This senior position has the potential to be fully remote based on qualifications and location or here in Neenah, WI.
In this role, the Director of Customer Experience will lead the effort to enhance and improve the Inside Sales and Customer Service teams for the Infrastructure Solutions group.
The Director of Customer Experience has responsibility for day to day management of the Inside Sales and Customer Service teams as well as the strategy to optimize our customer's experience.
This is a collaborative role; and will collaborate closely with people at all levels of the organization, to align inside sales and customer service with the company’s overall strategy and goals.
Salary starting at 120k depending on experience and capabilities.
Essential Functions
Job duties may change over time and additional job functions may become essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Define and lead the inside sales and customer service activities. Ensure system for prompt and accurate entry of orders and reliable feedback to customers and partners.
Maintain regular contact with key customers, outside sales force, and support organization.
Track and identify market conditions, competitor pricing and service, and customer needs. Use this information to build goals, strategies, and action plans to increase profitable sales.
Lead, train and develop sales team and provide the tools and processes to generate quotes, offers and business proposals which meet the company guidelines and schedule of approvals.
Develop and report performance metrics for the business including project pipeline growth and revenue generation activities.
Drive the utilization of the CRM tool Salesforce for pipeline management.
Develop demand plan and orders/sales forecasts for internal communication as part of forecasting and planning processes.
Interface for cross selling and cross business sales opportunities through other divisions in the organization.
Support customer service team in addressing customer complaints and resolving problems.
Oversee customer service procedures, develop and measure attainment to customer service KPI’s.
Escalate customer issues internally as needed to internal stakeholders.
Inform, educate, and inspire people to reach their professional goals.
Create, promote, and foster an organizational environment that values development, diversity, and growth opportunities for all employees.
Oversee the maintenance KPIs and develop dashboard reporting for all levels in the business.
Provide ongoing leadership and support to the organization’s succession efforts.
Conduct analyses to identify and define present and future customer needs and opportunities for differentiation in the marketplace.
Expected Areas of Competence (KSAs)
Demonstrates effective verbal and written communication that is clear, well-organized, and demonstrates an understanding of the audience’s needs.
An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments.
Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals.
Has a strong and positive work ethic, inspires others, and models the behaviors of delf-motivation, proactive problem solving, continuous improvement and customer focus.
Flexible and detailed organization skills.
Highly motivated.
Leadership and Team building skills: build, train and develop the team.
Demonstrated ability to be an effective communicator with logical, organized, and tactical verbal, written, listening and presentation skills. Outstanding interpersonal skills.
Demonstrated ability of strong analytical skills and can assist in identifying and providing solutions to complex issues.
Excellent leadership and organizational skills, ability to create and execute a business plan
Excellent computer skills for the MS Office Suite of software, online competency in social media and familiarity with CRM and sales related business software.
Ability to think strategically and make sound business decisions.
Education and Experience Requirements
High School Diploma required. Bachelor's degree preferred.
5- 10 years of related work experience leading inside sales or customer service teams
Physical Requirements
Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
The worker must be able to access, analyze and otherwise work with, enter information stored in or obtained through the company's computer system, and to communicate effectively with co-workers and third parties who have business dealings with the Company's Human Resources operations.
Travel Requirements
25% travel is anticipated with this position.
Candidates for positions with NEI, Neenah Foundry Company and its subsidiaries must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. All offers of employment will be conditioned upon successful completion of a post-offer, pre-hire background check and drug screen. Visa sponsorship is not available for this position.
NEI, including Neenah Foundry Company and its subsidiaries is an equal opportunity employer and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, veteran status, disability status or national origin.
#NRMO
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
