Director Customer Service

For over 50 years, Sterigenics, part of the Sotera Health Company, has delivered safer, smarter and more productive contract sterilization solutions for the medical device and pharmaceutical industries, using Ethylene Oxide (EO), Gamma and Electron Beam (E-Beam) irradiation.

The company also provides process capabilities for Food Safety and High-Performance Specialty Materials using Gamma and Electron Beam technologies.

With its headquarters in Oakbrook, Illinois, the business employs over 1,800 people in 48 global locations across 13 countries, Sterigenics is able to offer more choices of location as well as the widest range of advanced technological solutions and support services to its customers.

Sterigenics focuses on long-term partnerships with customers.

By thoroughly understanding a customer's needs, the company delivers the most appropriate and cost-effective solutions.

From concept to market, Sterigenics customers can choose from a comprehensive range of solution-driven services in process design, testing, validation, regulatory support and routine operation from one quality accredited source.

The Customer Service Director is responsible for developing and driving the strategic direction of the company's customer experience and service processes.

This role focuses on optimizing service operations, enhancing customer satisfaction, and ensuring alignment with business goals.

Although this position does not have direct reports, it requires close collaboration with Customer Service Managers, Supervisors, and cross-functional teams to implement best practices, streamline processes, and foster a customer-first culture across the global organization.

Position Objectives


* Develop and implement customer service strategies & metrics that aligns with Sterigenics' goals and vision.


* Evaluate and optimize customer service policies, workflows, and processes to improve efficiency and effectiveness.


* Serve as a key advisor to customer service leadership, providing insights, training, and recommendations to improve service delivery.


* Establish, monitor, mentor, and lead the training and development of the customer service team, ensuring they are equipped to provide excellent service aligned with established key performance metrics


* Ensure consistency in customer service behaviors and processes across facilities, reinforcing a "One Company" harmonized experience.

Key Responsibilities


* Develop strategies and actionable tasks to improve customer retention and reduce churn, including proactive customer outreach.


* Develop and oversee customer service performance standards and KPIs, working indirectly with supervisors and managers to ensure achievement of service goals, continuous improvement and overall positive customer experience.


* Manage customer feedback loops to ensure insights are shared with relevant teams to drive service improvements.


* Analyze industry trends and best practices to continuous...