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Airtech Vacuum · 2 days ago

Customer Service Director, Pneumatics

Rutherford, NJ

Full-time

Onsite

Director/Executive

$127K/yr - $191K/yr

7+ years exp

Airtech Vacuum is a company that offers diverse opportunities across various business segments. They are seeking a Customer Service Director to lead the North America Customer Service function for the Pneumatics Platform, focusing on delivering high-quality customer experiences and driving service excellence across multiple sites.

Consumer GoodsManufacturing

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 ExpertiseERP Systems (JD Edwards)CRM Tools (Dynamics)Leadership & People ManagementData Visualization ToolsChange ManagementOperational ExcellenceEmpathy & Customer-Centric MindsetInnovationAnalytical & Problem-SolvingStrategic ThinkingResilience & AdaptabilityCollaboration