Director of Customer Service

Imperial Dade, a leading North American distributor, has Director, Customer Service - Pacific States available. If you are eager for your next challenge, Imperial Dade is a great place to take that next step.

We are seeking a dynamic and highly skilled Director, Customer Service - Pacific States, to lead our customer service teams and drive our commitment to exceptional customer satisfaction. 

Salary: $150,000 

Annual bonus: up to 15%

Schedule: Monday to Friday, 8 am to 5 pm

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.*

You will:

• Develop and implement 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 improvement 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 customer 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 department and ensure efficient allocation of resources.
• Acts as an internal consultant and reviews all transactional breakdowns to identify, trends and necessary controls/solutions. 
• Acts as continuous improvement expert. Builds or modifies new systems and processes to gain efficiencies and improve accuracy.
• Stay informed of industry trends and best practices in customer service to maintain a competitive edge

You have:

• Bachelor's degree or equivalent experience
• 7+ years of experience in customer service roles, with at least +2 years in a leadership position.
• Exceptional communication and interpersonal skills to interact effectively with customers and team members.
• Proficiency in customer service software and tools, and 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.