Customer Experience Director

hace 2 meses


Ciudad Apodaca, Nuevo León, México Regal Rexnord A tiempo completo
Job Overview

We are seeking a seasoned Customer Experience Director to drive continuous improvement and deliver exceptional customer satisfaction. This role requires a solution-oriented leader who can build strong internal and external customer relationships.

Responsibilities
  • Manage workflow to drive increased customer satisfaction and service levels
  • Oversee ongoing training, quality, and new hire recruitment for the Customer Care team
  • Conduct weekly team huddle meetings and monthly one-on-one sessions with direct reports
  • Supervise direct reports in building strong customer relationships and delivering customer-centric solutions
  • Achieve key performance indicators (KPIs) by proactively addressing customer issues and gathering voice of customer feedback
  • Deploy 80-20 principles for overserving strategic customers by automating, segmenting, and prioritizing work
  • Prioritize white-glove proactive service for strategic accounts
  • Escalation point for direct reports, customers, and external departments, assisting the team in resolving customer issues and disputes
Requirements
  • Bachelor's degree required
  • Five years of professional Customer Care experience required
  • Minimum of 3-5 years' experience within the Regal Rexnord Customer Care Team or comparable business experience
  • Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required
  • Advanced Excel skills required: VLOOKUP, pivot tables, and reporting tools
  • Experience with Oracle and/or SAP (or other ERP systems) required
  • Crm platforms such as Salesforce or Microsoft Dynamics experienced required
  • Demonstrated mechanical or technical aptitude and ability to read drawings desired
  • Demonstrates a high level of product knowledge to address complex customer inquiries
  • Can process product substitution/interchange independently and demonstrates proficiency in catalog and eCommerce tools navigation
  • Team-oriented with the ability to influence, organize, lead, and motivate others
  • Consistently demonstrated patience and approachability with team members
  • Demonstrates situational adaptability and resourcefulness leadership
Estimated Salary

$90,000 - $120,000 per year



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