Director of Customer Experience

Solve IMG • Charlotte, NC

12d

About The Position

Reporting to the SVP of Sales, the Director of Customer Experience will be responsible for driving Solve’s customer service and sales strategy by leading a talented team of Customer Solutions Specialists & Supervisors, ensuring exceptional customer engagement and operational excellence. The ideal candidate will utilize their strong communication skills to develop, train and motivate their team to operate as a high-performing operation, to ensure organization metrics and KPI’s are being met. In this multi-faceted role, this individual will act as a conduit between the Sales, Product Management, Supply Chain, Engineering/Quality and Operations teams to develop and deliver customer-specific solutions and ensure product availability and on-time delivery to poise Solve for continued growth and lasting customer relationships. The ideal candidate will be motivated to lead with a continuous improvement mindset, while acting as a change-management champion, promoting new processes, software and integrations.

Requirements

• Bachelors Degree
• 5+ years of progressive experience in sales and/or customer service operations leadership within an industrial, manufacturing or distribution environment
• 5+ years’ experience managing people
• Solid working knowledge of industrial parts, distribution models and customer order fulfillment processes
• Experience with ERP systems, CRM platforms and data-driven performance management
• Intermediate experience with Microsoft Office Suite
• Ability to travel up to 25%

Nice To Haves

• Experience working in a bearings, power transmission and/or drivetrain industry

Responsibilities

• Hires, leads and develops a team of Customer Solutions Specialists and Supervisors to drive high performance, accountability and strategic solution-selling for a seamless customer experience with Solve’s power transmission solutions
• Establish and manage clear goals, KPI’s and performance expectations for the customer solutions team with the intent to build and maintain an engaged customer-centric culture focused on responsiveness, problem-solving, and continuous improvement to drive revenue growth through improved customer retention, upsell/cross-sell support and service-level excellence
• Support workforce planning, hiring, onboarding and ongoing training for customer solutions roles
• Develop strategy and deploy a Solutions Selling & Center of Excellence Model for Solve's Customer Solutions Team
• Own the customer solutions strategy, including order management processing, and serve as the escalation point for key customer issues, ensuring timely and effective resolution
• Ensure consistent execution of pricing, contracts and service level agreements (SLAs)
• Support S&OP (Sales & Operations Planning) processes by providing customer demand insights and execution feedback
• Partner with Finance and the Sales Operations Analyst on forecasting, margin management and performance reporting
• Analyze use trends and data to inform decision-making and continuous improvement efforts
• Establish and track key performance indicators, including customer satisfaction, order accuracy, revenue performance, backlog and service levels, and subsequently implement necessary improvements if any process gaps are identified
• Act as a key liaison between Sales, Operations, Finance and IT to align priorities and execution

Benefits

• Market competitive benefits package, including company-sponsored health coverage, life insurance, 401(k) plan with company match, paid parental leave and paid time off
• Work in a collaborative environment with passionate and innovative teammates

What This Job Offers

• Job Type: Full-time
• Career Level: Director