Customer Experience Director

This role contributes to the company’s success by ensuring the overall goals of the company are supported and achieved. This position requires judgment and initiative to determine proper approach or action for corporate goals, the individual in this role holds extensive knowledge of the organization to include all aspects of Customer Experience operating policies, procedures, protocols, principals and accepted practices. The Customer Experience Director role requires significant collaboration with Commercial, IT, Business Unit, and Supply Chain, as well as other internal functional groups. To accomplish corporate and personal goals, the individual will need to develop and demonstrate strong cross functional relationships and become a trusted member of the Customer Experience / Commercial team. Employee Type: Full time Location: WI Green Bay Job Type: Customer Service Job Posting Title: Customer Experience Director Job Description: Schedule: (Hybrid) Fridays are remote, while Mon-Thurs are in office Work Location: 1120 Employers Blvd, De Pere, WI 54115 Benefits: Medical, Dental, Vision, 401(k) with match, STD/LTD/AD&D/Life, HSA, FSA, EAP, Hospital indemnity, Accident Insurance, Identity and Fraud Protection Plan, Legal, and Critical Illness. Salary, based on experience and other qualifications: $136k - $205k annually with additional bonus potential Role and responsibilities: Directs and oversees all aspects of the organizations policies as it relates to order execution including order fulfillment, pricing, and transportation. Develops best practices for Customer Experience functions; designs and implements new work streams or improves upon existing processes; implements business driven technology initiatives. Leads or participates in cross functional or key customer meetings and represents the customer experience perspective. Disseminates information back to the customer experience department. Initiates and manages internal department and cross-functional projects to drive efficiency, documentation, compliance, process improvements and system enhancements. Provides leadership oversight of the Customer Experience Department. Ensures effective resource planning and workload balancing across teams to support a dynamic business model with specific customer requirements; Plans accordingly with the hiring of new staff, development of team and alignment of talent. Designs, implements and maintains performance scorecards and KPIs to measure team effectiveness, customer health, and service outcomes; Utilizes data analytics cross-functionally to be used and influence organizational strategies and decisions. Establishes Customer Experience goals; conducts semi-annual performance and developmental reviews for direct reports, provides input on all team members; monitors performance against service targets and goals; meets with Supervisors regularly to focus on KPIs; identifies opportunities for on-going training; provides or facilitates development and skill set enhancement training for team members; mentors and fosters growth of team members. Oversees any Order to Cash acquisition and divestiture activities related to orders; Assigns individuals to projects, organize tasks, timelines and resources. Maintains detailed understanding of system functionality, both SAP and Business Intelligence, and service requirements for our customers. Serves as escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary. Supports change management initiatives associated with corporate changes, acquisitions, or managed projects; Utilizes best practices and effectively integrates acquired companies into a standardized way of doing business. Participates in commercialization projects to stand up new customer business focusing on efficient solutions to best meet customer’s requirements. Leads cross-functional discussions with appropriate stakeholders whe…

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