Customer Value Center Director

Overview

Location: Onsite (M-F) at our Alpharetta, GA Office

Pay is dependent upon experience and will be discussed during the consideration process

Reports To: Vice President of Sales

Direct Reports: 3 + up to 20 indirect reports

Overview: The Customer Value Center (CVC) Director designs, leads, and implements customer service processes and strategies to ensure a high level of customer care and satisfaction. The ideal candidate will be a leader in terms of system and process understanding and be able to back up the team in an overflow situation while also balance long-term strategy and need for continual improvement and people development.

The statements listed are intended to describe the general nature and level of work being performed by the jobholder and are not intended to be an exhaustive list of all responsibilities, duties and skills required of the jobholder. Additional duties and responsibilities may be assigned as needed.

The physical demands and work environment described herein are representative of those that must be met by a teammate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the teammate will be regularly required to talk and hear, use fingers and hands to handle and/or feel, use eyesight for depth perceptions, close, distant, peripheral and color vision; stand, walk, sit, reach, climb, balance, stoop, kneel, crouch and crawl. Frequent exposure to walking on rocky, irregular surfaces that may be muddy and in reduced lighting conditions, moving mechanical parts, electrical equipment, high and/or confined spaces, fumes, airborne particles, outside weather conditions and explosives. Occasionally be able to lift and/or move up to fifty (50) lbs. independently and tolerate moderate noise levels.

Role & Responsibilities

• Team leadership, mentorship, and development.
• Performance Management: establish key performance metrics and measure results to drive continuous improvement.
• Provide a positive impact on the customer experience; collect and analyze customer feedback, trends and data to identify areas for improvement and develop strategies to implement.
• Drive continual system and process improvement in JDE, Microsoft, CDM, and other systems. Work closely with IT on projects to support continued integration and efficiency.
• Perform transactions in ERP system as needed (Order Entry, credit rebills, diversions, repricing, manual BOL’s etc.); document and define processes.
• Drive month-end activities to ensure accounts receivable (AR) is closed promptly and accurately.
• Supporting Internal Audit controls request: Act as a key liaison for internal audit activities by providing timely and accurate documentation, facilitating access to relevant systems, and ensuring compliance with established internal control frameworks.
• Support commercial team and collaborating cross-functionally to ensure a seamless end-to-end customer experience.
• Lead the design and development of a strategic roadmap focused on optimizing existing customer engagement channels while identifying and implementing new touchpoints. Focus on enhancing accessibility, automation, and responsiveness through digital tools (e.g., self-service platforms, chat, omnichannel solutions), ultimately driving higher customer satisfaction and operational efficiency.
• Build Service Agreements and Define Processes Across the Cement Order-to-Cash Lifecycle. Lead the development of standardized service level agreements (SLAs) and clearly defined business processes across the cement Order-to-Cash (O2C) value chain. Align internal teams on expectations, roles, and performance metrics to drive consistency, accountability, and improved customer outcomes from order placement through delivery and invoicing.

Ability, Skills & Knowledge

• Education: Bachelor’s degree in Process Engineering / Business Administration or related field.
• Experience: Minimum 10+ years in Sales Support / Logistics / Call Center Leadership.
• Analytical Skills: Strong analytical and problem-solving abilities; strong attention to detail is a must.
• Communication: Good verbal and written communication skills; ability to explain data findings clearly.
• Technical Skills: Advanced proficiency in Excel and familiarity with Power BI, Microsoft Dynamics.
• Collaboration: Ability to work effectively with cross-functional teams and support multiple stakeholders. Ability to influence cross functionally.
• Adaptability: Ability to manage multiple tasks and adapt to changing priorities.
• Continuous Improvement: Willingness to learn and implement new tools and processes for data analysis and reporting.
• Must display good employability skills (attendance, job performance, attitude, willingness to work, etc.).
• Ability to pass pre-employment screening which includes physical, background check, and ten (10) panel drug screen.
• Travel 0-5%

Benefits

• Recession Resistant Industry
• Consistent work, with a work/life balance
• Paid Holidays
• Paid Time Off
• 401(k) Plan w/ employer match contribution
• Medical / Dental / Vision plan offered
• Life Insurance - Company Paid
• Short-term / Long-term Disability Insurance - Company Paid

Get Hired

What to Expect During our Hiring Process

• Background Check
• Motor Vehicle Record Check
• Fit for Duty Baseline Physical (if applicable)
• A great team to support you throughout your career with Summit Materials companies!

Build a Lasting Career with us. Begin Here. Go Anywhere. Apply now!

Summit Materials consists of more than a dozen local companies that supply aggregates, cement, ready-mix concrete, asphalt paving, and construction services in the United States and western Canada. At Summit Materials, we support our teammates who lay the groundwork for our communities and live by our core values: Safety, Integrity, Sustainability, and Inclusivity. We're passionate about our teammates, our work, and our communities. Each of Summit's companies celebrates their individual legacies, but together - we are Summit Materials.

At Summit Materials, we provide the foundation to connect our communities today and build a better tomorrow. We value all our communities - including our diverse internal community of teammates that make us stronger. No matter your race, ethnicity, gender, age, or anything that makes you who you are...you belong.