Client Services Director - Groveport

KDC is a network of best-in-class custom formulators and manufacturers of color cosmetics, skincare, haircare, bath & body, fragrance, deodorant, home, health, industrial, and auto care products. KDC delivers high-touch innovation, operational excellence, and speed to market to well-known and emerging beauty, personal, and specialty companies from coast to coast. KDC has its head office in Longueuil, Québec. In addition, KDC has 10 operating facilities located throughout North America. Altogether, the company employs nearly 4,800 talented and dedicated employees in North America.

kdc/one Groveport is part of the kdc/one network, the leading best-in-class producer of beauty and personal care products.  We are a diverse and passionate team of experts offering innovative, turn-key solutions to our customers through ideation, formulation, design, packaging and manufacturing of products.   With over 15,000 passionate, innovative employees working in 25 manufacturing sites across the world, we want you to join our growing team. 

Our Groveport site has an immediate opening for an experienced,  dynamic Director of Client Services who will responsible for ensuring that the team delivers exceptional client service for established by anticipating customer needs, resolving issues promptly and providing valuable information about product and services.

This position will be responsible for the following:

• Build a talented and motivated team of client service managers and representatives; hiring, developing, training and managing the team
• Promote a safe working environment and adhere to health, safety and environmental procedures, company safety rules, good manufacturing practices (GMP’s), standard operating procedures (SOP’s) in line policies at all times
• Monitor and assign accounts to the client services team members, and handle key accounts as needed
• Serves as point of escalation for customer issues, developing action plans and leveraging site leadership to find solutions that minimize customer impact.
• Drives “one company” client services by leveraging sites’ knowledge and experience with new customers and assures new customers are met with similar experience from site to site.
• Develop, implement and maintain service level standard focused on reducing response times and providing high customer satisfaction.
• Ensure that clerical and administrative daily operation procedures remain productive and consistent with those of interacting departments.
• Oversee customer complaints while supporting team members to resolve the issues in a timely manner for their respective accounts
• Receive and respond to inquiries from other departments regarding customers and reconcile any issues affecting customer satisfaction
• Responsible for establishing, maintaining, tracking and reporting data and monthly KPI’s to management for the client services department and on specific accounts.
• Generates monthly KPI’s tracking customer inventory, OTIF and create root cause analysis when not on target
• Ensure continuous improvement of processes, systems, and communication to drive superior customer service ratings
• Partner with the commercial organization to develop and implement customer support agreement and ensure adherence to contract once agreements are in place
• Support commercial hyper-care calls by providing projects overview and site focus for specific clients.

The ideal candidate will have the following:

• Bachelor’s degree in Business administration (B.B.A.), Science of Business Administration (B.S.B.A.) or in a related field
• Minimum 7+ years’ Client Service role experience in Consumer Products; preferably in cosmetics process manufacturing or an FDA regulated industry.
• Prior supervisory experience

We offer a fast-paced work environment, career growth and a competitive compensation package. 

KDC-ONE is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, age, sex, gender, disability or any other characteristic protected by law. I understand that employment with KDC-ONE Company is at-will, meaning that I or KDC-ONE Company may terminate my employment at any time, or for any reason consistent with applicable state or federal law. I understand that KDC-One requires the successful completion of a drug and/or alcohol test as a condition of employment.