Director, Customer Care
| Estimated Pay | $29 per hour |
|---|---|
| Hours | Full-time, Part-time |
| Location | Radford, Virginia |
Compare Pay
Estimated Pay$17.43
$29.16
$59.77
About this job
Position: Director, Customer Care
Location: Radford, Virginia - OR - Downers Grove, Illinois
Reports To: Senior Director, Global Sales
Summary
This position is responsible for leading and managing the Regal Rexnord Linear Motion Division's customer care functions globally, with a distinct emphasis on process improvement in our transactional and commercial functions. Key responsibilities include leading customer care teams to provide world class customer experiences.
Essential Duties and Responsibilities
Sales & Transactional Process Improvement
Global management of core customer care functions, and direct management of global customer service teams
Responsible for customer care metrics and analytics
Drive customer experience consistency across all regions in customer service, sales, self-service, and transactional processes
Drive customer experience improvement projects
Influence improvements in Customer Relationship Management (CRM) system
Champion customer loyalty - create loyalty metrics, identify churn risks, and develop and execute customer loyalty retention initiatives
Partner with cross functional departments to ensure excellent customer focus
Develop and improve key account support processes
Representative Decisions
Service strategies
Prioritize customer care continuous improvement initiatives
Standard work requirements related to customer experience
Staffing decisions
Expected Outcomes
Sustained Customer Care team engagement
Sustained commercial RBS improvements
Consistent global customer care processes and high KPI performance measurements
Consistent global customer experiences with highly satisfied customers
Strong effective cross functional relationships
Critical Competencies
Accountability - takes ownership of expected outcomes
Communication - listens to others and creates clarity through verbal and written communications
Customer Focus - clearly articulates customer needs to drive customer satisfaction; provides excellent service to internal and external customers
Entrepreneurial Spirit - actively seeks out and recognizes opportunities that help company grow, improve, and evolve
Leadership - creates a compelling vision and leads by example in a manner that promotes followership; leverages the strengths of individuals and teams to achieve objectives
Organizational Effectiveness - effectively navigates organizational structures and drives momentum to achieve desired outcomes
Prioritization - organizes and addresses tasks in order of importance
Problem Solving - methodically defines, investigates, and executes effective solutions
Education and Experience Requirements
Bachelor's degree in related field
10 years role related experience with 5 years management experience
Strong negotiation skills
Well-organized, methodical, and detailed
Excellent interpersonal, organization, writing, and presentation skills
Analytical skills (ability to gather impactful information for data-based decisions)
Prioritization - both in individual role and in direction set for Customer Care Teams
Advanced excel skillset
Knowledge and experience with commercial RBS tools and basic understanding of all fundamentals
Ability to understand and optimize business systems
Travel Requirements
Must be willing to travel by all forms of transportation. Position requires 30-40% travel
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Medical, Dental, Vision and Prescription Drug Coverage
Spending accounts (HSA, Health Care FSA and Dependent Care FSA)
Paid Time Off and Holidays
401k Retirement Plan with Matching Employer Contributions
Life and Accidental Death & Dismemberment (AD&D) Insurance
Paid Leaves
Tuition Assistance
Regal Rexnord Corporation ("Regal Rexnord") is a leading manufacturer of electric motors, electrical motion controls, power generation and mechanical power transmission products and sub-systems, serving customers around the world in the general industrial, consumer, commercial construction, food & beverage, and alternative energy end markets, among others. Regal Rexnord sells its products and solutions to OEMs, through distributors, and directly to end-users. Regal Rexnord is a $7.2B company with 36,000 associates globally.
You may not know it, but Regal Rexnord impacts your life every day. The company's products enable the fans in HVAC systems that keep us comfortable; the power source that keeps smart buildings running; the agricultural and food service equipment that keeps us fed; and the conveyer systems that keep e-commerce flowing, to name a few of the applications where our products are used.
Regal Rexnord's business purpose is to create a better tomorrow by energy-efficiently converting power into motion. This means creating innovative solutions while focusing on both customer needs and the company's commitment to sustainability. The company's industrial powertrain and automation solutions offerings are an important part of the company's growth strategy. The company's strategy includes leveraging 80/20 to prioritize all activities, including product excellence, operational excellence and commercial excellence (i) driving organic sales growth through the introduction of innovative new products, with a particular focus on improving energy efficiency, (ii) establishing and maintaining new customers, as well as developing new opportunities with existing customers, (iii) participating in higher growth end markets and geographies, and (iv) identifying and consummating strategic, value creating acquisitions.
Regal Rexnord is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, age, ancestry, national origin, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Regal Rexnord is committed to a diverse and inclusive workforce. We are committed to building a team that represents diverse and inclusive backgrounds, perspectives, and skills. If you'd like to view a copy of the company's affirmative action plan or policy statement, please email . If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail .
Notification to Agencies: Please note that Regal Rexnord Corporation and its affiliates and subsidiaries ("Regal Rexnord") do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement or similar contract and approval from HR to submit resumes for a specific requisition, Regal Rexnord will not consider or approve payment to any third-parties for hires made.
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