Director of Customer Service

Overview

Imperial Dade, a leading Norlh Arnerican distributor, has a role available in City of Industry! We are looking for a Director, Customer Service - Pacific States to join our tearn. Join a strong and continuously evolving group, helping to continue to grow our business. If you are eager for your next challenge, Imperial Dade is a great place to take that next step.

We are seeking a dynarnic and highly skilled Director, Customer Service - Pacific States, to lead our customer service teams and drive our commitment to exceptional custorner satisfaction. As the Director, Custorner Service - Pacific States, you will play a pivotal role in sliaping our custorner service strategy, cultivating a customer-centric culture,and ensuring that our teams deliver a seamless and positive experience for our clients. You will work closely with cross-functional teams to establish effective service protocols, reasure service perforrnance, and implernent best practices across all customer touchpoints. Your leadership will directly influence customer retention, loyalty, and overall company reputation. This position requires a proactive and inlovative thinker who can analyze-customer feedback, identify areas for improvement, and develop training programs that enhance the skills of our customer service representatives. You will be responsible for overseeing the daily operations of the customer service department, managing budgets, and utilizing customer insights to inform strategic decisions. The ideal candidate will be passionate about serving customers, with a proven record in leadership and service excellence, and is looking to make a significant irnpact in a fast-paced environment.

Imperial Dade is the leading independently owned and operated distributor of foodservice packaging and janitorial supplies in North America. As a provider of customized supply chain solutions, we serve customers in many business-to-business market segments including restaurants, grocery stores, healthcare, sports and entertainment, and cruise lines. Founded in 1935 and headquartered in New Jersey, Imperial Dade serves as a mission-critical partner to more than 120,000 customers through our footprint of 130 branches.

**All correspondence will come directly from Imperial Dade and not a personal email address.*

Responsibilities

You will:

• Develop and implernent customer service strategies that align with business goals.
• Lead, mentor, and train customer service managers and representatives to foster a culture of excellence.
• Analyze customer service metrics and feedback to drive performance improvernent initiatives.
• Oversight of customer service operations to ensure efficient fulfillment of client inquiries and issues.
• Collaborate with other departments such as Sales and Marketing to enhance the customers experience.
• Help build operating solutions for new and existing customers to meet expectations and gain a competitive advantage.
• Create and manage budgets for the customer service departrnent and ensure efficient allocation of resources.
• Acts as an internal consultant and reviews all transactional breakdowns to identify, trends and necessary controls/solutions. Meets with key stakeholders to share findings and propose solutions.
• Acts as continuous improvement expert. Builds or modifles new systems and processes to gain efficiencies and improve accuracy.
• Stay inforrned of industry trends and best practices in customer service to maintain a competitive edge

Qualifications

You have:

• Bachelor's degree in business, managment, or a related fields; advanced degree preferred.
• Minimurn of 7 years of experience in customer service roles, with at least lears in a leadership position.
• Proven track record of developing and irnplementing successful customer service strategies.
• Exceptional communication and interpersonal skills to interact effectively with customers and team rnembers.
• Strong analytical skills to evaluate performance metrics and identify areas for irnprovement.
• Ability to lead diverse teams and manage various stakeholder relationships effectively.
• Proficiency in customer service software and tools, along with the capability to learn new technologies quickly.

We offer a dynamic environment for our more than 7,500 employees to work, learn, and grow professionally. We value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits (medical, dental, vision), a 401(k) program with company match, a shared ownership program, life insurance, a generous paid time off package, educational reimbursement, paid family leave, and adoption assistance. We are excited to invite talented individuals with a passion for excellence to join our team.

Imperial Dade is an EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history, or genetic information, political affiliation, military service, or other non-merit-based factors.