Director of Customer Experience - Plymouth, MN
January 13, 2020
Director of Customer Experience
Regular Full-Time
Minneapolis, MN, US
JOB SUMMARY:
Directs and oversees all aspects of an organization's customer service process including policies, objectives, and initiatives. Develops service level standards focused on response times and issue resolution. Establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices including processes for order tracking, maintaining updated customer contact information, and resolving complex customer requests or complaints. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Aligns customer service activities and initiatives to support and enhance the objectives of the organization.
QUALIFICATIONS:
Requires a bachelor's degree or its equivalent plus deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. Requires 7+ years of managerial experience in a related customer service or sales field. Must possess the ability to effectively communicate both verbally and in writing.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Leadership and management of the Customer Solutions team including resource management, hiring, mentorship, and performance management.
2. Be responsible for customer satisfaction and success.
3. Work with Sales teams, customers and channel partners to assist in winning business and ensuring that customers are satisfied with their Turck customer experience.
4. Developing a thorough understanding of current challenges and business needs; gathering relevant facts, and working with key decision makers to recommend solutions to overcome gaps between current and desired results with a specific focus on solutions for our customers and channel partners.
5. Developing strategies, executing developed roadmaps and adhering to timelines to deliver a field and customer focused operational process that supports the business needs of the organization.
6. Identifying and partnering with key stakeholders to troubleshoot potential obstacles, coordinate resource allocation, and monitor progress.
7. Diagnosing process failures within the “Quote-to-Cash” process function within Turck’s enterprise system and working cross-functionally to develop solutions and course corrections.
8. Developing a plan to prepare regular status updates and working with the team to deliver those updates to Leadership as requested.
9. Define and implement capabilities to support specific business commitments for Strategic Customers, in partnership with the regional sales management team.
10. Appropriate definition and workflows for the company’s CRM in day-to-day customer service/order management/applications/inside sales operations.
11. Perform other duties as required.
Select Country
Turck worldwide