Director of Customer Service & Strategic Accounts in Mountain Home, Idaho at Inventive Group

About Inventive Group

A 40-year-old premium brand in towing, recovery and work truck equipment, manufactured in Idaho.

A company rebuilding its commercial organization from the ground up, so you will help shape it rather than inherit it.

Lean and Toyota Production System practice applied throughout the business, including in sales and service.

Direct access to the CEO and to Engineering, providing a short path from a customer problem to a product change.

A genuine build role where you define the function rather than maintaining someone else's version of it.

About the role

Inventive Group is hiring a Director of Customer Service & Strategic Accounts to build and lead the customer service organization across all of our brands. Today customer service is distributed with no single owner. This role exists to change that, allowing you to set the standards, build the team, and own the service experience our dealers and customers get.

The role carries a second accountability that sets it apart from a conventional service management job. Our strategic accounts are won on terms and kept on performance, focusing on quote turnaround, order accuracy, warranty resolution, and the quality of the daily relationship. Those outcomes belong to this seat.

What you will do

• Lead five direct reports across territory customer service, support and front-of-house, with functional oversight of a sixth.
• Own order-to-cash service standards, including quote turnaround, order accuracy, warranty cycle time, and first-pass resolution.
• Own servicing and retention for our strategic accounts, in partnership with the Director of Sales.
• Build and own the Customer Service career ladder, training standards, and onboarding.
• Hold the pairing discipline between each Customer Service Representative and the Territory Sales Representative they support.
• Route recurring warranty causes to Engineering and Operations as improvement input rather than case by case.
• Apply and sustain Lean practice in the service area, including 6-S, Kata coaching, and PDCA.

What you bring

• 5+ years leading a customer service, inside sales, or account management team, including hiring, performance management and development.
• Experience in a manufacturing, wholesale or dealer-channel environment where order accuracy and lead time drive customer satisfaction.
• Demonstrated ability to define service standards and hold a team to them consistently.
• Working command of ERP and CRM systems, including building and interpreting service and sales reporting.
• Comfort handling an escalated customer directly.
• Bachelor's degree in Business or a related field, or equivalent experience.
• Ability to travel 20 to 40 percent, including overnight.