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Director of Customer Experience

2 months ago

Valley View, United States Avtron Power Solutions LLC Full time

OUR MISSION: TO ENSURE CRITICAL POWER IS AVAILABLE WHEN THE WORLD NEEDS IT. POSITION SUMMARY: This position is a bridge between the customer and the company brand, ensuring that each touchpoint is engaging, efficient, and effective. The position is responsible for all non-Field Sales Touchpoints which could happen via phone, email, online, etc. The successful candidate will build a clear vision and execute the entire process so that the company/brand can benefit from improved Customer Satisfaction and Loyalty. DUTIES AND RESPONSIBILITIES: Position Responsibilities: Building and maintaining profitable relationships with key customers. Overseeing, nurturing, and growing relationships with customers handled by the team. Directing, managing, and mentoring the international Customer Service team to fulfill customer needs and resolving complaints or issues quickly and efficiently. Keeping customers aware of Loadbank product information while ensuring the company is Easy To Do Business With to grow relationships and sales. Collaborating in the development of marketing and product plans for Loadbanks, including the necessary strategy and tactics to achieve product objectives. Coordinating with engineering, product management, project management, and field sales to develop product specifications that meet customer and industry requirements. Participating in order review meetings to monitor product status and help coordinate proper project implementation. Indicating product improvements and replacements as dictated by changes in customer requirements, feedback from quality assurance, and competitive actions, and attending Post-implementation Audits regularly. Promoting CRM Tools/Programs to help execute customer needs speedily and efficiently. Providing regular updates to management about customer engagement activities. Assuming additional responsibilities as required. Participating in customer meetings both internally and externally as necessary, providing presentations and documentation for the Loadbank Portfolio. KNOWLEDGE, SKILLS AND ABILITIES: Education: A 4-year degree is required, preferably in an Engineering field. Experience: Six years of directly related professional-level experience, demonstrating significant technical proficiency, planning potential, good judgment, willingness to accept responsibility, and the ability to communicate, follow through, and give technical direction. A broad understanding of company technologies and product lines is required, along with thorough knowledge of the principles and concepts of Employee Management, CRM Tools, Customer Experience Strategies, etc. Specific Skills: Working knowledge of Microsoft Windows software – PowerPoint, Excel, Word, Access & Outlook. Solid organizational and interpersonal skills and leadership abilities. Excellent writing and presentation skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. #J-18808-Ljbffr