Director of Customer Service

The Director of Customer Service is a leadership role responsible for designing and leading a modern, data-driven, and highly automated customer service organization. This role oversees all customer service operations, leveraging technology, analytics, and best-in-class processes to deliver an exceptional end-to-end customer experience across all Hamilton Company business channels.

The Director sets the vision and operating model for customer service, with a strong focus on automation, self-service, AI-enabled tools, workforce optimization, and continuous improvement. This role is accountable for measurable gains in first-contact resolution, customer satisfaction, Net Promoter Score, operational efficiency, and employee engagement.

Essential Job Functions:

1. Strategic Leadership

• Establish and drive a long-term customer service strategy aligned with Hamilton Company's business objectives and growth plans.
• Set the strategic direction for customer service operations in alignment with broader business objectives.
• Develop, implement, and maintain customer service policies, procedures, and standards.
• Define and communicate the customer service vision and roadmap across the organization.

2. Team Management:

• Lead, mentor, and develop customer service specialists and representatives.
• Identify training needs and develop programs to enhance team performance and capability.
• Foster a high-performing, customer-centric culture focused on accountability and continuous improvement.

3. Operational Oversight:

• Own day-to-day customer service operations to ensure consistent, high-quality support across all channels (phone, email, chat, HubSpot, ERP, web, and other digital platforms).
• Monitor key customer service performance metrics and identify opportunities for improvement.
• Implement workforce management practices (forecasting, scheduling, real-time management) to optimize coverage, productivity, and service levels.
• Establish and continuously refine standard operating procedures (SOPs) to reduce variability, rework, and hand-offs.  Oversee the resolution of escalated customer issues, acting as a point of contact for complex or sensitive cases. 

4. Technology & Process Optimization:

• Drive digital transformation initiatives within customer service, including the evaluation and implementation of AI enabled tools and automation.
• Design and optimize end-to-end processes where possible - Partner with IT and Business Systems to ensure robust integrations between CRM (e.g., HubSpot), ERP, logistics, and other core platforms.
• Oversee systems for capturing, tracking, and analyzing customer feedback, inquiries, and service metrics.
• Standardize and continuously improve processes to increase efficiency, reduce handoffs, and improve first-contact resolution.
• Build and maintain dashboards and reporting to provide real-time visibility into performance, trends, and risk areas.

5. Cross-Functional Collaboration:

• Partner closely with Sales, Logistics, Product Management, Production, Technical Support, Finance, and other departments to improve the end-to-end customer journey.
• Establish closed-loop feedback mechanisms to turn customer feedback (surveys, complaints, product issues) into actionable insights for Sales, Product Management, Engineering, and operations.  
• Represent the Customer Service function in cross-functional projects and business reviews

6. Budget & Resource Management:

• Develop, manage, and optimize the customer service departmental budget.
• Ensure appropriate staffing levels, tools, and resources to meet service level expectations.
• Support workforce planning and capacity management based on demand trends.

• Proven experience in building or transforming centralized customer service organizations in a complex, technical, or multi-business-unit environment.
• Demonstrated track record of setting strategy, implementing standard processes, and delivering measurable improvements in key performance indicators (KPIs)
• Proven ability to build strong partnerships with Business Unit Leaders, Sales, Technical Support, Finance, Operations, and other stakeholders.
• Strong analytical skills; uses metrics and data to guide decisions and communicate effectively with leadership.
• Exceptional leadership and influencing skills, with experience mentoring and developing high-performing teams.
• Excellent verbal and written communication skills, with the ability to present complex information clearly to diverse audiences
• Strong organizational and time management skills, with the ability to manage multiple priorities and deadlines in a fast paced environment.
• Collaborative mindset with the ability to work effectively in cross-functional and matrixed environments.
• High proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with ERP systems and HubSpot (or similar CRM platforms) is required.

• Bachelor's degree in Business Administration, Engineering, or related field is required; an advanced degree (e.g., MBA or related) is preferred.
• 10+ years of progressive experience in customer service, customer operations, or related functions, with at least 5 years in a formal leadership role.
• Background in Life Sciences, lab instrumentation, industrial automation, or other technical products is strongly preferred.

• Diverse portfolio of exciting and innovative design projects.
• Tremendous opportunities for professional growth and advancement.
• Commitment to sustainable design.
• Competitive Compensation.
• Excellent Benefit Package (medical, dental, vision insurance, paid time off, disability insurance, 401k, tuition reimbursement and much more).
• Solid Stable Company.
• Drug free workplace.