Culligan International is hiring: Customer Service Director in Rosemont

Job Title

Director, Customer Service

Division

Consumer Product, PurePlay (APEC)

Location

Hybrid - Rosemont, IL

Supervisor

Sr. Director, Brand Marketing

Description

The Director of Customer Service will lead and elevate the Customer Care function for our multi‑brand eCommerce business, directing the team in alignment with the company’s strategies, initiatives, and operations. Partnering closely with the Sr. Director of Brand Marketing, this leader will play a key role in continuously improving the end‑to‑end consumer journey, embedding customer insights into business decisions, and driving long‑term loyalty. The Director will also collaborate with Product, Sales, and Supply Chain teams to close feedback loops, proactively resolve recurring customer pain points, and equip frontline agents with the tools, training, and brand‑aligned voice needed to deliver exceptional service.

Responsibilities

• Strategic Leadership – define the vision and roadmap for the Customer Service team in alignment with business growth, consumer expectations, and brand strategies.
• Lead design and implementation of continuous‑improvement initiatives that reduce friction across the consumer journey.
• Lead brand consolidation efforts to ensure consistent processes, tone, and experience across all brands.
• Customer Care Excellence – oversee day‑to‑day operations of Customer Care across all channels.
• Establish and monitor KPI dashboards around response time, resolution rate, CSAT/NPS, and agent productivity to ensure exceptional service standards.
• Implement scalable systems, knowledge bases, and troubleshooting guides to support agents.
• Training & Enablement – equip agents with up‑to‑date training materials, product knowledge, escalation procedures, and communication guidelines; build a culture of coaching and professional development.
• Service Technology and Innovation – explore and implement emerging technologies, including AI‑driven solutions, to enhance support efficiency; evaluate and integrate new platforms, tools, and resources into existing systems; recommend technology enhancements that align with customer and business needs.
• Cross‑Functional Collaboration – work with Product and Quality teams to capture, analyze, and act on customer feedback; collaborate with Supply Chain to ensure fulfillment and returns meet customer expectations; partner with Technology/IT to implement service tools, CRM platforms, and automation that increase efficiency and satisfaction.
• Insights & Continuous Improvement – leverage data and analytics to identify service trends, root causes of customer issues, and opportunities for improvement; share insights with leadership to inform marketing campaigns, product development, and operational decisions; drive evolution of self‑service tools, FAQs, and proactive communication strategies to reduce inbound contact and empower customers.

Required Qualifications

• Bachelor’s degree required.
• 10+ years of progressive leadership experience in Customer Service/Customer Experience, preferably in eCommerce or consumer products.
• Proven track record of leading a large, high‑volume, multi‑channel customer service team.
• Experience implementing and optimizing CRM, helpdesk, or contact center technologies (e.g., Zendesk, Gorgias, Salesforce Service Cloud).
• Demonstrated ability to design and track customer service KPIs and drive performance against them.
• Proven experience implementing new platforms, automation, or AI‑driven tools in a customer service environment.
• Strong understanding of sales enablement and experience driving upsell initiatives within service channels.
• Experience partnering with cross‑functional teams to improve customer outcomes.
• Expertise in continuous improvement methodology and passion for consumer‑centric innovation.
• Exceptional communication, leadership, and change management skills.
• Technical water filtration products background strongly preferred.

Compensation & Benefits

Target salary: $115‑135k per year plus bonus. Full‑time positions are eligible for competitive benefits, including paid time off, health, dental, vision, life, disability benefits and 401(k).