Overview
We are seeking a dynamic and strategic Client Service Director to lead our client facing organization and service excellence initiatives. In this pivotal role, you will own the end-to-end client experience—from onboarding and project kickoff through order management, and ongoing account growth—serving as the strategic bridge between supplement brand clients and internal manufacturing, quality, R&D, and supply chain teams. The Director builds and mentors a team of account and project managers, safeguards on-time and in-full delivery, and drives retention and revenue expansion across a portfolio of branded and private-label accounts. This is an exciting opportunity for a motivated professional passionate about elevating client experiences and shaping service strategies in a fast-paced environment.
Key Responsibilities
- Own overall client satisfaction, retention, and account profitability across the assigned portfolio of nutraceutical and dietary supplement brands.
- Lead, coach, and develop the client services / account management team, setting performance standards, KPIs, and career-growth plans.
- Serve as the executive point of escalation for client issues involving formulation changes, production timelines, quality holds, or delivery exceptions.
- Partner with manufacturing, planning, and procurement to align production capacity and raw-material availability with client demand and launch timelines.
- Oversee new-client onboarding and product transfers, ensuring specifications, artwork, and documentation are accurate and complete.
- Manage client contracts, pricing, MOQs, and change orders in coordination with finance and sales.
- Identify and drive upsell and cross-sell opportunities—new SKUs, formats, and services—to expand share of wallet.
Requirements
- Proven leadership experience managing teams in customer support environments with a focus on client services.
- Strong management skills with the ability to supervise diverse teams while maintaining high morale and productivity.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM systems; familiarity with analytics tools is preferred.
- Demonstrated success in managing projects from inception to completion within a fast-paced setting.
- Deep understanding of customer service management principles combined with technical proficiency in call center operations.
- Experience in negotiation and sales techniques to enhance client relationships and expand business opportunities.
- Ability to make data-driven decisions through analysis of performance metrics and customer feedback.
- Strong coaching skills with a focus on developing team capabilities in customer engagement strategies.
Pay: $80,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- What is your pay expectation for this position?
Work Location: In person
