Customer Service and Engagement Director

About this role

Responsibilities

• Create order processes and making sure timely, accurate and profitable quotes, supporting the sales teams and distributors as well as ensuring a seamless and accurate order entry and management process.
• Responsible for other vital customer supporting teams such as technical support, field service, warranty, product training and aftermarket parts sales.
• Build an industry leading customer service operation and team
• Drive customer focused culture and behavior
• Set clear metrics and deliverables for the teams, upgrade and cross train personnel
• Be the liaison between sales, operations, product management to build accurate, profitable and timely quotes
• Baseline and increase win rates and reduce cycle time
• Implement new standardized processes to create a seamless operation and ability to leverage multi-site resources as a virtual team
• Make sure all customer return and quality issues are handled in a timely fashion and to customer satisfaction
• Provide insight and resources for the product training team to optimize the sales knowledge base and allow customers to get the most out of Salford products
• Develop new methods of collecting and analyzing field service and warranty information with the intent of providing early warning on product quality or performance issues
• Refine warranty response processes and drive down warranty claim cycle time
• Ensure service parts availability across the entire dealer network; drive parts sales by working with dealers to service their customers with adequate on-hand parts stock

About you

Requirements

• Minimum 8 years customer service and insights sales leadership experience
• Able to set expectations and run a customer focused operation
• Ability to influence the rest of the organization
• Demonstrated ability to lead remote teams
• Thirst for excellence
• Experience with Net Promoter Score or similar customer satisfaction gaging tools
• Team player who not only owns and excels in his functional area but collaborates effectively and proactively with the rest of the organization for the greater good of the company

What we offer

Why work with Brunel? We are proud to offer exciting career opportunities from over 100 offices globally in 42 countries. Advancing your career takes time and effort – let us match you to your ideal position.