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Director Customer Care
2 months ago
REXNORD INDUSTRIES LLC
Director Customer Care
MILWAUKEE ,
Wisconsin
Apply Now
JOB REQUIREMENTS: SCOPE OF ROLE: The Director of Customer Care overseesthe global Specialty/Tier - III customer care organization that includesbut is not limited to: International, Plant Coordinators, StrategicAccount Specialists, Project Account Coordinators, RMA\'s, Quality andTechnology driven teams such as EDI and eCommerce. As the Director ofCustomer Care, you will design, provide, maintain and drive effectiverelationship management in alignment with Differentiated Services &Overserve modeling. You will be responsible for KPI\'s and SLA\'s foryour organization as directed by the Global Senior Director of CustomerCare. In addition, you will need to foster strong relationships withSales, Planning, Operations, Pricing, Engineering, and a variety ofother groups within Regal Rexnord. The ability to influence withouthaving direct responsibility is a critical characteristic for success inthis role along with a dynamic sense of VOC (Voice of Customer) & VOB(Voice of Business) that drives situational awareness between the two,both internally to Regal Rexnord and externally to the customer. MAJORRESPONSIBILITIES: Associate & Process Management Develop and buildtalent within your organization that drives Differentiated Services anda 1 RegalRexnord mentality Optimize, modernize and obviate existingprocesses in a continual improvement fashion using RBS methodologies,strategies and principles Build synergies into your organization thatincreases the value of labor and eliminates waste by deployingtechnology as a principal ahead of labor needs Initiate awareness andfacilitate escalation matrix deliverables in accordance with missedmilestones Metric Deliverables (KPI\'s & SLA\'s) within assignedcustomer base CES (Customer Effort Survey) FCR, Associate Productivity,Adherence to scheduling, AWT, ART Customer Scorecard Improvement asviewed by customer, OTD, Lines Filled, # Re-ATP Revenue growth orprotection aligned with customer classification type Data & ReportingDevelop and maintain account health dashboard derived from meaningfuldata elements that speak to an \"Ease of doing Business\" Report overallorganizational health to Global Customer Care Senior Direct, L1 andSales on a monthly cadence Schedule MBR\'s (Monthly Business Reviews),with customer and Sales, to report on data & dashboard while driving arelationship building environment Work with Sales and Product teams tohelp grow Regal Rexnord\'s product portfolio consistent with identifiedneeds of the customer Growing Company & Product Value Deliver timelysolutions to customers issues by proposing product and service changesor creating procedures for resolution Identify specific market trendsand level of customer knowledge to strengthen partnerships and achievelong-term customer loyalty Embraces industry practices and... For fullinfo follow application link. Equal Employment Opportunity Employer:Female/Sexual Orientation/Gender Identity/Minority/Veteran/Disabled***** APPLICATION INSTRUCTIONS: Apply Online:ipc.us/t/E9F6A3E701DB40EA
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