Director of Customer Service

We are a precision-driven provider of conformal coating services for printed circuit boards (PCBs), proudly serving high-reliability markets including aerospace, defense, drones, and advanced technology. Our clients demand timeliness, traceability, and white-glove service—values that guide every step of our operation.

As we scale our delivery capability and customer base, we are building a world-class service function that can match the technical excellence of our products with seamless communication, execution, and responsiveness.

Position Summary

We are seeking a Director of Customer Service and Account Management who brings a “player/coach” mentality—someone who is equally comfortable managing a team and handling key accounts personally. This individual will lead a team of CSRs, define best practices, and set the standard for exceptional communication, conflict resolution, and timeline reporting.

This is a pivotal leadership role responsible for owning the customer experience from order intake through fulfillment, while developing a scalable model that ensures consistency, accuracy, and transparency for all customers— where precision and follow-through are non-negotiable.

Key Responsibilities

Act as the primary contact for a portfolio of high-value customers while mentoring and managing a growing team of Customer Service Representatives.

Oversee all aspects of customer communication including order entry, production updates, delivery confirmations, escalations, and conflict resolution.

Define and implement customer service SOPs, including email templates, response frameworks, escalation paths, and service level expectations.

Teach and model what stellar customer service looks like: clear acknowledgment of customer concerns, detailed follow-through plans, and timely updates on next steps.

Drive operational alignment between customer service, planning, production, and quality to ensure customers receive reliable and accurate updates on timelines and order status.

Establish clear internal workflows for processing orders, managing changes, and resolving issues, ensuring ownership and accountability at each stage.

Serve as a champion for the voice of the customer in internal meetings and decision-making processes.

Track and report on key customer service metrics (e.g., on-time communication, response time, issue resolution rates) to inform improvements.

Coach team members through real-time correspondence reviews and feedback, ensuring tone, detail, and professionalism align with brand expectations.

Qualifications & Skills

Bachelor’s degree in Business, Operations, or a related field preferred.

7+ years of customer-facing experience, including at least 2+ years in a leadership or team management role.

Background in manufacturing, electronics, or high-compliance industries (e.g., aerospace, defense, medical devices) strongly preferred.

Demonstrated ability to manage customer escalations, build trust, and provide transparent updates under pressure.

Exceptional written and verbal communication skills—must be able to train others in email etiquette, response structure, and tone.

Experience setting up and refining customer service processes, including CRM or ticketing systems.

Naturally detail-oriented and highly responsive—able to juggle competing priorities and meet deadlines without sacrificing quality.

A hands-on leader who leads by example and isn’t afraid to jump in to get the job done.

What We Offer

Competitive salary and leadership incentives

Full benefits package (health, dental, vision, 401k)

Paid vacation and holidays

Opportunity to shape a high-impact function and grow a team

Daily engagement with advanced technology clients and meaningful work