Location: Mansfield,OH, USA
If you're looking for a special place to build or grow your career, you've found it. Whether you're an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.
With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses ( around the globe, chances are, we have something special for you.
**PRIMARY FUNCTION:**
The Director, Customer Experience will be responsible for growing an exceptional team, implementing customer centric improvements that exceed customer expectations and differentiate us from our competitors. You will be responsible for shaping and executing initiatives that enhance the overall customer journey, with the goal of driving customer loyalty, retention, and advocacy. The ideal candidate will demonstrate the desire and ability to continually improve the customer experience by building a collaborative team that thrives on providing fast, accurate and reliable service that instills a high level of confidence and in our brands.
**PRIMARY DUTIES AND RESPONSIBILITIES:**
**Strategy:**
+ Develop and drive the strategic direction for transforming the customer experience, ensuring alignment with the company's vision and goals.
+ Implement and manage change leadership strategies to support cultural shifts to provide world-class customer experiences.
+ Develop and refine Tier 1 and Tier 2 response processes to ensure efficient and effective customer support.
+ Implement strategies to increase customer loyalty and satisfaction, supporting revenue and growth objectives.
+ Champion the voice of the customer within the organization, advocating for changes and improvements that enhance customer satisfaction.
+ Monitor and anticipate future trends to proactively adapt customer service strategies.
**Talent Development:**
+ Inspire and motivate a team of customer experience professionals, providing guidance and support to ensure their success in delivering exceptional service.
+ Ensure executional excellence in all customer service operations by establishing and monitoring service metrics to measure and improve service delivery across all time zones.
+ Model servant leadership to drive high levels of employee engagement, performance, and accountability through diverse teams.
+ Drive customer obsession and promote customer empathy and understanding throughout the organization by fostering a customer-centric environment.
**Executional Excellence:**
+ Implementation of digital tools to drive the daily utilization of Microsoft Dynamics 365 and Customer Service Platform and leveraging the technology/capabilities to drive process improvements to ensure we can quickly provide pricing, availability, and field assistance information to enhance customer service efficiency and effectiveness.
+ Identifies pain points and areas of friction in the customer journey and collaborate with relevant teams to address them.
+ Leverage data and customer insights to drive change that creates industry best customer experience.
+ Utilizes 80/20 methodology to reduce complexity across the business, simplify processes, and more closely align with customers.
+ Other duties as assigned.
**EXPERIENCE & EDUCATION**
+ Bachelor's degree required, preferably in Business Administration or Communications and/or a minimum of seven (7) years' leadership experience in a best-in-class customer-centric environment, preferably in a manufacturing environment.
+ Three (3) years' experience utilizing Microsoft Dynamics 365 or a similar CRM platform to drive excellence desired.
+ Demonstrated ability to effectively lead and manage teams, ensuring alignment with organizational objectives, optimizing productivity, and fostering a positive work culture.
+ Proven track record of change management and strategic leadership.
+ Strong analytical, problem-solving, and decision-making skills.
+ Proven track record of effectively navigating and managing customer service operations in a global capacity.
+ Proficient in Microsoft Office, and Microsoft Dynamics 365 (CRM)
+ Leads from a position of influence versus authority.
+ Excellent communication and interpersonal skills.
**WORK ENVIRONMENT REQUIREMENTS:**
+ Some travel may be required on occasion (< 10%).
+ Work independently and self-motivated.
+ General manufacturing, warehouse, and office environment.
**_WARREN RUPP IS AN EQUAL OPPORTUNITY EMPLOYER_**
Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?
**IDEX is an Equal Opportunity Employer and Affirmative Action Employer.** IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws (Minorities/Females/Protected Veterans/Disabled).
**Attention Applicants:** If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at ...@idexcorp.com for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.
**Job Family:** Sales
**Business Unit:** Warren Rupp