Director, Customer Services Fullfilment

The Director of Customer Service Fullfilment is a strategic, leadership role focused on optimizing processes, systems, and workflows across the Customer Service organization. This position plays a pivotal role in driving operational excellence, ensuring the seamless integration of key customer success functions, and elevating the overall customer experience. As a visionary leader, the Director will manage and oversee the end-to-end operational processes across BSP business, ensuring alignment with organizational objectives. This role will work closely with the Customer Engagement team to maintain data integrity and operational efficiency, while ensuring that the customer journey remains exceptional from start to finish. In addition, the Director will drive a culture of accountability, precision, and collaboration, enabling that all customer-facing activities are executed flawlessly.

• Strategic Leadership and Operational Excellence: Lead the Customer Service Fullfilment function, ensuring that processes are continuously optimized for efficiency, scalability, and quality. Foster a culture of accountability, collaboration, and continuous improvement within the team.
   
• Customer Experience Advocacy: Serve as a champion for the customer experience, ensuring that all CS fullfilment activities are aligned with the organization’s vision for exceptional service and satisfaction. Collaborate cross-functionally to ensure that internal and external customer needs are met and expectations exceeded.

• End-to-End Order Management: Oversee the accurate management of all customer orders, ensuring accuracy and timeliness in ERP systems. Take responsibility for the execution of order entry, order acknowledgements, returns, credit/debit notes, and documentation.

• Data Integrity and Systems Management: Lead efforts to maintain high standards of data quality and integrity across all systems. Drive improvements in the customer data management process, including ERP updates and ensuring seamless information flow between customer systems and internal stakeholders.

• Supply Chain and Stakeholder Collaboration: Act as a strategic partner to internal stakeholders, including Supply Chain Management, Operations, Quality, and Shared Services. Develop and implement processes that facilitate smooth communication and collaboration across departments to meet customer requirements efficiently.

• Customer Data Creation and Maintenance: Oversee the initiation of new customer accounts and ensure the accurate creation of related data, including item creation, pricing, and master data updates in SAP. Ensure customers receive necessary documentation, such as certifications and export/import-related documents.

• Supply Chain and Logistics Coordination: Collaborate with the supply chain and manufacturing teams to address any customer-specific challenges, such as delays or requested changes in delivery dates. Ensure the most efficient and customer-centric solutions are found.

• Document Control and Compliance: Manage the handling and distribution of customer-related documentation, including shipping instructions, CMIRs, and other compliance documents, ensuring accuracy and adherence to regulations.

• Cross-Functional Collaboration: Work closely with senior leaders across the organization to align Customer Services Fullfilment with overall business goals. Provide operational insights and recommendations to inform business strategy and decision-making.

• We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential.
• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
• Paid parental leave
• Education assistance program
• Employee assistance program
• Various healthcare plan options as well as 401(k)​

Brenntag provides equal employment opportunities to qualified applicants and employees of all backgrounds and identities to create a workplace where difference is valued because it forms a resilient and more innovative organization. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Human Resources at [email protected] (phone, tty, fax, email, etc.).

Brenntag North America, Inc. and its subsidiaries use E-verify, a government-run, web-based system that allows employers to confirm the eligibility of their employees to work in the United States.  For more information, please go to https://www.e-verify.gov/employees or view the poster at https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster.pdf.