**Experienced Vice President of Customer Service – Automotive Industry Leader**

Are you a seasoned customer service professional with a passion for delivering exceptional experiences? Do you have a proven track record of leading high-performing teams and driving business growth through innovative solutions? If so, we invite you to join our team as the Vice President of Customer Service at First Brands Group, a leading parent company of iconic automotive industry brands. **About Us** First Brands Group is a privately held organization that has been a driving force in the automotive repair and maintenance products industry for decades. With a global presence and a team of dedicated professionals, we are committed to building profitable, enduring growth among our customers while exceeding their expectations. Our headquarters are located in Cleveland, Ohio, and we operate across various business units, each with its unique strengths and opportunities. **Job Summary** As the Vice President of Customer Service, you will be responsible for leading our North American customer service efforts across all First Brands Group business units. This role requires a strong and diverse skillset, with a focus on unifying and developing our customer service departments, ensuring efficient order processing, and responding to customer requests. You will serve as the liaison between customer service and other functions within the organization, including IT, finance, sales, planning, and distribution. **Key Responsibilities** * Draft, implement, and execute policies and procedures to facilitate a quality customer service experience * Review processes and procedures to identify improvements and create efficiency * Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention * Drive customer service role standardization across business units * Develop role-based KPIs with appropriate tracking mechanisms * Direct and oversee customer service processes, including establishing internal control procedures, conducting audits, and documentation * Recruit, interview, hire, and train departmental staff and provide performance feedback * Oversee the daily workflow of the department * Build relationships with IT to ensure seamless customer service delivery * Represent the customer service function on key cross-functional corporate initiatives * Responsible for directing and assuring compliance with all policies, procedures, and customer-specific requirements related to orders * Schedule workload and standardize work hours driven by US customer base **Essential Qualifications** * Bachelor's degree and a minimum of 10 years' experience leading high-performing customer service organizations * Extensive experience with EDI and manual order management within Oracle and/or SAP ERP environments * Call center and CRM management experience * Experience servicing automotive aftermarket customers from US-based distribution centers * Experience researching and implementing tools and systems related to order management functions * Understanding of order receipt to delivery supply chain concepts and processes * Understanding of the order-to-cash process * Proficient with Microsoft Office Suite, specifically Excel, PowerPoint, and Word * Proficient in Office 365 SharePoint and Teams * Power BI data visualization development is a plus * Strong analytical and problem-solving skills * Strong management and leadership skills * Excellent verbal and written communication skills * Excellent interpersonal and customer service skills * Excellent organizational skills and attention to detail * Must have English fluency with confidence and ability to hold complex conversations with US-based customers * Up to 20% overnight travel domestically and internationally. Valid passport required **Preferred Qualifications** * Experience working across multiple business units operating on different order management systems * Experience managing customer service and customer experience at a consumer packaged goods or finished goods manufacturer * Advanced Excel and analytics skills * Demonstrated ability to develop and manage customer service KPIs * Ability to perform root cause analysis and develop corrective actions **Why Join Our Team?** * Competitive salary package commensurate with experience * Opportunity to work with a leading parent company of iconic automotive industry brands * Collaborative and dynamic work environment * Professional development and growth opportunities * Comprehensive benefits package, including health, dental, and vision insurance * 401(k) matching program * Paid time off and holidays * Flexible work arrangements, including remote work options **How to Apply** If you are a motivated and results-driven customer service professional with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to discussing this challenge with you and exploring how you can become a vital part of our success story. Apply To This Job Apply for this job