Director, Customer Service NA

ABOUT THE WELLA COMPANY

Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

For additional information about the Wella Company please visit www.wellacompany.com.

THE ROLE

The Customer Service Director, will drive operational excellence and customer satisfaction by leading a high-performing team responsible for seamless order fulfillment, shipping, and billing processes. More than just managing transactions, this role is about shaping the strategic direction of our end-to-end (E2E) supply chain partnerships, optimizing workflows, and proactively addressing challenges to elevate the customer experience.

Success in this role means collaborating across functions within Wella Company and externally to resolve issues efficiently while continuously improving processes to drive agility, reliability, and long-term business impact.

KEY RESPONSIBILITIES

Strategic Leadership & Team Development

• Inspire, coach, and develop the team, fostering capabilities to meet business objectives.
• Champion a customer-first culture, ensuring service excellence at every touchpoint.
• Lead change management initiatives, promoting continuous improvement and operational agility.

Customer-Centric Supply Chain Management

• Develop and execute joint business plans (JBP) with key customers to strengthen supply chain partnerships.
• Co-lead weekly Rough-Cut Capacity Planning (RCCP) sessions to align distribution center capacity with customer order profiles.
• Oversee end-of-month volume projections, providing strategic insights to senior leadership.
• Ensure the integrity of Customer Master Data and pricing setups to maintain accuracy and efficiency.

Operational Excellence & Innovation

• Identify gaps in current processes and drive cross-functional solutions to eliminate inefficiencies and waste.
• Enhance order quality controls through root cause analysis and corrective action implementation.
• Own the product allocation strategy, ensuring fair distribution while mitigating risk.
• Oversee returns, refusals, and emergency order processes, ensuring seamless issue resolution.

Performance Management & Business Impact

• Develop and execute a reward and recognition framework tied to key performance metrics.
• Own and deliver on customer service KPIs, leveraging data-driven insights to improve results continuously.
• Ensure compliance with internal controls, audits, and revenue recognition standards.
• Foster seamless cross-functional communication as a strategic liaison between customers and internal teams.

QUALIFICATIONS

• 10+ years of supply chain experience, including supply/demand planning, logistics, or procurement. (2-3 years in customer service/CPFR is a plus.)
• Bachelor’s degree in Engineering, Supply Chain Management, or a related discipline.
• Fluency in English (role supports North American customers).
• Proven experience leading large, geographically dispersed teams (15+ members across the U.S. & Mexico).
• Strong technical expertise in SAP, Excel, and PowerPoint.
• Ability to own KPIs, drive measurable results, and influence key stakeholders.
• Exceptional problem-solving, analytical, and change management skills.
• Strong cross-functional collaboration with the ability to navigate both strategic and tactical challenges.

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  EEO OPPORTUNITIES

  We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. Wella Company with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at: https://www.wellacompany.com/consumer-affairs

  We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences and backgrounds creates an environment that produces extraordinary results. EOE Minorities/Females/Protected Veterans/Disabled.

  English - Please click on this link to review the Notification of Equal Opportunity Rights poster

  Español - Por favor, haga un clic en el enlace para revisar el poster de la Ley de los Derechos de Igualdad de Empleo