Director of Customer Experience

Kent Precision Foods Group

Muscatine, IA Customer Service / Executive & Management
POSITION SUMMARY:
The Director of Customer Experience is responsible for fostering customer loyalty through high-quality interactions.  Position is responsible for leading, creating and maintaining processes and procedures that effectively support company efforts.  Position manages the daily efforts of the Customer Service and Customer Care Center employees.  Interacts with Senior Management, Sales, Marketing, Operations, IT, Accounting, customers, brokers, outside vendors.  

SUPERVISORY RESPONSIBILITIES:
Oversee the hiring, on-boarding, training and development of the customer experience team which includes Customer Service Management (1), Insides Sales (4), Customer Care (3) and Sales Coordination (1).

PRIMARY DUTIES & RESPONSIBILITIES:
• On-Board new Sales employees on customer service functions and company procedures
• Define and implement standards/procedures for ensuring optimal customer experience
• Partner with management team to align Customer Experience department, policies and systems to support company’s objectives
• Supervise and monitor the activities of customer experience team to ensure interactions with customer reflect positively on the company
• Develop and implement internal procedures to ensure utmost efficiencies
• Oversee customer issues and ensure effective and long-term resolution
• Manage GDSN Global Data Synchronization Network Process for company – product set up
• Manage and execute requirements with outside vendors:  SDS, GDSN, Wal-Mart, Kroger
• Execute new product formulas, assign finished good product codes, GTIN and UPC numbers
• Interact and work with multiple internal departments:  Sales, Operations, Marketing, Finance, IT,
• Interact and work with outside vendors and customer partners
• Analyze, measure and recommend improvements to improve overall service to customers
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
• All other duties as assigned.

CORE COMPETENCIES:  

 - Strong business acumen and customer focus                                            
 - Strong Leadership Skills:  Ability to organize and direct the activities of customer experience representatives to ensure delivery of high quality service to customers
 - Comfort in communicating and working with management at all levels
 - Effective Decision Making Skills – takes action when necessary and make recommendations
 - Communication Skills – must be well versed in effectively interacting with customers and partners
 - Strong strategic and analytical thinking
 - Strong relationship building skills
 - Proven organizational skills
 - Proven ability to develop, manage and motivate a team
 - Maintain confidentiality in dealing with customers, employees
 - Ability to work with discretion and diplomacy when handling sensitive matters
 - Ability to be assertive and proactive in performing tasks and administrative responsibilities
 - Work independently, interact in a professional manner and meet deadlines

EDUCATION & QUALIFICATIONS:
 - Bachelor’s degree in business administration, management or related discipline required.
 - Proficient use of Microsoft Office

EXPERIENCE:
 - Minimum of 7+ years in the customer service field with prior team management/leadership experience.
 - Temporary initial training for this role will require frequent travel to St. Louis, MO for up to 12 weeks.


Job ID: 66344

Posted 7 days ago

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