ABOUT THE COMPANY

Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying. A well-established and rapidly growing modular construction and leasing company, operating for over 35 years, focused on delivering temporary and permanent building solutions. The organization is committed to excellence in customer service, operational efficiency, and long-term client relationships. With a strong foundation and forward-looking growth strategy, the company has experienced significant expansion and is poised for continued success across the southern U.S. CORE VALUES Service-Provide Great Customer Service Positive-Can Do Attitude Integrity-Always Do The Right Thing Reliable-Do What You Say Youre Going to Do Improving-Always Be Learning and Improving Team Player-Work as a Team Help Each Other JOB DESCRIPTION The Director of Customer Service & Process Improvement is responsible for leading a multi-functional team focused on customer service, logistics, contract administration, and sales support. This leadership role ensures consistent execution of customer-centric processes while identifying and implementing operational improvements that enhance efficiency and service delivery. A strategic and hands-on leader, this person will drive alignment across departments and champion a culture of accountability and continuous improvement. ESSENTIAL JOB FUNCTIONS Lead and manage daily operations across customer service, sales support, transportation/logistics, and contract administration. Oversee the end-to-end customer lifecycle including quoting, order management, contract execution, and final delivery. Develop and document department processes to ensure consistency, efficiency, and responsiveness. Coach and mentor a diverse team, setting clear goals and accountability standards. Monitor and improve service metrics such as speed, accuracy, and responsiveness. Analyze customer feedback and data to identify trends and implement service improvements. Ensure accurate and timely execution of customer-facing activities like billing, collections, and coordination. Oversee contract compliance and risk evaluation in collaboration with legal and operational teams. Identify operational bottlenecks and lead cross-functional process improvement initiatives. Drive adoption of new systems and workflows through effective change management strategies. Create internal training materials to support updated processes and ensure team alignment. Track KPIs, present insights to leadership, and align team performance with organizational goals. Promote a culture of continuous improvement, accountability, and service excellence across departments. Coordinate closely with leadership to ensure departmental goals support company-wide objectives. REQUIREMENTS Must-Haves: 10+ years in customer service and project management 10+ years leading teams in a B2B or construction-adjacent industry Deep understanding of CRM systems, Microsoft Office Suite Experience managing cross-functional teams in a fast-paced setting Strong process design and improvement skills Comfortable with KPIs, performance tracking, and team accountability based on Customer service excellence Adaptive leadership style and emotional intelligence High integrity and alignment with Wilmot's core values Nice-to-Haves: Bachelors degree in Business, Management, or related field Experience in leasing industries Salesforce proficiency EDUCATION Bachelors degree preferred but not required Ongoing training and learning are embedded into company culture WORKING CONDITIONS Work Location: Fully onsite in White Marsh, MD Hours: 8 AM 5 PM with limited flexibility Travel: Minimal initially, with potential to visit southern offices in the future Environment: Collaborative, high-integrity, and growth-driven workplace BENEFITS Pending from the client