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    Customer Experience Director - Evansville, United States - FLANDERS ELECTRIC MOTOR SERVICE LLC

    FLANDERS ELECTRIC MOTOR SERVICE LLC
    FLANDERS ELECTRIC MOTOR SERVICE LLC Evansville, United States

    1 week ago

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    Description


    The Customer Experience Director will be responsible for overseeing all aspects of customer support, inside sales, quoting, marketing, and the distribution business. This individual will play a critical role in driving customer satisfaction, fostering strong relationships with customers, and optimizing the overall customer experience.

    Key Responsibilities:

    Customer Support:
    • Develop and implement strategies to enhance the customer support process, including timely response to inquiries, issue resolution, and post-sales support, PO management, and order updates.
    • Establish and maintain service level agreements (SLAs) to ensure high-quality support standards are met.
    • Lead a team of customer support representatives, providing guidance, training, and performance management.
    Inside Sales:
    • Build robust inside sales function that focuses on opportunity identification and qualification and drives inside sales initiatives to achieve revenue targets and maximize sales opportunities.
    • Create collaborative support of sales opportunities and customer engagement through information and marketing collateral support and detailed project management to drive positive customer interactions and experience.
    • Collaborate with the sales team to identify and pursue new business opportunities.
    • Develop sales strategies and tactics to effectively promote motor and drive products to existing and prospective customers.
    Quoting:
    • Oversee the quoting process, ensuring accuracy, competitiveness, and timely delivery of quotes to customers and the sales team.
    • Analyze market trends, pricing data, and competitive landscape to optimize quoting strategies.
    Marketing:
    • Oversee the development and execution of marketing campaigns, promotions, and product launches to drive customer engagement and brand awareness.
    • Utilize market research and customer feedback to inform marketing strategies and messaging.
    • Oversee the creation of compelling marketing collateral, including brochures, presentations, and digital content.
    Distribution:
    • Manage the distribution network, including distributors, dealers, and partners, to ensure efficient product distribution and availability.
    • Monitor inventory levels, demand forecasts, and logistics to optimize distribution channels and minimize lead times.
    • Establish performance metrics and KPIs to measure the effectiveness of distribution operations and identify areas for improvement.
    CRM Management:
    • Oversee a comprehensive CRM strategy that aligns with business objectives and supports sales data needs.
    • Ensure CRM data is utilized in strategic sales decision making, forecasting and customer relationships.
    Requirements

    Qualifications:
    • Bachelor's degree in business administration, marketing, engineering, or related field;
    • Proven experience in a similar role within the heavy industrial or manufacturing industry, with a focus on engineered products, repair and return and service work
    • Strong leadership skills with the ability to motivate and inspire cross-functional teams.
    • Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders.
    • Analytical mindset with the ability to interpret data and market trends to drive informed decision-making.
    • Proficiency in CRM software, ERP systems, and Microsoft Office Suite.
    • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and deadlines.
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