Director of Customer Support and Customer Experience

Description

Together, We Own it! Start your employee owner journey with Shorr Packaging.

The Director of Customer Support and Customer Experience will be responsible for overseeing and optimizing the entire customer journey, ensuring seamless support and a top-tier customer experience for Shorr Packaging.

This role focuses on developing strategies to enhance customer satisfaction, loyalty, and operational efficiency. The Director will lead, coach, and inspire a team of 8 customer support managers while working cross-functionally with various departments, including procurement, logistics, marketing, and sales, to build a customer-centric culture.

Key Responsibilities

Leadership & Strategy :

• Develop and implement strategies for delivering exceptional customer support and experiences.
• Lead and manage the customer support and experience teams to ensure high performance and continuous improvement.
• Build and maintain a customer-first culture, promoting innovation, empathy, and accountability within the team.
• Collaborate with key stakeholders to ensure the customer journey aligns with overall business goals and customer expectations.

Customer Support Operations :

• Oversee customer support management team and continuously improve processes, tools, and technologies to optimize efficiency and scalability in customer support operations.
• Implement KPIs and metrics to track and enhance team performance for each division.
• Develop and manage customer service policies, procedures, and standards.

Customer Experience Management :

• Analyze customer feedback, pain points, and data to drive enhancements in the overall customer experience.
• Work with marketing, and sales teams to ensure customer feedback is incorporated into customer onboarding, order process, Shorr Exchange enhancements, etc.
• Design and implement customer experience initiatives that increase customer satisfaction, retention, and loyalty.
• Monitor and report on key customer experience metrics (e.g., NPS, CSAT, CES).

Team Development :

• Recruit, train, and develop a high-performing team of customer support managers and be actively involved with hiring customer support specialists for each division.
• Foster a culture of continuous learning and professional development within the team.
• Provide ongoing coaching, mentorship, and performance evaluations to ensure team success and individual growth.
• Partners with Technical Training team to enhance training and development programs as the content expert and provides a career path through the functional area of the business
• Supports the talent management process for current and future needs for customer support roles and competencies, while working closely with the divisional leadership and HR teams.

Stakeholder Engagement & Cross-Department Collaboration :

• Serve as the voice of the customer within the organization, advocating for customer needs and improvements across departments.
• Collaborate closely with sales, marketing, and operations teams to ensure a unified approach to customer service and experience.
• Manage relationships with external vendors and partners to enhance customer support capabilities.

This position can be based out of our Aurora, IL, Cincinnati, OH or Indianapolis, IN divisions.

Qualifications

• Bachelor's degree in business, management, customer service, or a related field
• 8+ years of experience in customer support and experience roles, with at least 5 years in a leadership position.
• Proven track record of building and managing high-performing customer service teams.
• Strong strategic thinking and problem-solving skills.
• Experience with customer service tools, CRM systems, and data analytics. Salesforce preferred.
• Excellent communication, leadership, and interpersonal skills.
• Customer-first mindset with a passion for delivering exceptional experiences.
• Demonstrated experience transforming a customer service / sales support organization to meet changing market demands
• Experience and commitment to process improvements and use of IT systems to effectively support the sale force and serve the customer base.
• Experience in developing and implementing process change.
• The ability to organize and manage multiple priorities, service systems development and deployment.
• Strong analytical and problem-solving skills.

Shorr Benefits

• Build Wealth : Employee Stock Ownership Plan (ESOP) - Together, We Own It!
• Comprehensive Employee Benefits : Explore Shorr Employee Benefits
• Competitive base compensation plus targeted annual bonus plan
• Generous Paid Time off : Vacation, Personal, Sick and Floating Holidays along with company holidays
• 401K with company match
• Team based Employee Owner company culture

Shorr Packaging Corporation is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

It is the policy of the Shorr Packaging Corporate to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, protected veteran status, disability status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.