Director of Customer Service

3 months ago(11/1/2017 8:33 AM)


Our vision is to be the best provider of building products in the eyes of our customers, employees, shareholders, suppliers and communities.


At Masonite, we understand that people are key.  We are a composite of diverse people who come together by showing support and respect to one another.


We hire people that demonstrate integrity under pressure. Integrity is at the foundation of everything we do.  It is in each door we make, in our commitment delivery and in our honest and sincere communication.


Our employees are flexible, versatile and resilient. Our ability to weather any storm, to bend without breaking, is what allows us to hear the knock and open the door with confidence, no matter what’s on the other side.


At Masonite, we hold the door open for each other and for new ideas. We want everyone to freely contribute ideas and add value, so we are positive and encouraging.  This collaborative environment is what makes Masonite a transparent, fair company- one that doesn’t hide behind closed doors.


We continuously strive to improve both our products and our customers’ experiences. This drive leads us to revolutionize the door industry and help people walk through walls.


This person will lead the Customer Service function for North America Residential Door Division consisting of the Wholesale, Retail, Warranty and Help Line teams of about 140 people and direct supervision of 6-10 leaders.


As leader of our customer care department the ideal candidate will take the key role of improving the customer experience through the following tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues.



Essential Job Functions

  • Directs and oversees all aspects of our customer service policies, objectives, and initiatives.
  • Provide leadership, coaching, mentoring and development to direct reports.
  • Develops customer service level standards focused on response times and issue resolution.
  • Establishes policies and procedures that produce high quality customer service delivery and reflect industry best practices.
  • Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
  • Align customer service activities and initiatives to support and enhance the objectives of Masonite.
  • Continually assess and lead the improvement of Customer Service function in NA. 
  • Define customer service best practices that can be shared amongst the organization.
  • Ensure all Pricing Policies are followed per SOPs and all departments are SOX compliant.
  • Ensure the necessary resources and tools are available for quality customer service delivery.
  • Identify and implement strategies to improve quality of service, productivity and profitability.




Required for this position:

  • Minimum experience required of 8-10 years with at least 5 in direct leadership at a Director level or above
  • Experience in a manufacturing environment or relevant industry
  • Experience with multi-site locations 
  • Bachelors Degree required 
  • Understanding of links between customer service, sales, operations, and supply chain and how this impact external customers 
  • In-depth knowledge of customer service principles and best practices


 Skills in:

  • Strong multi-tasking and teamwork
  • Project Management and Achieving Results and change management skills
  • Strong leadership and interpersonal skills
  • Strong process discipline and orientation
  • Proficiency in CRM systems and MS Office applications

Additional Qualifications:

  • Problem analysis and problem-solving skills with a comfort in managing ambiguity to create clarity
  • Decision-making, planning and organizing
  • Presentation skills
  • High initiative, flexibility and stress tolerance








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