Customer Service Director, Pneumatics

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Position Summary

The Customer Service Director will lead the North America Customer Service function for the Pneumatics Platform, overseeing teams across four North American sites (Gast, Airtech, US Valve MD & NC). This role is accountable for delivering a consistent, proactive, and high-quality customer experience throughout the order-to-cash cycle-from purchase order receipt through shipment and post-shipment activities (RMAs, credits, and issue resolution).

The Director will define and execute customer service strategies aligned with commercial objectives, driving service excellence, customer retention, and satisfaction. This position partners closely with Commercial, Finance, Operations, and IT to ensure systems, data integrity, and reporting infrastructure to enable transparency and performance. Additionally, the role leads the Customer Service AA Team, fostering continuous improvement, CRM adoption, and cross-site collaboration.

Essential Duties & Responsibilities

Strategic Leadership

• Develop and implement a customer service strategy aligned with Pneumatics growth goals and revenue targets.

• Define service standards and KPIs to measure customer satisfaction, retention, and operational efficiency.

• Collaborate with senior leadership to ensure customer service supports broader business objectives.

Order-to-Cash Execution (Post-PO)

• Own the process from order receipt through shipment, including order entry, acknowledgements, proactive updates, and issue resolution.

• Standardize communication templates for acknowledgements, delays, and shipment notifications.

• Ensure consistent handling of RMAs, credits, and returns in partnership with Finance and Operations.

Standardization & Governance

• Establish and deploy platform-wide Customer Service policies, SOPs, and Service Level Agreements.

• Implement dashboards and reporting tools for visibility across sites, identifying trends and driving corrective actions.

• Audit compliance to standards and hold site leaders accountable for performance.

Systems & Data Integrity

• Partner with Finance and IT to ensure ERP (JD Edwards), CRM (Dynamics), and related tools support standardized workflows and accurate data.

• Lead master data validation efforts for customer records, pricing, and shipping details.

• Drive automation and reporting enhancements to improve efficiency and reduce errors.

Leadership & Team Development

• Lead, mentor, and coach Customer Service Supervisors and teams across multiple sites.

• Build a unified culture through the Customer Service AA Team, promoting best practice sharing and collaboration.

• Conduct regular performance reviews, skills assessments, and implement cross-developmental training programs.

Continuous Improvement

• Apply Lean and 80/20 principles to streamline workflows and eliminate waste.

• Lead root-cause analysis for order errors and delayed credits; implement corrective actions.

• Facilitate Kaizen events focused on order-to-cash optimization and customer experience improvement.

Skills & Attributes:

• Empathy & Customer-Centric Mindset - Always prioritizing customer needs.

• Strategic Thinking - Aligning service goals with business objectives.

• Resilience & Adaptability - Handling high-pressure situations calmly.

• Collaboration - Working cross-functionally with Sales, Marketing, and Operations.

• Innovation - Driving continuous improvement and leveraging technology.

• Analytical & Problem-Solving - Proficient in analyzing metrics (CSAT, NPS, response times).

Data-driven approach to identify trends and implement improvements.

• Operational Excellence - Knowledge of CRM systems, call center technologies, and workflow optimization. Budgeting and resource allocation skills.

• Change Management - Ability to lead process improvements and adapt to evolving customer needs. Skilled in managing organizational change and team buy-in.

• Leadership & People Management - Ability to inspire, coach, and develop teams.

• Customer Experience Expertise - Deep understanding of customer journey and service standards.

Behaviors:

• Lead Strategically - Set clear goals, communicate priorities, and model accountability.

• Champion the Customer - Listen actively, advocate for customer needs, and resolve escalations with empathy.

• Drive Decisions with Analytics - Monitor KPIs, analyze trends, and make informed decisions.

• Drive Operational Excellence - Ensure process consistency, optimize workflows, and manage resources effectively.

• Develop Talent - Coach teams, recognize performance, and build succession plans.

• Collaborate & Influence - Work cross-functionally and gain buy-in for service initiatives.

• Adapt & Innovate - Lead change, embrace new technologies, and encourage continuous improvement.

Education & Experience:

Bachelor's degree in Business, Operations, or related field (MBA preferred).

• 7+ years of progressive experience in Customer Service or Order Management, including 3+ years managing multi-site teams.

• Strong knowledge of ERP systems (JD Edwards preferred), CRM tools (Dynamics), and data visualization tools (Excel, Power BI).

• Proven ability to create process standards, metrics, and accountability frameworks.

• Excellent communication, problem-solving, and change management skills.

• Experience in manufacturing or industrial distribution environment strongly preferred.

Supervisory Responsibilities

• Direct oversight of Customer Service Supervisors, Representatives, and Specialists across four sites.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

Total Rewards

The compensation range for this position is $127,200.00 - $190,800.00, depending on experience. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page:

IDEX is an Equal Opportunity Employer . IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [email protected] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

Artificial intelligence is not used to screen, assess or select applicants.

This posting is for an existing vacancy.

Job Family: Sales

Business Unit: Airtech