The Director of Customer Service

The Director of Customer Service leads  unifies, and advances HAI’s U.S. customer service operations, ensuring  end-to-end excellence across the customer lifecycle. This role partners closely with all departments to deliver reliable, scalable service while driving continuous improvement in a complex environment.

Key Accountabilities

Leadership & Team Management

- Lead and develop a multi-level customer service organization with a focus on accountability, talent development and cross-functional training to achieve business objectives
- Partner cross-functionally with Commercial Teams, Logistics, Finance, IT, and HR 
Customer Operations
- Own end-to-end order-to-cash and purchase to-pay-processes
- Ensure high customer satisfaction and service reliability
- Define, track, and improve KPIs and service metrics
Systems & Process Optimization
- Act as functional co-lead for SAP S/4 operations
- Drive workflow standardization and process improvements with ensured date integrity

Performance Indicators

- Order accuracy and fulfillment performance
- Customer satisfaction,  escalation management, resolution timeliness
- Billing accuracy and dispute reduction
- SAP data integrity and process compliance
- Employee engagement, retention, and succession readiness

Qualifications

Required:- 7+ years of progressive experience in customer service, operations, or order management
- 3+ years of people leadership experience, managing multi-level and/or cross-functions  teams
- Experience with  SAP VIM or similar invoice / document management solutions 
- Hands-on experience with ERP Systems, SAP S/4 experience
- Strong working knowledge of end-to Order-to-Cash and Purchase-to-Pay processes

Preferred:

- Background in distribution 
- Exposure to bulk logistics or complex supply chain operations