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Director - Client Services - Port Jervis Customer Relations Salary: SGA Location: KDC/ONE Port Jervis, 20 West King Street, Port Jervis, New York, United States of America Req #4412 Date: Thursday, February 27, 2025 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, employing nearly 4,800 talented and dedicated employees in North America. Summary: The Director, Client Services, is responsible for ensuring that the team delivers exceptional client service for established customers. Working closely with the kdc/one commercial team, the Director Client Services will deliver superior customer service by anticipating customer needs, resolving issues promptly, and providing valuable information about products and services. The Director of Client Services will also oversee Project Managers at the site level (dotted line) in collaboration with the Regional Director of Project Management. The Director Client Services will also work internally with counterparts in Marketing, R&D, QC/QA, Production & Warehouse departments to ensure smooth order processing and resolve any problems with orders, delivery dates, or service. Essential Duties and Responsibilities: 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 (GMPs), and standard operating procedures (SOPs) in line with policies at all times. Monitor and assign accounts to the client services team members and handle key accounts as needed. Serve as point of escalation for customer issues, developing action plans and leveraging site leadership to find solutions that minimize customer impact. Drive “one company” client services by leveraging sites’ knowledge and experience with new customers and ensuring new customers receive a consistent experience from site to site. Develop, implement, and maintain service level standards 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 KPIs to management for the client services department and on specific accounts. Generate monthly KPIs 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 agreements and ensure adherence to contracts once agreements are in place. Support commercial hyper-care calls by providing project overviews and site focus for specific clients. Minimum Qualifications: Bachelor’s degree in Business Administration (B.B.A.), Science of Business Administration (B.S.B.A.), or a related field. Minimum seven (7) years’ Client Service role experience in Consumer Products; preferably in cosmetics process manufacturing or an FDA regulated industry. Prior supervisory experience. Knowledge, Skills & Abilities: Advanced knowledge in QAD or other comparable ERP/MRP systems. Advanced reporting, designing, and data analytic skills; strong math skills: addition, subtraction, multiplication, and division. Advanced PC Knowledge (i.e., MS Office Suite: Excel, Word, Outlook) is required. Ability to lead, think strategically, set and achieve objectives, and influence organizational change. Strong time-management, organizational, planning, people, and leadership skills. Strong English communication skills: speaking, reading, and writing. Ability to communicate clearly and thoroughly with management and personnel and maintain interpersonal relationships with employees at all levels. Demonstration of a sense of urgency in achieving goals, contributing to business objectives, and responding to company needs. Self-management and good time-management skills, displaying initiative, effort, excellent organizational and planning skills, and commitment towards completing assignments in a timely manner. Problem-solving: Identify options for solving a problem and evaluate the strengths and weaknesses. Working Conditions and Physical Demands: Capable of lifting up to 25 lbs. Capable of standing, walking, and sitting for extended periods. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and handle other computer components. Process manufacturing environment. Office environment. The noise level is moderate. Lighting is low to moderate. 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. Pay Type: Salary Employment Indicator: SG&A Min Hiring Rate: $130,000.00 Max Hiring Rate: $160,000.00 Apply Now

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