Director, Customer Service

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Card Personalization
Payment Cards

Are you a client service expert with leadership experience in manufacturing? In this opportunity, you will lead the customer service department for the card personalization division of this payment card business. You will lead a bright team of relationship and onboarding project managers in serving demanding clients ranging from large banks to innovative fintechs. This is a data-driven, environmentally conscious company with a family-friendly culture that values kindness and respect, celebrates victories, and is always looking to improve. Whether you’re already a payment card expert or you have a strong manufacturing foundation in a related field like printing or mailing and want to expand into cards, let’s discuss how this growth opportunity could be an attractive next step for you!

Key Responsibilities:

  • Oversee day-to-day management of the department responsible for customer service.
  • Prepare, monitor, and enforce operational procedures.
  • Support and reinforce the communication of corporate administrative policies.
  • Review and approve department, order, and project expenditures.
  • Collaborate with the national sales leader to manage and monitor sales bookings.
  • Manage all activities related to estimates and price quotes.
  • Track and update customer account procedures.
  • Resolve questions and concerns related to customer billing.
  • Maintain customer files and implement customer databases.
  • Coordinate and review pricing information for customers.
  • Evaluate new potential procedures or tools for productivity.
  • Assess the department’s training needs.
  • Proficiency in inbound data handling, file management, and personalization processes.
  • Collaborate with design teams for project development.
  • Continuously enhance existing programs.
  • Partner with sales teams to respond to questions from potential clients and present additional capabilities.
  • Successfully onboard new customers.
  • Lead the development, testing, implementation, and documentation of new processes and systems.
  • Manage change control, testing, and issue resolution.
  • Collaborate with sales and executive leadership to evaluate and manage capacity and pricing.
  • Assist sales in preparing or reviewing customer proposals and pricing models.
  • Coordinate with accounting to set up new client billing.
  • Participate in customer sales meetings and help with presentations as needed.
  • Support the customer service team.
  • Monitor industry developments and share upcoming changes and requirements with the right stakeholders.
  • Collaborate with purchasing to evaluate component and supply requirements.

Ideal Background:

  • College degree or equivalent experience.
  • Project Management Professional Certification.
  • 8+ years of experience in management of customer service, data processing, and/or project management.
  • 10+ years of hands-on management experience in a related field.
  • Experience in a manufacturing and/or printing environment.
  • Expertise in managing department budgets.
  • Comprehensive understanding of departmental operating systems, processes, and capabilities.
  • Proficiency in databases such as Excel and Access.
  • Excellent leadership, communication, and interpersonal skills.
  • Capacity to work independently, multitask, and manage priorities.
  • Comprehensive attention to detail.
  • In-depth knowledge of components and supplies required for cost-effective acquisition and customer pricing.
  • General PC proficiency, including Microsoft Office suite and Microsoft Project.
  • Capability to develop training and quality control procedures and processes as needed by department production methods.


Corbin Simon
Schedule a call with Corbin

Client Partners

Unlike many in the recruiting & placement industry, Amy and the R&P team are extremely adept at understanding the capabilities and personalities of both the client and the prospective new hire. I’d work with them again without reservation.

Product Development Executive, Emerging Payments
Worked with R&P Group as a Candidate and Hiring Manager

We’re in the business of doing big things. We appreciate and value your partnership. I can confidently say this has been the best experience I’ve had with a Talent Acquisition partner in my career. Thank you.

SR. Sales Manager, Incentives & Rewards SaaS
Worked with Ian Horsted as a Hiring Manager

Navigating the intricate landscape of the payments industry requires a knowledgeable ally, and R&P Group is simply unparalleled in this domain… Deep industry insights, vast network, and keen understanding of both company and candidate needs. Truly a recruiting master.

Program Manager, Prepaid Cards
Placed By Terese Tyler

Amy was pivotal in my decision to leave a very stable environment at a 5,000 person company to join the entrepreneurial world, and I have never looked back. Amy professionally moderated the entire process.

Head of Product, Payments & Currency Conversion Platform
Placed By Amy DeBerg

Reviewing the candidates R&P Group presented was like reading the menu at my favorite restaurant:
all good choices.

CEO, International Money Transmitter
Worked with Amy DeBerg

Thanks to you and your team for the coaching, partnership, and enthusiastic support during my career transition process.

Top-Producing Corporate Card Sales Executive Placed By Ian Horsted

Professional, polished, and with a sharp eye for niche talent, Terese is a pleasure to work with through and through. From the start to finish of each process, Terese is communicative and positive yet straightforward. I highly recommend working with R&P Group.

Consumer Marketing Leader, Payments Program Manager
Placed By Terese Tyler

R&P Group was very easy to work with – and very friendly! They brought me the best candidates for my open positions and even did the negotiating.

SVP Sales, Commercial Card Issuer
Worked with Ian Horsted

I am so passionate about my new position, where R&P Group placed me. They’ve made a great fit for both me and my new company!

Prepaid Product Manager, Card Network
Worked with Helen Majusiak

In today’s age, it’s rare to find a company like R&P Group who is willing to go above and beyond to help others find their perfect job.

Sales Executive,
Payroll Cards
Worked with Ian Horsted

Thank you for all your assistance during my job search. My new job is a great fit.

SVP, National Sales, Commercial Payments
Placed by Ian Horsted

I truly, truly appreciate your work in getting me on board at Blackhawk Network. It's been a great fit, and I'm incredibly happy...thanks to you!

Sr. Manager, Business Development, Disbursements
Placed by Ian Horsted

Your successful hire starts here. Let's create success together.

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601 S. Phillips Ave. | Sioux Falls, SD | 605.274.8800

601 S. Phillips Ave.
Sioux Falls, SD

Whether you are an employer with a position to fill or a qualified candidate looking for a new challenging opportunity, R&P Group is here to help. Contact us by filling out the form, email or call us. Then, let us work our magic.

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