Customer Service Director

At ProMach were looking for people who want to shine. Youll have opportunities to take your career in the direction you want. You can be creative. Strategic. Persuasive. Influential. A mechanical marvel. A customer service authority. Meticulous. A closer. A futurist.

Youll be challenged and rewarded. Improve our customers packaging performance and efficiency every day. Help build the future of packaging automation. Were proud of that and hope you will be too.

Do we have your attention Keep reading.

CL&D has a great opportunity for a Customer Service Director in Oconomowoc WI. This is a hybrid position two days at home and three in the office.

Responsibilities:

Customer Service Strategy & Leadership

• Lead and oversee the Customer Service and Account Management teams including supervisors team leads and customer service professionals.
• Establish service standards performance expectations and processes that support CL&Ds printing production and delivery commitments.
• Provide direction and support for complex customer situations escalations pricing issues and service recovery.
• Champion a customer-focused approach that balances responsiveness quality and operational realities of a print manufacturing environment.

Customer & Account Management

• Oversee management of customer accounts from order receipt through production shipping and post-delivery support.
• Ensure consistent handling of customer requirements related to specifications artwork revisions materials scheduling quality concerns and change management.
• Partner with Sales and Account Services on onboarding new customers new business transitions and product launches.
• Maintain strong relationships with key customers and participate in strategic customer meetings as needed.

Prepress Leadership & Integration

• Provide leadership and oversight for the Prepress department ensuring alignment with Customer Service Sales and Operations.
• Ensure effective coordination between customer service teams and prepress workflows related to artwork intake revisions approvals and release to production.
• Establish priorities and standards for prepress execution to support on-time production and minimize rework delays and errors.
• Partner with Operations and Quality to ensure artwork specifications and print standards are clearly communicated and adhered to.
• Support implementation and optimization of systems tools and processes related to artwork management proofing and customer approvals.
• Escalate and resolve complex issues involving artwork changes customer revisions or conflicting priorities.

Cross-Functional Collaboration

• Work closely with Operations Scheduling and Quality to align customer-driven changes artwork readiness and production timing.

People Development & Organizational Effectiveness

• Develop and mentor supervisory and leadership talent within Customer Service and Prepress.
• Ensure consistent training performance management and professional development for teams.
• Support workforce planning staffing models and succession planning for sustained growth.
• Foster a collaborative accountable and high-performance work environment.

Qualifications & Experience

• Bachelors degree preferred; equivalent experience considered.
• 10 years of progressive customer service or account management experience preferably in printing manufacturing or related industries.
• 5 years of leadership experience managing supervisors or managers.
• Experience supporting or managing prepress artwork or technical production workflows within printing or packaging environments preferred.

Skills & Competencies

• Strong leadership communication and problem-solving skills.
• Ability to navigate competing priorities in a fast-paced production-driven environment.
• Organized detail-oriented and data-driven approach to decision-making.
• Proficiency in Microsoft Office and experience with ERP and CRM systems.
• Ability to communicate effectively with customers and internal teams at all levels.

Benefits:

Salary is only a part of a well-developed compensation program. As a Pro Mach employee you receive more than just a paycheck. Total compensation includes your pay (base salary) very comprehensive medical/dental programs as well as life insurance a generous paid time off program a retirement savings plan with a company match and a wellness program. There is no waiting period for benefitsyou are eligible on your first day of employment.

Pro Mach is an Equal Opportunity Employer. Pro Mach complies with all states mandating the use of E-Verify to verify employment eligibility of new hires to work in the United States. Pro Mach is a drug-free workplace.

About CL&D:

With facilities in Wisconsin and South Carolina CL&D Graphics offers roll-fed film and pressure-sensitive labels shrink sleeves pouches lidding and preprinted thermoform solutions to consumer packaged goods companies across North America. They provide complex high-quality graphics for most unsupported film applications in the marketplace along with research and development expertise in new product design as well as on-site technical support for packaging solutions to ensure consistent attention-grabbing products in the marketplace. Additionally CL&D Digital produces short run production quality prototypes and promotional samples to help bring products to market quickly with no minimum orders and rapid delivery for companies of all sizes.

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Required Experience:

Director