Global Customer Service Excellence Leader

  •  

Kansas City, KS

Industry: Manufacturing

  •  

11 - 15 years

Posted 70 days ago

  by    Joe Szlosek

Global Customer Service Excellence Leader

**This role is located in the greater Charlotte, NC area. Relocation assistance is available.

We are seeking a senior level Customer Service Excellence professional to join a business unit of a large, global company.

Lead the global customer experience and excellence strategy for the technical and customer support teams for the business. This role will lead and influence cross functional teams to improve customer communications, metrics and the overall customer experience.

Indirectly lead a large global team ? technical and customer support teams. Partner closely with hub leaders and functional leaders to drive customer experience and excellence strategies within the business. Lead and influence cross functional teams to improve customer communications, metrics, and the overall customer experience. Identify ways to improve the customer experience and act as a change agent to drive changes globally across the business.

Lead the deployment of customer experience initiatives for the business

Builds relationships with distributors / strategic customers

Build business acumen / provide mentorship for customer facing interactions

Act as the customer advocate within the customer service teams

Customer Service point of contact within the business to help dispatch any queries, escalations, etc. 

Routes customer feedback to the business

Identify ways to improve the customer experience and act as a change agent to drive changes globally across the business.

Requirements

Bachelor's degree with 10+ years Customer facing experience

Proven track record of improving customer experiences

Minimum 5+ years leadership experience

Minimum 5+ years of experience in Program Management, Operations and/or Customer Service/Sales.