Senior Director of Customer Service

Opportunity Profile

Company Name: Garlock Flexibles

Location: York, Pennsylvania or Bristol, Pennsylvania

Position Title: Senior Director of Customer Service

The Opportunity:
This role sits at the center of a major business transformation driven by the integration of two established packaging organizations coming together under one platform. Each legacy business operated with its own systems, customer service structures, and operational practices. As the company moves forward as a combined entity, there is a clear mandate to unify, modernize, and elevate the way customers are supported across the enterprise.

Customer service today reflects that legacy; highly decentralized, inconsistently structured, and managed at the plant level with limited coordination across sites. At the same time, two long-tenured leaders who historically provided partial oversight of the function are exiting the business, creating both urgency and a significant leadership gap. This moment creates a powerful inflection point: the organization is actively looking for a leader who can step in and define what customer service should look like for the future.

The Senior Director will lead the full transformation of the function from fragmented and reactive to aligned, proactive, and performance-driven. This includes building a centralized reporting structure while maintaining local execution at each facility, standardizing processes and communication practices, and creating a consistent customer experience across approximately 10 manufacturing locations.

The environment is dynamic and evolving. The business is actively investing in operations, systems, and infrastructure, including efforts to streamline ERP platforms and improve visibility across the organization. Customer service plays a critical role in these initiatives, sitting at the intersection of customers, sales, operations, and supply chain. This leader will have direct influence on how information flows across the company, how customer commitments are managed, and how effectively the organization operates as one unified business.

Early priorities will include assessing talent across locations, establishing alignment across dispersed teams, improving communication flow, and identifying immediate opportunities to strengthen service levels. Longer term, the focus shifts toward scalability; building systems, processes, and organizational structure that can support continued growth and operational complexity.

This is a hands-on leadership role in a business that is actively being reshaped. Success requires someone who is comfortable navigating ambiguity, leading through change, and bringing structure to environments that have historically operated independently. The impact of this role will be highly visible, both internally and externally, as customer service becomes a more consistent and strategic function across the company.

The Company:
Garlock Flexibles and C-P Flexible Packaging operate as a combined platform serving the flexible packaging market, primarily supporting customers in the food and related industries. The organization has a multi-site manufacturing footprint across the United States and Canada, providing critical packaging solutions to a broad and demanding customer base.

The company is currently in a post-merger integration phase, bringing together two organizations that historically operated with different systems, processes, and operating models. The goal is to build a more unified, scalable, and efficient business that leverages the strengths of both legacy companies.

Private equity ownership is driving significant investment into the business, including capital deployment toward operational improvements, equipment upgrades, and system enhancements. This level of investment underscores a strong focus on growth, modernization, and long-term value creation.

What defines the current environment is the combination of scale and change. While the organization has an established presence in the market, many aspects of how the business operates are being actively evaluated and improved. This creates meaningful opportunity for leaders to influence direction, implement best practices, and play a direct role in shaping the future state of the company.

The Boss:
The Senior Director of Customer Service reports directly to the Chief Information Officer. The CIO is a central figure in the company’s transformation efforts, leading initiatives related to system modernization, ERP optimization, and process improvement.

This reporting relationship reflects the critical connection between customer service and the underlying systems that enable it. Order management, data accuracy, communication flow, and visibility across the organization are all areas where customer service and IT must work closely together. The CIO is focused on building the infrastructure that allows the business to operate more cohesively, and this role is a key partner in that effort.

The position is expected to evolve as the function matures. Over time, once the customer service organization is more integrated and operating effectively, the role is likely to transition under the Chief Operating Officer further aligning it with core operational execution.

The Position:
The Senior Director of Customer Service is responsible for establishing the strategy, structure, and operational standards for customer service across a decentralized, multi-site organization.

The role requires building a centralized leadership model that brings consistency and accountability across all locations, while maintaining local teams embedded within each facility. This includes defining roles, reporting relationships, service expectations, and performance metrics that can be applied across the business.

The position operates at a highly cross-functional level, partnering with Sales, Operations, Supply Chain, Finance, HR, and IT to ensure alignment on customer commitments, order fulfillment, and communication. The role also serves as the senior escalation point for complex or high-impact customer issues.

In addition to building structure, the Senior Director will drive continuous improvement identifying inefficiencies, improving communication processes, and leveraging data to enhance decision-making and performance.

Essential Functions (Other duties may be assigned):

• Develop and implement a comprehensive customer service strategy aligned with business objectives
• Establish centralized reporting and governance across decentralized site-based teams
• Standardize processes, KPIs, and service expectations across all facilities
• Serve as the senior escalation point for complex customer issues
• Partner with Sales, Operations, and Supply Chain to align on order fulfillment and customer commitments
• Lead continuous improvement initiatives related to communication flow, order management, and service efficiency
• Support Sales and Operations Planning and demand management processes
• Analyze performance data to identify trends, risks, and improvement opportunities
• Build, develop, and lead a high-performing customer service organization
• Collaborate with IT to support ERP optimization and system enhancements

Qualifications:

• Proven leadership experience in customer service within a manufacturing or industrial environment
• Experience managing customer service functions across multiple locations
• Strong understanding of make-to-order or complex production environments
• Demonstrated ability to influence and align cross-functional teams
• Experience building scalable organizations across geographically dispersed teams
• Strong analytical, problem-solving, and financial acumen
• Excellent communication and stakeholder management skills

Education and Experience:

• Bachelor’s degree in business administration or a related field preferred
• Significant experience in customer service, order management, or commercial operations
• Minimum of five years of leadership experience
• Experience within packaging or adjacent industries is highly relevant

Competencies:

• Ability to lead through transformation and organizational change
• Strong change management and integration capabilities
• Data-driven decision-making balanced with practical execution
• Leadership presence with a hands-on, engaged approach
• Ability to build alignment across diverse teams and functions
• High level of professionalism and customer focus

Work Environment:
The role spans approximately 10 manufacturing facilities across North America, requiring regular interaction with both centralized leadership and site-based teams. Travel is expected, particularly in the early stages, to build relationships, assess team capabilities, and establish a strong leadership presence across locations. Over time, travel is expected to become more balanced as systems and processes are established.

Compensation:
The compensation package is competitive and aligned with the scope, impact, and seniority of the role, including base salary and performance-based incentives.