Director Customer Service

Covia responsibly provides minerals solutions for a better tomorrow. As a leading provider of diversified minerals, our products support a variety of industrial markets, including glass, ceramics, coatings, metals, foundry, polymers, construction, water filtration, and sports and recreation. Long-standing relationships with a broad customer base enable Covia's market-inspired approach to innovation to enhance solutions and customer benefits. Underpinning these strengths is an unwavering commitment to safety and to sustainable development, further enhancing the value that Covia delivers to all its stakeholders.

Covia is looking for a dynamic, visionary and yet hands-on Director of Customer Service, to lead a transformation across corporate, manufacturing, and international customer service functions. This newly created role will align and elevate customer-facing operations spanning Corporate/Centralized Customer Service, Black Labs, Import/Export and plant-based customer service into a unified, high-performing service organization. This role will be remote, with a geographic preference of North Carolina (Charlotte area) or Ohio (Cleveland area).

The successful candidate will have the following Key Accountabilities:

• Develop and execute overall strategy to deliver targeted customer service levels, focused on consistency, responsiveness, and innovation

• Standardize processes and harmonize roles for Customer Service, globally
• Cultivate collaborative relationships between Customer Service and key stakeholders, including Customers, Plant Operations, Sales, IT and Executive Leadership to ensure alignment

• Ensure "Ease of Doing Business" for customers through leveraging key technology
• Harmonize global tools, workflows, and service models (ERP, CRM, BI platforms) to streamline operations and enhance visibility
• Establish, report and create plans to optimize appropriate Key Performance Indicators (KPI)

• Recruit, retain and develop top talent

• Inspire, coach, and empower multi-site and remote teams to achieve excellence and embrace continuous improvement
• Manage escalated issues, credit approvals, and complex complaint resolutions with strategic clarity and composure
• Serve as a role model of inclusive leadership, transparency, and ethical decision-making
• Perform other duties as assigned.

The successful candidate will have the following Minimum Qualifications:

• Bachelor's degree in Business or related field; Master's Degree a plus
• 7+ years customer service experience, including 3+ in a leadership position
• Demonstrated experience leading transformative change
• Extensive experience in Enterprise Resource Management (ERP) systems, preferably IFS
• Proficiency in Customer Relationship Management (CRM) software, preferably Salesforce.com, Power BI and Microsoft Office
• Deep understanding of service operations, team performance, and customer satisfaction metrics
• Excellent verbal and written communication skills
• Ability to influence all levels of the organization
• Six Sigma certification, a plus
• Ability to travel, as needed

Commitment to Our Culture:

Our core values - Safety, Team, Customers, Growth, and Courage-guide our work every day and will help us achieve our vision: Covia is the leading minerals solutions provider, and through the passion and commitment of our people, we enable customer success-ensuring a sustainable future for our company.

All Covia Team Members are expected to:

• Live the Life-Saving Rules
• Build high-performing work teams
• Focus on customers
• Demonstrate a growth mindset
• Do the right thing, always

At Covia, we strive for and support a diverse workforce as we firmly believe this lays the foundation of our. Our compelling culture supports inclusion, individuality, and respect within the workplace. We are committed to providing employment opportunities to the most qualified candidate based on work-related factors and without regard to non-work-related factors including race, color, religion, national origin, gender, sexual orientation, gender identity, gender expression, age, disability, or military service or reserve or veteran status.

The organization offers competitive salaries, advancement opportunities, and a full range of benefits.

Benefits:

• Excellent Healthcare Benefits - medical, vision, dental
• 401K with company matching
• Paid Time Off + Paid Holidays
• Disability plans and Life / AD&D
• Employee Assistance Program
• Competitive Incentive Bonus

An Equal Opportunity Employer

IND2

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