Director of Customer Success

$ 2,500 Sign-On Bonus **($ 1,250 paid day 90 / $ 1,250 paid day 180)

**Chroma Color Corporation, **headquartered in McHenry, Illinois is built on the strength of market leaders (Breen, Carolina Color, Chroma, Hudson Color, Polymer Concentrates, Plastics Color Corporation, Epolin, Color Resources and J. Meyer & Sons) who have come together to form an exciting company creating unlimited potential to win in the marketplace. Chroma has 7 locations throughout the United States. We have a broad customer base with extensive product offerings and technologies. Many of our materials are used in products you might see every day— for example if you washed your hair this morning, the shampoo bottle you used may have been made from one of our products. Or if you were working outside with lawn care equipment or a chain saw, one of our products may have helped you accomplish a task to help you maintain your home. More unique uses of our products can be seen in specialized applications where our products support our active military in the work they do to keep all of us safe. From routine daily-life to life-saving applications—we make a difference. Our broad scope of products and services keeps our environment interesting and challenging with a culture focused on success. If you want to make a difference in a fast-paced environment with a company large enough to offer you room to grow but not so large that you become “just a number”, Chroma might be the ideal company for you.

We offer a competitive salary, an incentive bonus plan and competitive benefit programs. Benefits include medical, dental, vision, company paid life and long-term and short-term disability programs plus flexible spending accounts and a strong 401(k) matching program. In addition, we offer a generous Paid Time Off and Holiday Program. Most benefits start day one!

As the Director of Customer Success, you will play an essential role in ensuring that our customers receive exceptional service throughout their journey with us. You will lead and inspire a dedicated team of customer support representatives, ensuring they are well-equipped to deliver outstanding service and foster strong, long-lasting relationships with our valued customers.

Responsibilities:

• Lead and oversee the customer service function, providing guidance and support to the team in managing customer projects from initiation to successful completion.

• This position has Leads as direct reports for multiple sites but also maintains a direct team responsibility as well.

• Collaborate with cross-functional teams, such as sales, supply chain, and operations, to streamline processes and enhance the overall customer experience.

• Prepare and conduct performance reviews as well as directing the activity for Leads, providing constructive feedback and creating individual development plans to foster professional growth.

• Implement performance metrics and KPIs to assess team performance, productivity, and customer satisfaction levels.

• Must be an effective “change agent” to manage the change process while keeping the team motivated.

• Manage all activities associated with incoming customer service operations, including developing and implementing policies and procedures.

• Ensures effective & continuous improvement of processes, systems, and communications to enhance efficiency and customer experience.

• Evaluates root cause analysis to eliminate reoccurring customer issues.

• Conduct regular training sessions to enhance the team's skills and knowledge, ensuring they are well-equipped to handle various customer scenarios.

• Actively provide the executive team, insights and recommendations for the organization's growth and success.

• Keep ahead of industry’s developments and apply best practices to areas of improvement.

Qualifications:

• Bachelor's degree strongly preferred.

• Minimum of 5-7 years of experience in a management role within a customer service function having led in a change oriented culture.

• Previous experience within a manufacturing organization is highly desirable. Strong collaboration skills is critical.

• Strong understanding of customer support strategies and best practices.

• Must demonstrate excellent communication (verbal & written) and interpersonal skills to build strong relationships with internal and external stakeholders. Must have strong leadership presence, the ability to work independently while collaborating, advanced critical thinking and problem solving skills. Must be a strong multi-tasker with a keen sense of prioritizing and directing.

• Ability to use ERP systems and Microsoft Office programs effectively including the ability to design optimal work flows that create exceptional customer experience.

• Continuous Improvement skills and experience is essential.

• Demonstrated ability to lead and inspire a team, driving them towards achieving common goals.

• Customer-centric approach with a passion for delivering exceptional service.

• Travel to sites: 25% - 30%.

Successful candidates must be able to pass a pre-employment physical and pre-employment background check. Chroma provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties & requirements of a job. Chroma will use E-Verify to ensure employment eligibility of newly hired employees where required.

You should be proficient in:

• Experience in a Manufacturing Environment
• Customer Service