Director of Customer Experience

Brief Description

The Director of Customer Experience is responsible for managing, training and motivating their direct reports to execute and advance the overall sales strategy and tactics. The Director of Customer Experience will work closely with members of the sales team and other departments to provide responsive assistance to internal and external customers.

Qualifications

• Minimum of 2 years’ experience working in a sales staff management capacity.
• Proven leadership ability to influence, develop and empower employees to achieve objectives with a team approach.
• Excellent organizational skills, with the ability to prioritize projects and meet deadlines.
• Excellent communication skills – both oral and written.
• Maintains high degree of accuracy. Detail-oriented.
• Self-motivated and self-disciplined. Ability to work in fast-paced environment and handle stress associated with multiple tasks and deadlines, as well as multiple people requiring/awaiting information.
• Works cooperatively with others in the department and company.
• Accepts and benefits from constructive criticism.
• Exceptional problem-solving skills.
  
  

Typical Duties And Responsibilities

• Provides leadership of the daily operations of the Customer Service, SecureCom Customer Service, Customer Outreach, Reception staff and Inside Sales areas while maintaining focus on the company’s strategic goals.
• Works directly with leadership to establish strategies, tactics and support overall company goals.
• Maintains staffing of all positions in the areas of responsibility with qualified, productive personnel.
• Manages, trains and motivates direct reports in areas of responsibility to achieve individual and team objectives.
• Responds to sales staff inquiries: pricing/price levels, check order status, account status. Handles questions and seeks resolutions.
• Develops trusting and supportive relationships with direct reports.
• Manages and directs staff including selection, evaluation and development to achieve corporate goals and objectives.
• Provides project forecasting for purchasing and production by working closely with sales team to support initiatives; oversees specific larger dealer standard part forecasting.
• Serves as DMP’s GSA Contract and Compliance Administrator; facilitates and participates in yearly audits and upholds Quality First, Quality Fast policy.
• Assists with International Sales efforts.
• Guides and assists with Dealer Level adjustments throughout the year to include the general price level modifications at year end.
• Reviews timecards, manages PTO requests and staffing requirements to meet customer demand for area of responsibility.
• Observes company policies. Continuously strives to find processes that create improved efficiency while maintaining conformance to requirements.
• Observes and adheres to the DMP Classification Standard.
  
  

EOE/Disabled/Vet

Summary

Onsite medical clinic for employee, spouse and family members, 18 and under, living at home; Medical, Dental, 401k, Life Insurance, Short and Long Term Disability, paid vacation/holiday, plus some not so usual (free security system, free UPS shipping), so you don't have to worry about self or family.