Director of Customer Experience

4 weeks ago


York, United States United CoolAir Full time

Job Summary The Director of Customer Experience leads the team of customer-facing support personnel. This position coordinates with Sales, Finance, Purchasing, and Technical Service teams to assist independent sales reps and customers with all phases of order entry, processing, shipping, and aftermarket support. Coordination with the Operations team is also critical to communicating the schedule of production and timing of shipments. This position also requires collaboration with IT to optimize the tools for selection, pricing, order entry, and transfer to manufacturing. Success in this role requires a unique blend of leadership, communication skills, and operational excellence to deliver service that helps UCA connect with customers and stand out in highly competitive markets. Responsibilities Manage and/or provide adequate training for all Customer Service employees (Order Entry, Parts Sales, Technical Service, Shipping). Process sales reports, for internal and customers. Train all new Customer Service employees. Manage production schedule and close out for all customers. Demonstrate a professional attitude while keeping the company’s interest in mind. Establish and maintain working relationships with reps, customers, contractors, and end-users. Write reports and business correspondence. Other duties as assigned by management. Relation of the Position to Others in the Company The Director of Customer Experience reports to the VP/GM and works directly with the leaders of cross-functional teams (Sales, Finance, Purchasing, Technical Service, Operations, IT). #J-18808-Ljbffr


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