Customer Service Director - IPL

Who we are

IPL is a global leading sustainable packaging solutions provider that manufactures specialty rigid packaging products used in the food, consumer, agricultural, logistics and environmental markets. Sustainability is essential to the long-term success of our business. As a packaging company that develops plastic-based solutions for our customers, it is imperative that we meet the customer needs while being mindful of our operational impacts and the need to preserve our planet. We are committed to running our business responsibly and in ways that drive environmental, social and economic value for our stakeholders, including shareholders, customers, employees and local communities. We employ over 2,500 people in 18 manufacturing facilities, 2 corporate & sales offices and 3 R&D facilities across Canada, China, Europe, and the United States.

Read more about our story at: www.iplglobal.com

The role:

The Director of Customer Service will lead and manage the customer service team for IPL North America. This role is responsible for ensuring customer satisfaction by proactively managing and resolving customer issues, overseeing service processes, and collaborating with internal teams to meet business objectives. The ideal candidate will have a strong background in customer service, operations management, and leadership, preferably within the manufacturing or plastics industry.

Key Responsibilities:

• Leadership & Team Management: lead, mentor, and develop a team of customer service professionals, fostering a culture of excellence, collaboration, and continuous improvement.
• Customer Management: Proactive customer management, ensuring prompt communication, transparency, and direct interaction to ensure and satisfactory outcomes for both the customer and the company.
• Process Improvement: Identify opportunities to streamline and enhance customer service processes, implementing best practices to reduce response times and improve overall efficiency. Leverage IPL’s ERP where possible to automate and improve.
• KPI’s: Establish and monitor key performance indicators (KPIs) to track team performance, customer satisfaction, and service quality.
• Cross-functional Collaboration: Collaborate with internal teams such as sales, production, supply chain, and finance to ensure seamless communication and resolution of customer-related issues.
• Customer Relationships: Build and maintain strong relationships with key customers, acting as the point of escalation for any complex issues and ensuring their needs are met.
• Data Analysis & Reporting: Analyse customer service data to identify trends, areas of concern, and opportunities for improvement. Provide regular reports to senior management on customer service metrics and performance.

The successful candidate will have:

• Bachelor's degree , Operations Management, or a relevant field preferred.
• 8+ years of experience in customer service management or like commercial role, with at least 3 years in a leadership role.
• Experience in the manufacturing or plastics industry is highly preferred.
• Proven ability to lead and develop high-performing teams.
• Strong problem-solving and conflict resolution skills, with a proactive approach to customer issue management.
• Excellent communication and interpersonal skills including consulting, influencing, and negotiation skills.
• Demonstrated experience in collaborating cross functionally.
• Strong analytical skills and the ability to translate data into actionable insights.
• Ability to perform consistently aligned with IPL Values.
• Available to travel as needed.

If you have the above experience and are looking for a role where you can make a real difference, apply today to find out more!