Director, Customer Experience

at  Global Industrial

COMPETENCIES AND SKILLS

Core Competencies and Experiences:

• At least ten years of documented call center experience leading sales and/or customer service.
• Experience in related markets preferred.
• Demonstrated success in achieving and exceeding KPI.
• Proven experience with coaching, talent development in a call center sales and service environment.
• Disciplined self-starter, strong work ethic, strong organizational and time management skills
• Ability to organize, prioritize, work in a fast-paced environment, attention to detail, handle multiple tasks and work under time constraints is required.
• Excellent oral and written communication, presentation and negotiation skills are required.
• Proficient in Microsoft Office Suite.
• Working across organizational teams and functions to drive results and customer satisfaction.
• Developing/managing internal and external stakeholder relationships.
• Extensive knowledge of distribution channels and nuances – logistics, terms & conditions and marketing.
• Providing guidance, leadership, coaching and capability building to direct reports.

Product Knowledge

• Understanding of Global Equipment Company’s Industry and products.
• Knowledgeable of GEC’s market strategy, competitive landscape, unique value proposition and how we compete and win in the market.
• Keep current with competitor activities and industry changes that affect product sales information

Responsibilities:

• Support Customer Experience management to develop and maintain an industry leading sales and customer service call center team.

o Develop the strategy to combine Inbound Sales and Customer Service into one cohesive Customer Experience team.
o Responsible for implementing and translating the strategy into tangible actions for the team.
o Develop clear goals and objectives for the customer experience management team.
o Continuous analysis of sales and service activities to identify opportunities to deploy improvements that assist sales and customer service representatives in meeting goals and objectives, e.g. improved training call/email/chat QA, coaching, WFM, etc.
o Track weekly and monthly activity metrics to ensure managers spend their time on the highest value add actions.

o Collaborate with other sales leaders and team members within the organization to ensure consistent messaging and sales tactics are being used to reach overall organizational goals.

• Partner closely with the Customer Experience Process Improvement team to guide improvements and prioritize process changes that will drive the most impactful positive results for the customer.
• Integrate the Customer Experience team more fully with Marketing efforts to improve the customer engagements and drive increased retention.

Team Development

• Provide strong leadership through a positive work environment.
• Coach, motivate and inspire the team to achieve and exceed KPI.
• Develop performance objectives with the management team clearly articulating responsibilities and expectations of the sales and customer service representatives.
• Promote professional development amongst managers, leads and agents by encouraging training and use of available resources to enhance skills.
• Create an atmosphere that allows associates to discuss issues and collaborate on solutions.
• Manage employees with a sense of integrity, creativity, fairness and assertiveness.
• Work with all levels of management and departments

Performance management

• Set clear goals that provide team members with actionable business performance standards & expectations.
• Manage individual subordinates’ performance based on an agreed set of objectives by providing timely performance feedback and coaching as necessary.
• Partner with managers and leads to ensure shared accountability on all quality, quantity, and timeliness standards.
• Maintain and monitor staffing levels and scheduling to manage call/email/chat volume.

Product Knowledge

• Understanding of Global Equipment Company’s Industry and products.
• Knowledgeable of GEC’s market strategy, competitive landscape, unique value proposition and how we compete and win in the market.
• Keep current with competitor activities and industry changes that affect product sales information.