Customer Focus Director
Trelleborg is a world leader in engineered polymer solutions for almost every industry on the planet. And we are where we are because our talents brought us here. By specializing in the polymer engineering that makes innovation and application possible, Trelleborg works closely with leading industry brands to accelerate their performance, drive their business forward—and along the way, shape the industry and progress that will benefit humankind in the exciting years ahead. Our people are Shaping Industry from the Inside. Why don´t you join us?
Overview:
Customer focus is a core value at Trelleborg. The Customer Service function plays a crucial role in maintaining & improving customer satisfaction and driving the company’s success. The Customer Focus Director is responsible for leading and managing the North America customer service department, ensuring that the team provides excellent customer support and enhances the customer experience. This role involves close coordination with other departments to achieve organizational goals. The ideal candidate will have a passion for our customers and a strong will to advocate for them.
Key Responsibilities:
Leadership and Management
- Lead, mentor, and develop a team of customer service representatives.
- Foster a positive and productive work environment to encourage high levels of employee engagement and performance.
- Set clear performance expectations and goals for the team.
Strategy Development:
- Develop and implement customer service strategies aligned with the company's objectives.
- Analyze customer service metrics and data to identify areas for improvement and drive strategic decisions.
- Innovate and implement new processes and technologies to enhance customer service efficiency and quality.
Customer Experience:
- Ensure that the customer service team delivers a high level of customer satisfaction through.
- Handle escalated customer issues and complaints, ensuring swift and effective resolution.
- Maintain transparent and regular communication with customers, ensuring they feel informed, understood, and content throughout their experience.
- Monitor customer feedback and develop strategies to improve customer experiences.
Collaboration:
- Work closely with other departments, including sales, supply chain, planning, quality, and production, to ensure a seamless customer experience.
- Participate in cross-functional meetings to address and resolve customer-related issues.
- Liaise with senior management to provide updates and insights on customer service performance.
Training and Development:
- Develop and deliver training programs to enhance the skills and knowledge of the customer service team.
- Proactively establish succession plans for key positions.
- Stay updated on industry trends and best practices to continuously improve the customer service function.
Reporting and Analysis:
- Prepare regular reports on customer service performance, including key metrics and trends.
- Provide actionable insights and recommendations to senior management based on data analysis.
Qualifications:
- Bachelor’s degree in business, management, or a related field or equivalent experience.
- Proven experience (typically 5+ years) in a senior customer service or management role in a manufacturing company. Experience in Sales and/or Marketing a plus.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical and problem-solving abilities.
- Proficiency with CRM and ERP (SAP experience preferred).
- Ability to work in a fast-paced and dynamic environment.
Key Competencies:
- Customer-focused mindset.
- Strategic thinking and planning.
- Ability to handle pressure and challenging situations.
- Strong organizational and multitasking skills.
- High level of integrity and professionalism.
Working Conditions:
- Full-time position.
- Office environment with occasional travel to other company locations or conferences.
- Remote work approximately 20% during year one.
Location:
- Office location is Rutherfordton, North Carolina
- Relocation assistance available.
Working at Trelleborg
Our employees are at the heart of everything we do. We understand that a great workplace is more than just fair compensation and benefits, although we do offer those as well. We also prioritize employee well-being and strive to create an environment that promotes work-life balance.
We offer a variety of benefits tailored to meet the needs of our diverse workforce. Depending on your position and location, you may have access to flexible working hours, remote work opportunities, and other benefits that support your personal and professional goals. We are committed to creating an inclusive and supportive culture that empowers you to thrive.
Apply today to become a part of our dynamic and forward-thinking team!
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