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Director, Customer Experience

5 months ago

Apex, United States Apex Tool Group Full time

Apex Tool Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status. Director, Customer Experience - Apex, NC The Blueprint (Role Profile) The Director, Customer Experience is responsible for all North American (NA) Customer Experience activities supporting all lines of business totaling $850M in sales and will also ensure global Customer Experience processes are consistent and optimized in all regions globally. In addition, the incumbent will be responsible for customer compliance responsibilities which will include the development, documentation, implementation and maintenance of claims management procedures, policy, risk due diligence assessments, and metrics tracking. The Director, Customer Experience will also provide daily strategic and tactical leadership to all Customer Experience Managers, Supervisors, and Representatives in the United States, Canada, and Mexico, as well as the order entry team in Mexico. He or she will also be responsible for developing, implementing and managing related processes and workflows to ensure optimization. Success in this role will be defined as the ability to lead the Company towards its Experience goals while supporting team members through solutions to ensure customer satisfaction. In addition, the Director, Customer Experience is responsible for fostering a customer-centric culture of Experience and that it is integrated across the organization. The Build (Responsibilities) Provide strategic leadership to the Customer Experience department through the identification and implementation of solutions aimed to improve performance of key performance indicators. Act as a liaison between customers and internal functions (i.e., Finance, Marketing, Sales, Customer Master, Pricing, Sourcing, Planning, Manufacturing and Shipping departments) to resolve escalated customer Experience issues. Lead continuous improvement exercises and events for Customer Experience processes globally, including conversion of customer to digital ordering methods (i.e., Electronic Data Interchange (EDI), ATG Customer Link), as well as order process improvements within the SAP Paperless workflow. Facilitate and lead Voice of Customer through face-to-face meetings with key customers (in collaboration with the ATG Commercial teams), customer surveys, etc. Drive the Customer Experience Corrective Action process, serving to capture, investigate and resolve Experience issues, complaints and support failures and countermeasure future failures. Manage human capital for the Customer Experience teams in the United States, Canada and Mexico, to include the identification of training opportunities and staffing requirements needed to meet customer expectations. Responsible for developing department budget and ensuring adherence to such financials. Other duties as needed to meet business requirements related to Experience levels. Utilize call center analytics and performance metrics to generate actionable insights—Make informed decisions to continuously enhance call center processes, training, and customer engagement strategies. Stay current with industry trends and emerging technologies related to customer engagement and call center operations—Evaluate and implement new tools, systems, and technologies that can drive efficiency and elevate the customer experience. The Toolbox (Qualifications) Bachelor’s degree in a related discipline; an equivalent amount of Call Center Management experience may be substituted in the absence of a bachelor’s degree. 10+ years’ experience leading Customer Experience Call Center environment in support of manufacturing and distribution operations and environments. Experience onboarding new call center technologies, such as CRM systems, call routing software, and knowledge management platforms a plus. Experience with Salesforce.com or equivalent CRM system. In-depth knowledge of SAP Customer Experience, Distribution and Manufacturing modules. In-depth knowledge and understanding of EDI and related methods for electronic ordering. Knowledge of Supply Chain and Finance order management processes (i.e., S&OP). Knowledge of problem-solving techniques, corrective action, continuous improvement, operational Experience and lean methodologies and tools (i.e., Kaizens). Demonstrated ability to build, develop and manage a high-performance organization. Ability to create and publish key performance indicators and performance (i.e., scorecards). Excellent written and verbal communication and presentation skills. Proficiency in Microsoft Office and SharePoint. At Apex Tool Group (www.apextoolgroup.com), we’re passionate about innovation. Whether that be products, processes or operations, our associates strive to find new ways each day to help our end-users solve their most complex challenges. By harnessing our global resources, unprecedented insights and spirit for service, we build more than just tools for the job site – we help build the future. ATG is a global manufacturer of hand and power tools, tool storage and accessories, chain, and electronic soldering solutions with more than $1.4 billion in annual revenues. Our 6,900 global associates have built powerhouse brands like GEARWRENCH®, SATA®, Crescent®, Cleco®, Weller® and APEX® that professional trades and DIY enthusiasts alike can trust to get the job done. With our roots dating back to the 1800s, our tools have driven technological advancements that drive efficiency, speed and end-user safety in a broad range of commercial and consumer markets. As part of the ATG team, you will move fast, think globally, learn from your colleagues and grow your career. You’ll enjoy competitive benefits, a healthy work/life balance and have opportunities to give back to the communities we serve. Our six core values – Customers come first, Integrity in all we do, Continuous improvement, Innovation for growth, Passion to succeed and Best talent, one team - drive our daily decisions. Connect with us on social media to learn more – LinkedIn, Instagram, Facebook and Twitter. If your goal is to work where finding a better way never ends and your ideas become a reality, join us #WeBuildATG #J-18808-Ljbffr