APIs, as well as automations through intention based chatbots, ERP workflows, AI/Agentic studios or other automation technologies for data processing, customer experience & triage
Responsible for leading system upgrades and conversions, where they impact CS processes or resources. This includes directing test plans, reviewing new processes and providing effective direction for optimization—it is critical to understand and plan initial implementations that have clear end-states, to avoid sub-optimization long-term
Ongoing data analysis, statistical analysis & reporting of CS metrics
Effective budget management & managing reasonable operational costs
Define and implement team objectives. Develop specific short-term and long-term plans and programs, together with supporting budget requests
Responsible for all resources and business performance of Customer Success, including effective hiring, training oversight and planning, incident resolution, attendance adherence, and throughput of all virtual and human resources
Provide coaching to direct reports regarding management skills, motivational and accountability techniques, and effective process and automation development
Develop plans for new technology
Develop and implement corporate policy regarding customer initiatives
Consult with all segments of management responsible for policy or action. Ensure compliance within area of responsibility
Analyze data on a continual and ongoing basis for process improvement
Implement ISO & QA processes & improvement efforts
Responsible for all resources and business performance of Customer Success, including effective hiring, training oversight and planning, incident resolution, attendance adherence, and throughput of all virtual and human resources
Provide coaching to direct reports with regard to management skills, motivational and accountability techniques & effective process and automation development
Develop new short-term and long-term business initiatives for CS, for continuous improvement (CI)
Personal review of every escalation and determination of additional CI requirements
Regularly reviews team performance and reporting
Work Travel when required, up to 10% of work availability
Qualification
Required
Effective budget management skills & budgets
Ability to draft proposals and statements of work
Ability to understand, plan and direct automations that depend on technologies commonly used in Customer Relationship Management
Ability to work overtime when needed
Ability to work as an individual contributor as well as a strategic leader
Ability to support sales efforts that include CS support services
Ability to manage multiple projects simultaneously
Account management skills
Excellent presentation skills
Proven track record in Customer Service
Success in developing, motivating and leading a high-performance CS team
Strong customer focus
Strong focus on automation and technology
Ability to manage change
Team oriented
Excellent verbal communication skills
Problem solving skills
Ability to see the 'big picture'
Ability to set goals and meet them
Ability to handle pressure and meet deadlines
Ability to analyze complex operational problems, develop innovative solutions, and align them with the organization's strategic objectives
Strong critical thinking skills
Ability to read & interpret documents
Ability to read & understand financial statements
Good organizational skills
Project management skills
College Degree or equivalent experience
10+ years progressive CS or operations experience
5+ years experience managing CS Teams
ISO experience
Must have advanced computer use skills
Highly proficient key board skills
Highly proficient with MS Office suite
General familiarity with PC triage, low-level troubleshooting, research, etc
Highly proficient with CRM and ERP systems
Some exposure to automation technologies
Some exposure to analytics
Preferred
Master's Degree helpful
Benefits
Health Insurance
Dental & Vision Insurance
Life Insurance
Medical & Childcare Flexible Spending Accounts
Education Assistance
401(k) with Matching
Fitness Bank
Pre-tax Transit Program
PTO Bank
Paid Holidays
Paid Diversity Days
Volunteer Time Off
Referral Bonus Program
Hybrid work schedule
Company
Labelmaster
Labelmaster is a logistics company offering safety and regulation compliance services.
201-500 employees
Funding
Current Stage
Growth StageRecent News
2025-08-06
Company data provided by crunchbase