Description:
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