Customer Experience Director

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Job Description:

Schedule: (Hybrid) Fridays are remote, while Mon-Thurs are in office
Work Location: 1120 Employers Blvd, De Pere, WI 54115
Benefits: Medical, Dental, Vision, 401(k) with match, STD/LTD/AD&D/Life, HSA, FSA, EAP, Hospital indemnity, Accident Insurance, Identity and Fraud Protection Plan, Legal, and Critical Illness.
Salary, based on experience and other qualifications: $136k - $205k annually with additional bonus potential

Role and responsibilities:

• Directs and oversees all aspects of the organizations policies as it relates to order execution including order fulfillment, pricing, and transportation.
• Develops best practices for Customer Experience functions; designs and implements new work streams or improves upon existing processes; implements business driven technology initiatives.
• Leads or participates in cross functional or key customer meetings and represents the customer experience perspective. Disseminates information back to the customer experience department.
• Initiates and manages internal department and cross-functional projects to drive efficiency, documentation, compliance, process improvements and system enhancements.
• Provides leadership oversight of the Customer Experience Department.
• Ensures effective resource planning and workload balancing across teams to support a dynamic business model with specific customer requirements; Plans accordingly with the hiring of new staff, development of team and alignment of talent.
• Designs, implements and maintains performance scorecards and KPIs to measure team effectiveness, customer health, and service outcomes; Utilizes data analytics cross-functionally to be used and influence organizational strategies and decisions.
• Establishes Customer Experience goals; conducts semi-annual performance and developmental reviews for direct reports, provides input on all team members; monitors performance against service targets and goals; meets with Supervisors regularly to focus on KPIs; identifies opportunities for on-going training; provides or facilitates development and skill set enhancement training for team members; mentors and fosters growth of team members.
• Oversees any Order to Cash acquisition and divestiture activities related to orders; Assigns individuals to projects, organize tasks, timelines and resources.
• Maintains detailed understanding of system functionality, both SAP and Business Intelligence, and service requirements for our customers.
• Serves as escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary.
• Supports change management initiatives associated with corporate changes, acquisitions, or managed projects; Utilizes best practices and effectively integrates acquired companies into a standardized way of doing business.
• Participates in commercialization projects to stand up new customer business focusing on efficient solutions to best meet customer’s requirements.
• Leads cross-functional discussions with appropriate stakeholders when customer expectations are not being met, and works to find solutions.
• Applies a continuous improvement mindset to support scalability, control costs, achieve operational efficiency, and provide exceptional customer service.
• Serves as a representative for the Commercial team on the corporate Project Review Board (PRB) to review and provide input to proposed projects.
• Builds relationships and partners with key personnel at production and warehouse facilities as needed to address customer concerns and/or customer execution challenges.
• Manages the sample distribution process to customers, and supports the cross-selling of products across the Windoria companies.

The duties and responsibilities described are not a comprehensive list of all tasks. Additional tasks and duties may be assigned from time to time as necessitated by business needs.

Qualifications and Experience:

• Bachelor’s degree required, or equivalent work experience in a management role.
• Minimum of seven years customer service experience required, with five years in a progressive customer service management role required.
• Excellent communication skills, written and oral, for effective interaction with all levels of the company.
• Ability to think logically, solve problems, and grasp concepts and information technology systems quickly.
• Demonstrated ability to apply strong project management and change management skills.
• Ability to work independently without the need for daily direct management.
• Excellent organizational skills with ability to meet tight deadlines.
• Proven ability to build effective relationships, facilitate cross-functionally, and influence without authority.
• Experience in a manufacturing/food processing environment preferred.
• Working knowledge of Microsoft Office is required.
• Knowledge of SAP system is preferred.
• Proven leadership skills are required.
• Travel requirements are as needed to support operational activities at facilities in the US and Canada (15% travel).

Travel Requirements:

Occasional travel to business meetings and/or company locations may be required.

Physical Demands and Work Environment:

Work is performed primarily in an office environment. The employee is regularly required to sit for extended periods while using a computer, and other standard office equipment. Frequent use of hands and fingers for typing and operating office technology is required. The employee must possess close visual acuity to view electronic documents and screens. Occasional standing, walking, bending, or lifting of materials up to 15 pounds may be required. The employee is expected to maintain a safe and productive work environment that supports confidential business activities.

EEO Statement: