Director, Customer Care

SCOPE OF ROLE:

The Director of Customer Care oversees the global Specialty/Tier - III customer care organization that includes but is not limited to: International, Plant Coordinators, Strategic Account Specialists, Project Account Coordinators, RMA's, Quality and Technology driven teams such as EDI and eCommerce. As the Director of Customer Care, you will design, provide, maintain and drive effective relationship management in alignment with Differentiated Services & Overserve modeling. You will be responsible for KPI's and SLA's for your organization as directed by the Global Senior Director of Customer Care. In addition, you will need to foster strong relationships with Sales, Planning, Operations, Pricing, Engineering, and a variety of other groups within Regal Rexnord. The ability to influence without having direct responsibility is a critical characteristic for success in this 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.

MAJOR RESPONSIBILITIES:

• Associate & Process Management
  • Develop and build talent within your organization that drives Differentiated Services and a 1 RegalRexnord mentality
  • Optimize, modernize and obviate existing processes in a continual improvement fashion using RBS methodologies, strategies and principles
  • Build synergies into your organization that increases the value of labor and eliminates waste by deploying technology as a principal ahead of labor needs
  • Initiate awareness and facilitate escalation matrix deliverables in accordance with missed milestones
• Metric Deliverables (KPI's & SLA's) within assigned customer base
  • CES (Customer Effort Survey)
  • FCR, Associate Productivity, Adherence to scheduling, AWT, ART
  • Customer Scorecard Improvement as viewed by customer, OTD, Lines Filled, # Re-ATP
  • Revenue growth or protection aligned with customer classification type
• Data & Reporting
  • Develop and maintain account health dashboard derived from meaningful data elements that speak to an "Ease of doing Business"
  • Report overall organizational health to Global Customer Care Senior Direct, L1 and Sales on a monthly cadence
  • Schedule MBR's (Monthly Business Reviews), with customer and Sales, to report on data & dashboard while driving a relationship building environment
  • Work with Sales and Product teams to help grow Regal Rexnord's product portfolio consistent with identified needs of the customer
• Growing Company & Product Value
  • Deliver timely solutions to customers issues by proposing product and service changes or creating procedures for resolution
  • Identify specific market trends and level of customer knowledge to strengthen partnerships and achieve long-term customer loyalty
  • Embraces industry practices and utilize appropriate business tools to drive results
• Collaborates with Sales, Planning, Operations, Pricing, Customer Care, Engineering etc.
• Drive end of month/quarter revenue goals
• Establishes fulfillment prioritization commiserate with Quad 1 products
• Provides Customer Service management feedback on program needs, training and development

MINIMUM QUALIFICATIONS:

• Bachelor's degree and at least 10 years of business-related experience required managing large scale Customer Care organizations
• Degree in Industrial Technologies, Mechanical Engineering, Industrial Distribution or other technical-based degree preferred
• Previous in technical industry is beneficial
• Strong technical and mechanical aptitude with proven ability to manage a dynamic and diverse team environment required
• Strong interpersonal and influence capabilities with a focus on time management required
• Proficiency software skills, Windows operating systems, Microsoft applications/spreadsheets, customer relationship management and various data reporting tools necessary
• Experience in manufacturing, terminology and continuous improvement helpful, knowledge about Regal Rexnord products a plus
• Experience with Oracle &/or SAP (or other ERP systems) beneficial
• Understanding of CRM system, preferably Salesforce, preferred
• Experience navigating and utilizing corporate websites & eCommerce platforms required
• Exhibits a passion to win and relentless pursuit of success a must
• Team oriented with the ability to influence & organize others
• Demonstrates ability to work & motivate in a highly dynamic team and fast-paced environment
• Consistently demonstrates situational adaptability and resourcefulness leadership
• Leads by example in demonstrating Regal Rexnord core values.

• Superior and consistent communication/interpersonal & organizational skills

LEADERSHIP COMPETENCIES:

• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Plans & Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.
• Manages Conflict - Handling conflict situations effectively, with a minimum of noise.
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Medical, Dental, Vision and Prescription Drug Coverage

• Spending accounts (HSA, Health Care FSA and Dependent Care FSA)

• Paid Time Off and Holidays

• 401k Retirement Plan with Matching Employer Contributions

• Life and Accidental Death & Dismemberment (AD&D) Insurance

• Paid Leaves

• Tuition Assistance

Regal Rexnord is a $6.5B publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company's electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company's automation offering, comprised of controllers, drives, precision motors, and actuators, controls motion in applications ranging from factory automation to precision tools used in surgical applications.

The Company's end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.com.

Regal Rexnord is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, age, ancestry, national origin, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Regal Rexnord is committed to a diverse and inclusive workforce. We are committed to building a team that represents diverse and inclusive backgrounds, perspectives, and skills. If you'd like to view a copy of the company's affirmative action plan or policy statement, please email Recruiting@RegalRexnord.com. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail Recruiting@RegalRexnord.com.

Equal Employment Opportunity Posters

Notification to Agencies: Please note that Regal Rexnord Corporation and its affiliates and subsidiaries ("Regal Rexnord") do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement or similar contract and approval from HR to submit resumes for a specific requisition, Regal Rexnord will not consider or approve payment to any third-parties for hires made.