Customer Experience Director - Engineered Projects (ETO) Cluster Plants

The ETO Customer Experience Director is responsible for driving step-change, measurable improvements in the productivity and quality of customer service teams in the plants as well as ensuring efficient and effective resolution of critical customer escalations.

What will you do?
• Leads Customer Satisfaction teams in the plants aimed at improving productivity and quality of customer requests (CRs), SEA quotes, change orders, and customer escalations by streamlining processes and implementing standard work
• Works alongside plant manager to establish critical KPIs that ensure the highest level of customer service while driving efficient customer service operations
• Implements training and education to customer service teams and plant employees to instill a customer-obsessed mindset and improve efficiency and quality of CRs and SEA quotes/change orders response rates and satisfaction
• Leverages best-practices and collaborates effectively with other plant managers and customer service teams to drive continuous improvement in customer services processes, tools, and standard work
• Implements digital technologies to accelerate the achievement of key KPIs and increase the quality and effective of customer service teams
• Collaborates effectively with the commercial/sales teams and line of business teams to proactively collect customer feedback and implement changes to continue to improve plant-level customer experience
• Creates a process for strong connection, sharing of data and best practices with the CCC (customer care center) and co-develops strategies for enhancing our customer experience
• Proactively develops and analyzes data to assess current customer service opportunities and implement initiatives to improve with clear accountability on measurable KPIs
• Engages quickly, passionately, and effectively in resolving critical customer escalations with a high sense of ownership and closes the loop
• Establishes strategy and process for ensuring VIP customer satisfaction with clear alignment from plant manager
• Drive overall culture transformation in the plants to promote and instill a customer-centric mindset including raising awareness and knowledge on customer feedback, providing training and education to improve customer service, implementing recognition programs, and establishing proactive communication and governance to frequently and consistently keep customers top of mind in every plant

What qualifications will make you successful?
• Bachelor's degree in Business, Supply Chain, Engineering, Marketing, or equivalent
• 5+ years of experience in Customer Experience/Service, and/or manufacturing or supply chain
• Result oriented, resourceful and dedicated to driving continuous improvement
• Strong people leadership skills, ability to achieve results and develop talent through coaching and mentorship
• Passion for finding new and creative approaches to improve current customer experiences
• Good interpe...