Customer Experience Director for Rolled Steel Supply Chain Solutions

4 weeks ago

Cleveland, Ohio, United States Flack Global Metals Full time

At Flack Global Metals, we are purpose-built to give our customers, partners, and investments a competitive edge by combining physical metals distribution with advanced risk management solutions and financial services. As the Customer Experience Director for Rolled Steel Supply Chain Solutions, you will have a critical impact on the success of both Flack and our customers across North America.

In this role, you will be responsible for establishing, enabling, exemplifying, and enforcing the policies, procedures, and expectations for our best-in-class service that our customers expect. This includes being the trusted resource to represent our Operations organization, helping ensure the practicality and deliverability of our high service-level for upcoming orders from both new and existing customers. Additionally, you will establish and/or improve the systems to capture, monitor, and share meaningful customer-driven metrics and KPIs leveraged by Leadership and stakeholders in Logistics, Sales, Production, and elsewhere.

To be successful in this role, you will need to have a bachelor's degree and 5 years of professional experience, or comparable cumulative professional and educational experience. You will also need to have 3 years of B2B experience in Customer Service, Account/Relationship Management, Sales, or similar customer-facing roles, as well as 2 years of managing/leading direct reports, including training/enablement, hiring and team-building, and performance evaluations. Experience, exposure, and/or knowledge in the modern steel/metals industries is required for success.

As the ultimate escalation point for the team, you will have the ability to 'lead from the front' and help drive the bar of excellence. You will work 80% of the time in our Cleveland office, located on Public Square. This is a salaried role ($80,000 a year), plus benefits, and bonus opportunities. We are not currently able to provide Sponsorship or VISA assistance.

If you are a professional with excellent communication skills, both written and verbal, and a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

The estimated annual salary for this role is $80,000, based on the location and industry standards. We are an equal opportunities employer and welcome applications from diverse candidates. Thank you for considering this opportunity to join our team at Flack Global Metals.

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