Senior Director, Customer Service

The Senior Director of Customer Service will play an integral role in shaping and executing our customer service strategy to deliver best-in-class support and enhance customer satisfaction across Fortune Brands Innovations. This position will be responsible for leading and developing a team of Customer Service Managers throughout North America, optimizing service processes, and implementing initiatives to drive continuous improvement and operational excellence. This is a highly visible and strategic role that regularly provides insights to executive leadership.Position Location: This position is eligible for a hybrid schedule. This position requires in office presence Tues-Thurs, with the option to work remotely on Monday & Friday. RESPONSIBILITIES:Lead the customer service business to business organization for Fortune Brands Innovations. Develop and execute a comprehensive customer service strategy aligned with FBIN’s business objectives, customer needs, and industry best practices.Lead and mentor a team of customer service managers, supervisors, and representatives, providing guidance, coaching, and support to drive performance and achieve service excellence.Define and monitor key performance indicators (KPIs) and metrics to assess and drive improvements to customer service performance, including response times, average handle times, error rates, transactions per hour, resolution rates, and customer satisfaction scores.Collaborate with cross-functional teams, including sales, marketing, pricing, operations, and IT, to ensure alignment of customer service initiatives with business goals and priorities.Implement customer service technologies and tools to enhance efficiency and effectiveness, such as Esker Cloud, customer portals EDI, and Lessonly.Develop and maintain customer service policies, procedures, and standards to ensure consistency, quality, and compliance with regulatory requirements and company policies.Lead the resolution of escalated customer issues, working closely with internal stakeholders to address root causes and implement corrective actions to prevent recurrence.Champion a customer-centric culture within the organization, emphasizing the importance of customer satisfaction, loyalty, and retention across all levels and departments.Stay abreast of industry trends, emerging technologies, and best practices in customer service, and recommend innovative solutions to enhance service delivery, customer experience and employee training standards.Prepare and present regular reports and updates on customer service performance, trends, and initiatives to senior leadership and key stakeholders.