Director Customer Service

Join Ecolab as a Director, Regional Customer Service and lead multiple customer service functions within a region or site providing senior operational leadership. In this role, you will be responsible for best-in-class performance achieving agreed upon SLA’s, goals, and policies for each team while ensuring effective and efficient business processes across the area of responsibility and to optimize potential points of leverage. You will be engaged with the businesses acting as a strategic business partner enabling growth opportunities and synergies. Additionally, you will be responsible for meeting financial targets, leading and managing the staffing systems, cost and procedures required to accomplish the primary customer care function. This is a highly cross functional role that supports alignment and standardization across North America Customer Service on performance metrics, technology, and business continuity planning, all while promoting employee engagement to drive customer effectiveness.

What’s in it For You

• The opportunity to take on some of the world’s most meaningful challenges, helping customers achieve clean water, safe food, and healthy environments
• The ability to make an impact and shape your career with a company that is passionate about growth
• The support of an organization that believes it is vital to include and engage diverse people, perspectives and ideas to achieve our best

What You Will Do

Talent Development

• Recognizing the unique and diverse characteristics and capabilities of everyone on the team and actively working to build upon individual strengths.
• Performs annual performance and talent development activities with all direct reports and achieves year-on-year progress on employee development.
• Develops direct reports that are expandable and promotable.
• Leverages talent to meet functional growth goals.
• Engages in recognition efforts that are sought for use by other functions.

Leadership

• Applies technical, customer, and business knowledge to influence the strategic direction of the functions.
• Responsible for short-term strategy specific to own functions, providing input to the long-term strategy of broader functions.
• Is a role model for the organization in leadership and business practices, and strengthens and promotes the Ecolab culture.
• Engages the entire function in seeking out new opportunities.
• Manage risk-taking and change leadership to achieve large-scale results.

Innovation

• Consistently seeks opportunities to streamline own functions and improve collaboration with other functions.
• Develops innovative or original ideas and leads/co-leads complex cross-functional projects.
• Actively seeks industry–wide best practices and evaluates potential benefits.
• Strives for continuous improvement of the Order to Cash processes.

Relationships

• Is recognized by Business, Regional Leaders, and subordinates as a trusted and respected functional Leader and sets the standard among peers for working effectively across divisional and functional boundaries.
• Fosters a climate that supports relationship building at all levels throughout the organization.
• Promotes Global Shared Services and Customer Service
• Addresses and resolves issues raised by internal and external customers.

Delivering Results

• Delivers upon a great customer experience by exceeding performance goals.
• Owns Regional Customer Service strategy and operational results.
• Meets agreed-upon service levels, effectiveness, and efficiency measures.
• Manages operating expenses within the budget, accurately forecasts expense and headcount outlook monthly, and supports the annual budget plan process.
• Leverages process and technology to improve performance and deliver better year-on-year results with lower costs.

Position Details: Located in either Eagan, MN or Naperville, IL (hybrid)

Minimum Qualifications

• Bachelor’s degree
• Minimum 10 years of proven performance and growth in a customer service, sales, marketing, and/or supply chain role
• Minimum 5 years of experience in a management and/or leadership capacity
• Previous experience managing a multi-million-dollar budget.

Preferred Qualifications

• MBA
• Six Sigma certification
• Minimum 5 years of Customer Service Operations management experience in a high-volume and technically advanced call center
• Experienced with Call Center Technology, processes, and protocols.
• Effective at public speaking and delivering presentations.
• Strong leadership, project management, and analytical skills
• Ability to work collaboratively and cross-functionally in a fast-paced environment.
• Ability to manage, assess, and develop a large staff in a deadline-intensive environment.
• Ability to multitask and work well under pressure
• Knowledge of Ecolab’s policies and procedures

The base salary range for this position is $136,600.00 - $204,800.00. This position is eligible for annual bonus and long-term incentives based on performance, per plan terms. Many factors are taken into consideration when determining compensation, such as experience, education, training, geography, etc. We comply with all minimum wage and overtime laws.

Ecolab strives to provide comprehensive and market-competitive benefits to meet the needs of our associates and their families. Click here to see our benefits. 

If you are viewing this posting on a site other than our Ecolab Career website, view our benefits at jobs.ecolab.com/working-here.