DIRECTOR, CUSTOMER SOLUTIONS

A Place Where People Matter. 

SEB Professional is a subsidiary of Groupe SEB. At SEB Professional North America, we are a leader in the professional coffee machine industry, offering three equipment lines: Schaerer, WMF, and Curtis. Our innovative coffee machines are trusted worldwide and can be found in a variety of settings, including hotels, restaurants, coffee shops, and convenience stores. Join us in delivering exceptional coffee experiences worldwide.

Primary Purpose:

The Director, Customer Solutions, leads a team of Order Entry Coordinators, Resolution Specialists, and the Sales Administration team. This role oversees daily operations, ensures service excellence, drives process improvements, and fosters strong relationships with customers, partners, and internal teams. In addition, the Director strengthens cross‑functional alignment, ensures the team delivers an exceptional customer experience while meeting business goals, and supports scalable growth as the business expands.

What You’ll Do:

• Lead, mentor, and develop a high-performing Customer Solutions team supporting North America to consistently deliver performance targets, such as Order Entry Time and Accuracy, Delivered by Customer Requested Date, and Customer Response SLA metrics to exceed customer expectations.

• Own the end-to-end Customer Solutions workflow, including order management, issue resolution, escalations, and customer communication to drive customer obsession, operational excellence, and process improvement.

• Ongoing partnership with sales and finance to provide accurate sales target achievement and period-end forecast.

• Serve as the primary escalation point for complex customer issues, ensuring prompt response to meet both internal and external customer satisfaction, and conduct root cause analysis to implement preventive actions.

• Create and refine SOPs to ensure consistency, efficiency, and compliance., implement performance dashboards and reporting tools to track service levels and present results/action plans to senior leadership.

• Collaborate with sales, Sales Program Management, supply chain, and finance teams to optimize cross‑functional processes and resolve complex issues.

At SEB Professional North America, we believe great careers are built where people feel supported, challenged, and inspired. Whether you’re working from one of our offices or enjoying a flexible work arrangement between the two, we’re committed to providing benefits, resources, and a culture that help you thrive both professionally and personally.

What We Offer:

• Comprehensive Medical, Dental, and Vision Coverage with a generous employer contribution
• 401(k) Retirement Plan with company match to help you plan for the future
• Company‑Paid Life Insurance for added peace of mind
• 12 Paid Holidays to recharge and spend time with what matters most
• Additional Voluntary Benefits and Employee Discount Programs

• A Positive, Inclusive Work Culture that genuinely values work‑life balance

• Onsite gym

• Eligible for an annual bonus 

Compensation:
Salary range of $160,000 - 180,000 commensurate with experience.

If you’re looking for an opportunity to make an impact, grow your career, and be part of a dynamic, collaborative team, SEB Professional North America is the place for you. Apply today and take the next step in your career journey.

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•  If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact HRUSA@groupeseb.com
• Groupe SEB invites any applicant and/or employee to review the Company’s written Affirmative Action Plan.  This plan is available for inspection upon request by contacting HRUSA@groupeseb.com