Customer Experience Director

Temperature Systems•Madison, WI

21h

About The Position

The Customer Service Director will serve on the Senior Leadership team and is responsible for overseeing client relationships, ensuring strategic alignment, and managing a high-performing engagement team. This position plays a critical role in client retention, satisfaction, and expansion, driving organizational transformation efforts while delivering exceptional service. This role leads the team that handles incoming customer communication, order entry, warranty claims, product returns, delivery questions, and general issue resolution. The Customer Service Director is charged with building strong processes, service standards, and a culture of responsiveness and accountability. This position develops clear customer service policies and metrics, coaching team members, and partnering cross-functionally to remove obstacles and improve the overall customer experience.

Requirements

7+ years of experience in client-facing roles such as Account Management, Customer Success, Consulting, preferably in HVAC or manufacturing industries.
3+ years of experience in a senior or leadership role.
Track record of managing and growing strategic accounts or partnerships.
Strong interpersonal and relationship building skills, able to foster long-term partnerships with clients.
Capable of managing complex engagements across multiple teams, with strong time and resource management skills.

Nice To Haves

HVAC Industry experience and/or experience managing customer relationships for a wholesale distributor or manufacturing.

Responsibilities

Supervise and support the customer service team responsible for handling incoming calls, emails, and walk-ins.
Establish and document customer service processes and procedures, including escalation paths.
Monitor order entry accuracy, response time, and resolution quality.
Set and track customer service KPIs (e.g., response time, issue resolution rate, order accuracy, customer satisfaction).
Oversee inside sales team, ensuring proactive customer engagement and lead conversion.
Own the full lifecycle of warranty claims, product returns, and RMA processing. Including processing all warranty claims with a goal to have 0 open claims over 30 days old
Create and enforce policies for warranty eligibility, credit issuance, and return logistics.
Partners with vendors and suppliers to resolve warranty-related issues efficiently.
Track and report trends in warranty claims and returns to drive operational improvements.
Open and willing to perform other duties as assigned.
Train team members on product knowledge, system use (Infor SX.e and CSD), and customer service techniques.
Provide regular coaching, feedback, and performance reviews to build a strong service culture.
Coordinate with Sales and Warehouse leadership to ensure communication is consistent and customers receive a seamless experience.
Act as the point of escalation for customer concerns and complex service issues.
Lead root cause analysis on recurring service problems and partner with other departments to drive permanent fixes.
Build and maintain an internal knowledge base for handling common customer inquiries.
Develop and uphold a clear service philosophy and customer experience vision for the organization.
Implement proactive service strategies, including follow-up communications, customer feedback collection, and service recovery programs.
Train the Client Engagement team to align client goals with company solutions.
Oversight of TSI University Training program to include value proposition to customers and managing curriculum
Ensure professionalism and quality in all client-facing interactions.
Develop and execute agency transformation plans to drive growth and client retention.
Identify opportunities for new services based on client needs.
Collaborate with Sales and other teams to support contract renewals and expansions.
Ensure successful execution and delivery of client projects.
Proactively manage risks and performance metrics for ongoing engagements.
Serve as the voice of the client within internal teams, advocating for service enhancements.
Lead efforts to proactively resolve client concerns and risks.
Drive improvements to internal processes and policies to support client success.
Utilize performance dashboards to track and analyze team metrics.
Develop best practice documentation and mentor junior team members.
Contribute to process enhancements that improve engagement effectiveness