Director of Customer Service

Hexcel Corporation

129d

About The Position

Hexcel is currently seeking a Director of Customer Service for our Salt Lake City, UT, USA location. We are looking for a passionate, experienced, and transformational Director of Customer Service to join our team. This role will help the VPs of our Commercial and Space and Defense customer groups facilitate the transition from a traditional Sales orientation to a Customer Business Team organizational structure. As the Director, you will be responsible for aligning our Customer Service teams in the Americas and overseeing all customer service operations, ensuring that our customers receive the highest level of service and support. The Customer Service Director is a key strategic and operational leadership role and will partner with the Directors of our Business Segments to be responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process, and technology. They will deliver key service outcomes for customers and be responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer across multiple channels.

Requirements

• Bachelor’s degree in business or technical field, master’s in business administration preferred.
• A Six Sigma Black Belt Certification in Customer Service will be a differentiator.
• Demonstrated ability and analytical skills to evaluate and improve business processes.
• Direct and/or functional management experience managing others.
• Demonstrated experience successfully leading Customer Service teams and processes.
• Result-oriented with strong written and oral communication skills.
• Strong leadership ability; Self-motivated.
• Ability to manage competing priorities in a matrix organization.
• Ability to build effective teams through coaching and collaboration.
• Influence other teams span of control to effect meaningful change.

Responsibilities

• Transform our current structure into a multilevel support team aimed at 100% satisfaction through speed of execution and accountability of team actions and associated process improvements.
• Strategically lead the customer service team to enhance performance of our representatives by setting clear key performance indicators (KPIs) and incorporating this strategy into the Americas STRAP.
• Demonstrate ability to motivate and communicate with others at all levels of our Customer Centric organization.
• Develop strategies and recommendations for unifying, aligning, and improving Customer Relations and the overall operation of the department to enhance performance by setting clear accountable performance measures.
• Develop staffing, training, and job performance standards and objectives while managing department budgets.
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
• Excellent communication and negotiation skills and influential relationships skills at all levels and able to use these relationships to deliver service improvements.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees