Director of Customer Service

Summary:

The Global Director of Customer Service will lead and oversee the customer service operations across multiple regions. This pivotal role will be responsible for driving world-class customer service across all Binks markets, including North America, Latin America, EMEA, and APAC. This is an exciting opportunity for an experienced, strategic leader to shape the future of our customer experience and ensure alignment with global operational excellence.

Essential Functions

• Lead and execute global customer service strategies to align with Bink’s business goals, ensuring exceptional service delivery across North America, Latin America, EMEA, and APAC.
• Manage and mentor a high-performing, globally distributed customer service team, providing coaching, development, and performance management to ensure excellence across all regions.
• Oversee the development, implementation, and continuous improvement of global customer service processes, driving operational efficiency and customer satisfaction through KPIs.
• Foster cross-functional collaboration with Sales, Marketing, Product Development, and Logistics to ensure seamless service and alignment with customer needs.
• Lead the adoption and integration of advanced customer service technologies (CRM, EDI, AI-driven tools) to improve customer interactions and streamline service operations.
• Ensure global product knowledge is maintained across the customer service team, with ongoing training initiatives focused on Bink’s technical products, such as DeVilbiss, and Ransburg.
• Lead customer service innovations, ensuring the team is equipped to handle complex inquiries and provide proactive solutions, ultimately enhancing the customer experience.
• Develop and execute global performance management systems, providing regular feedback, recognition, and addressing underperformance in alignment with company standards.
• Drive customer retention and satisfaction initiatives, managing escalations and working proactively to resolve issues and ensure long-term loyalty.
• Provide strategic reporting and analysis to senior leadership, identifying trends, opportunities for improvement, and influencing decision-making through data-driven insights. 

Required:

• Education: Bachelor’s degree in Business Management, International Business, or a related field; Master’s in Business Administration (MBA) or equivalent is preferred.
• Experience: Minimum of 10 years in customer service, with at least 5 years in a senior leadership role, preferably within a global manufacturing or industrial environment.
• Proven track record of managing customer service operations across multiple regions or countries, driving strategic initiatives and operational efficiencies.
• Strong leadership skills with experience in managing and developing globally distributed teams, fostering a culture of performance excellence and customer-centricity.
• Expertise in process design, continuous improvement, and implementing best practices across customer service functions.
• Technical aptitude and experience in industrial equipment, spray finishing, or related industries, with the ability to quickly learn and lead product knowledge initiatives.
• Strong business acumen, with the ability to align customer service objectives with corporate goals and drive results.
• Advanced proficiency with CRM systems, EDI processes, Epicor, and other customer service-related technologies.
• Excellent communication and interpersonal skills, with the ability to influence senior leadership and work collaboratively across functions.
• Travel – Ability to travel both domestically and overseas