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IDEX Corporation · 7 hours ago

Customer Service Director, Pneumatics

Linthicum, Maryland

Full-time

Onsite

Director/Executive

$127K/yr - $191K/yr

7+ years exp

US Valve Corporation is seeking a Customer Service Director for the Pneumatics Platform. The role involves leading the North America Customer Service function, overseeing teams across multiple sites, and ensuring a high-quality customer experience throughout the order-to-cash cycle.

ManufacturingMedical

Comp. & Benefits

Responsibilities

Develop and implement a customer service strategy aligned with Pneumatics growth goals and revenue targets

Define service standards and KPIs to measure customer satisfaction, retention, and operational efficiency

Collaborate with senior leadership to ensure customer service supports broader business objectives

Own the process from order receipt through shipment, including order entry, acknowledgements, proactive updates, and issue resolution

Standardize communication templates for acknowledgements, delays, and shipment notifications

Ensure consistent handling of RMAs, credits, and returns in partnership with Finance and Operations

Establish and deploy platform-wide Customer Service policies, SOPs, and Service Level Agreements

Implement dashboards and reporting tools for visibility across sites, identifying trends and driving corrective actions

Audit compliance to standards and hold site leaders accountable for performance

Partner with Finance and IT to ensure ERP (JD Edwards), CRM (Dynamics), and related tools support standardized workflows and accurate data

Lead master data validation efforts for customer records, pricing, and shipping details

Drive automation and reporting enhancements to improve efficiency and reduce errors

Lead, mentor, and coach Customer Service Supervisors and teams across multiple sites

Build a unified culture through the Customer Service AA Team, promoting best practice sharing and collaboration

Conduct regular performance reviews, skills assessments, and implement cross-developmental training programs

Apply Lean and 80/20 principles to streamline workflows and eliminate waste

Lead root-cause analysis for order errors and delayed credits; implement corrective actions

Facilitate Kaizen events focused on order-to-cash optimization and customer experience improvement

Qualification

Customer Experience ExpertiseLeadership & People ManagementOperational ExcellenceChange ManagementERP Systems (JD Edwards)CRM Tools (Dynamics)Data Visualization ToolsEmpathy & Customer-Centric MindsetInnovationAnalytical & Problem-SolvingStrategic ThinkingResilience & AdaptabilityCollaboration

Required

Bachelor's degree in Business, Operations, or related field

7+ years of progressive experience in Customer Service or Order Management, including 3+ years managing multi-site teams

Strong knowledge of ERP systems (JD Edwards preferred), CRM tools (Dynamics), and data visualization tools (Excel, Power BI)

Proven ability to create process standards, metrics, and accountability frameworks

Excellent communication, problem-solving, and change management skills

Direct oversight of Customer Service Supervisors, Representatives, and Specialists across four sites

Preferred

MBA

Experience in manufacturing or industrial distribution environment strongly preferred

Benefits

Health benefits

401(k) retirement savings program with company match

PTO

And more

Company

IDEX Corporation

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With about 9,000 employees across the globe, IDEX (NYSE: IEX) designs and manufactures products that are vital to the advances of modern life and help IDEX live its purpose – Trusted Solutions, Improving Lives.

Founded in 1987

Lake Forest, Illinois, USA

5001-10000 employees