Customer Service Director, Pneumatics

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** Position Summary*
* The Customer Service Director will lead the North America Customer Service function for the Pneumatics Platform, overseeing teams across four North American sites (Gast, Airtech, US Valve MD & NC). This role is accountable for delivering a consistent, proactive, and high-quality customer experience throughout the order-to-cash cycle-from purchase order receipt through shipment and post-shipment activities (RMAs, credits, and issue resolution).

The Director will define and execute customer service strategies aligned with commercial objectives, driving service excellence, customer retention, and satisfaction. This position partners closely with Commercial, Finance, Operations, and IT to ensure systems, data integrity, and reporting infrastructure to enable transparency and performance. Additionally, the role leads the Customer Service AA Team, fostering continuous improvement, CRM adoption, and cross-site collaboration.

** Essential

Duties & Responsibilities *
* Strategic Leadership

+ 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.

Order-to-Cash Execution (Post-PO)

+ 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.

Standardization & Governance

+ 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.

Systems & Data Integrity

+ 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.

Leadership & Team Development

+ 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.

Continuous Improvement

+ 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.

** Skills & Attributes:*
* + Empathy & Customer-Centric Mindset - Always prioritizing customer needs.

+ Strategic Thinking - Aligning service goals with business objectives.

+ Resilience & Adaptability - Handling high-pressure situations calmly.

+ Collaboration - Working cross-functionally with Sales, Marketing, and Operations.

+ Innovation - Driving continuous improvement and leveraging technology.

+ Analytical & Problem-Solving - Proficient in analyzing metrics (CSAT, NPS, response times).

Data-driven approach to identify trends and implement improvements.

+ Operational Excellence - Knowledge of CRM systems, call center technologies, and workflow optimization. Budgeting and resource allocation skills.

+ Change Management - Ability to lead process improvements and adapt to evolving customer needs. Skilled in managing organizational change and team buy-in.

+ Leadership & People Management - Ability to inspire, coach, and develop teams.

+ Customer Experience Expertise - Deep understanding of customer journey and service standards.

** Behaviors:*
* + Lead Strategically - Set clear goals, communicate priorities, and model accountability.

+ Champion the Customer - Listen actively, advocate for customer needs, and resolve escalations with empathy.

+ Drive Decisions with Analytics - Monitor KPIs, analyze trends, and make informed decisions.

+ Drive Operational Excellence - Ensure process consistency, optimize workflows, and manage resources effectively.

+ Develop…