Director, Customer Experience Jobs

This position will maintain and manage all customer facing departments, including Customer Care, Parts Order Entry, and Order Desk. The ideal candidate would be responsible for developing and supporting these teams within the organization by improving processes, achieving service level agreements, and ensuring our customers receive world-class service. Additional roles and responsibility will include:

* Defining and optimizing customer experience lifecycle, owning end-to-end order management.

* Developing and driving consistency throughout day-to-day tactical operations by identifying standards, tools, best practices, process knowledge, and communication.

* Managing Product Number Codes and Price Lists.

* Establishing KPIs designed to improve customer satisfaction and department performance.

* Assisting with hiring, training, and coaching new team members.

* Align team efforts with the mission and vision of the organization.

* Assisting with business planning, gathering, and analyzing support metrics, and quarterly report presentations.

* Acting as an escalation manager for customer complaints, addressing issues with speed and urgency, and orchestrating resources across the company.

* Working with sales management to align strategies, coverage plans, and account dynamics.

* Developing long-term relationships with distributors and customers.

* Using data to develop recommendations for process technology improvements.

Minimum Requirements:

* Bachelor's degree with 5-7+ years of experience leading teams in a customer service or sales environment.

* Knowledge and experience in account management, order processing, fulfillment procedures, sales, and logistics.

* Strong management and leadership skills, with communication and interpersonal skills to motivate leaders and team members.

* Strong business acumen, professionalism, work ethic, and sense of urgency.

* Demonstrated operational excellence in analytical thinking, problem solving, communication, delegation, and planning.

* Technologically driven with a proven track record of automating processes to increase sales, productivity, and efficiency.