Job Description

ABOUT THE COMPANY

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 You’re 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:

• Bachelor’s degree in Business, Management, or related field
• Experience in leasing industries
• Salesforce proficiency

EDUCATION

Bachelor’s 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

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