Vice President of Customer Support

1 week ago

Milwaukee, Wisconsin, United States Regal Rexnord Corp Full time

ROLE OVERVIEW:

The Senior Director of Client Services is responsible for leading the global Specialty/Tier - III customer support division, which encompasses various teams including International, Plant Coordinators, Strategic Account Specialists, Project Account Coordinators, RMAs, and technology-focused groups such as EDI and eCommerce. In this capacity, you will develop, implement, and sustain effective relationship management strategies that align with Differentiated Services and Overserve modeling. You will oversee KPIs and SLAs as directed by the Global Senior Director of Customer Care and cultivate robust partnerships with Sales, Planning, Operations, Pricing, Engineering, and other departments within Regal Rexnord. The ability to influence without direct authority is essential for success in this role, alongside a keen understanding of the Voice of Customer (VOC) and Voice of Business (VOB) to enhance situational awareness both internally and externally.

KEY RESPONSIBILITIES:

  • Team & Process Development
    • Foster and develop talent within your team to promote Differentiated Services and a unified Regal Rexnord culture.
    • Streamline and modernize existing processes through continuous improvement methodologies.
    • Create synergies within your organization to maximize labor value and minimize waste by leveraging technology ahead of labor needs.
    • Raise awareness and facilitate escalation procedures in line with missed milestones.
  • Performance Metrics Management
    • Monitor Customer Effort Surveys (CES).
    • Evaluate First Contact Resolution (FCR), Associate Productivity, Scheduling Adherence, Average Wait Time (AWT), and Average Response Time (ART).
    • Enhance Customer Scorecard metrics as perceived by clients, including On-Time Delivery (OTD), Lines Filled, and Re-ATP counts.
    • Drive revenue growth or protection in accordance with customer classification.
  • Data Analysis & Reporting
    • Establish and maintain an account health dashboard based on critical data elements that reflect an 'Ease of Doing Business.'
    • Provide monthly organizational health reports to the Global Customer Care Senior Director, Level 1, and Sales.
    • Coordinate Monthly Business Reviews (MBRs) with customers and Sales to present data and dashboards while fostering relationship-building.
    • Collaborate with Sales and Product teams to expand Regal Rexnord's product offerings in line with customer needs.
  • Enhancing Company & Product Value
    • Deliver prompt solutions to customer challenges by recommending product and service modifications or developing resolution procedures.
    • Identify market trends and customer insights to strengthen partnerships and foster long-term loyalty.
    • Adopt industry best practices and utilize relevant business tools to achieve results.
  • Collaborate effectively with Sales, Planning, Operations, Pricing, Customer Care, Engineering, and other departments.
  • Achieve end-of-month and quarter revenue targets.
  • Establish fulfillment priorities in line with critical product offerings.
  • Provide feedback to Customer Service management regarding program requirements, training, and development.

ESSENTIAL QUALIFICATIONS:

  • A Bachelor's degree and a minimum of 10 years of experience in managing large-scale Customer Care organizations.
  • A degree in Industrial Technologies, Mechanical Engineering, Industrial Distribution, or a related technical field is preferred.
  • Experience in a technical industry is advantageous.
  • Demonstrated technical and mechanical aptitude with a proven ability to lead a diverse team.
  • Strong interpersonal skills and the ability to influence others, with a focus on time management.
  • Proficient in software applications, including Windows operating systems, Microsoft Office, customer relationship management, and various data reporting tools.
  • Experience in manufacturing and continuous improvement practices is beneficial; knowledge of Regal Rexnord products is a plus.
  • Familiarity with ERP systems such as Oracle or SAP is advantageous.
  • Understanding of CRM systems, preferably Salesforce, is preferred.
  • Experience navigating corporate websites and eCommerce platforms is required.
  • A passion for success and a relentless drive to achieve results are essential.
  • Team-oriented with the ability to motivate and organize others.
  • Exhibits adaptability and resourcefulness in a dynamic environment.
  • Leads by example, embodying Regal Rexnord's core values.
  • Exceptional communication, interpersonal, and organizational skills.

LEADERSHIP ATTRIBUTES:

  • Customer Centricity: Building strong relationships and delivering solutions focused on customer needs.
  • Proactive Approach: Embracing new opportunities and challenges with urgency and enthusiasm.
  • Strategic Planning: Prioritizing tasks to align with organizational objectives.
  • Conflict Management: Effectively handling conflicts with minimal disruption.
  • Effective Communication: Crafting and delivering clear communications tailored to diverse audiences.
Benefits
  • Comprehensive Medical, Dental, Vision, and Prescription Drug Coverage.
  • Flexible Spending Accounts (HSA, Health Care FSA, and Dependent Care FSA).
  • Generous Paid Time Off and Holidays.
  • 401k Retirement Plan with Employer Matching Contributions.
  • Life and Accidental Death & Dismemberment (AD&D) Insurance.
  • Paid Leave Options.
  • Tuition Assistance Programs.
About Regal Rexnord

Regal Rexnord is a publicly traded global industrial manufacturer with a workforce of 30,000 associates dedicated to providing sustainable solutions that power, transmit, and control motion. Our electric motors and air-moving subsystems are integral to creating motion, while our portfolio of engineered power transmission components efficiently facilitates motion for industrial applications. Our automation solutions, which include controllers, drives, precision motors, and actuators, are essential for applications ranging from factory automation to precision surgical tools.

Our end markets benefit from significant demand trends and encompass factory automation, food and beverage, aerospace, medical, data centers, warehousing, alternative energy, residential and commercial buildings, general industry, construction, metals and mining, and agriculture.

Regal Rexnord operates through three main segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control, with offices and manufacturing facilities worldwide.

Equal Employment Opportunity Statement

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, disability, or protected veteran status. We are committed to fostering a diverse and inclusive workforce that reflects a variety of backgrounds, perspectives, and skills.

Notification to Agencies: Regal Rexnord Corporation does not accept unsolicited resumes or calls from third-party recruiters or employment agencies without a signed Master Service Agreement or similar contract.

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