Director Customer Care
2 months ago
JOB REQUIREMENTS: 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... For full info 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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