Vice President, Client Services

This is a Full Time Job

The Vice President of US Client/Customer Service leads a high-performing team of customer service professionals. This role is responsible for driving operational excellence by establishing and monitoring key performance indicators (KPIs) and service level agreements (SLAs), ensuring continuous improvement across distribution and manufacturing operations. The Vice President oversees seamless onboarding of new customers, acts as the primary liaison to the Executive Team for all customer service and operational matters, and champions initiatives that enhance customer satisfaction and business growth.

What you'll do:
• Provide strategic direction and leadership for all customer service activities, ensuring full compliance with SLAs and achievement of KPI targets.
• Oversee all distribution operations in partnership with the Supply Chain team, maintaining high standards of service and operational efficiency.
• Design, implement, and manage robust systems for KPI and SLA data capture, enabling timely and transparent performance reporting to customers and executive leadership.
• Lead the development and execution of comprehensive customer onboarding project plans, ensuring all business requirements are met for a smooth transition to production.
• Drive the creation and deployment of innovative system applications that enhance supply chain capabilities, reduce costs, and improve customer service.
• Collaborate with the SVP of Sales to support warehousing, distribution, and transportation activities, ensuring all shipments, receipts, and returns meet customer requirements and are delivered on time and in full.
• Develop and execute action plans to address evolving business needs, capitalize on new revenue opportunities, and respond proactively to changing customer requirements.
• Champion quality initiatives, including ISO and other critical-to-quality programs, to ensure delivery of superior products and services.
• Partner with IT to implement distribution system enhancements, streamlining processes and eliminating inefficiencies to drive continuous improvement.
• Prepare and present detailed performance reports to the Executive Team, clearly communicating results against established targets and identifying areas for improvement.
• Oversee contract management, ensuring adherence to excellence standards and instituting corrective actions to address any service level failures.

Who you are:
• Bachelor’s degree in business or a related field.
• At least 10 years of progressive experience in account management or customer service, including a minimum of 5 years managing large, multi-site teams.
• Demonstrated expertise in analytics, leadership, team building, customer service, and decisive problem-solving.
• Proven track record of leading organizational change, driving operational improvements, and fostering a culture of excellence.
• Strong communication and stakeholder management skills, with experience collaborating across functions and with executive leadership.