Job Description

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

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