Job Summary
Envirotainer transports life-saving pharmaceuticals around the world with innovative temperature-controlled solutions.
With 40 years leading the industry, the world's largest pharmaceutical companies trust us to deliver. We offer the widest choice of cold chain solutions with a range of shipment monitoring services, all backed by our extensive global network to get your product to where it needs to be, precisely when it needs to be there.
The Head of Customer Service – Americas is accountable for leading and developing the Americas Customer Experience organization and for delivering consistent, high-quality service performance across the region. We are looking for a person who is deeply customer-facing by instinct and experience. Someone who has personally built credibility with customers, understands what “great service” looks like in practice, and can translate customer needs into commercially sound, operationally executable decisions. The role combines: Customer experience leadership, commercial and financial judgement, performance management, and people leadership.
Responsibilities
- Champion the end-to-end customer experience, ensuring consistent delivery of exceptional service across all customer touchpoints.
- Analyze customer feedback, satisfaction scores, and service trends to identify opportunities for continuous improvement. Establish and monitor key performance indicators (KPIs) related to customer satisfaction, service quality, and customer effort.
- Develop and implement customer experience initiatives that increase customer loyalty, retention, and advocacy. Partner with cross-functional teams to address customer pain points and improve operational processes. Work closely with Logistics, Service Network, Cold Chain Solutions, Finance, and other stakeholders to ensure seamless end-to-end execution and issue resolution.
- Identify opportunities to increase customer lifetime value through consultative selling, cross-selling, and upselling strategies.
- Coach team members on recognizing customer needs and recommending appropriate products, services, or solutions.
- Develop performance metrics and incentive programs that balance customer satisfaction with revenue-generation objectives.
- Utilize customer data and analytics to inform service strategies, improve customer retention, and support revenue growth initiatives.
- Partner closely with Sales/Commercial to support strategic accounts, contract renewals, and service-level negotiations.
- Make balanced decisions that protect service delivery while managing cost-to-serve and operational efficiency.
- Drive invoice readiness through strong order quality and disciplined case resolution, supporting accurate and timely billing.
- Define, implement, and continuously improve customer service processes, workflows, and operating models to ensure scalability and consistency.
- Drive adoption of CRM tools, digital solutions, and automation to improve efficiency, visibility, and data quality.
- Foster a culture aligned with Envirotainer’s values: Trustworthiness, Passion, Agility, and Team Spirit.
Experience
- Bachelor’s degree (or equivalent experience) in Business, Operations, Supply Chain, or related field is required.
- Minimum of 10 years in customer service, operations, or a related environment with increasing leadership responsibility.
- Minimum 10 years of people leadership experience, preferably managing multi-location and/or remote teams. Ability to raise capability and standards through coaching and accountability.
- Fluent English required; Spanish and/or Portuguese is an advantage.
- Experience in logistics, cold chain, pharma, aviation freight, or other time-critical service environments is a strong advantage.
- Strong analytical mindset with a track record of improving experience outcomes through data, KPIs, and structured continuous improvement.
Join us as we redefine excellence in customer service! Your leadership will shape memorable client experiences while advancing your career in a vibrant organization committed to growth and innovation.
Pay: $96,000.00 - $112,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Education:
Experience:
- Customer service: 10 years (Required)
- Leadership: 10 years (Required)
- Logistics: 5 years (Preferred)
- Call center management: 5 years (Required)
Work Location: In person
