Director, Customer Care
Company: Regal Rexnord Corp
Location: Downers Grove
Posted on: April 30, 2024
Job Description:
Position: Director, Customer CareLocation: Radford, Virginia -
OR - Downers Grove, IllinoisReports To: Senior Director, Global
SalesSummaryThis position is responsible for leading and managing
the Regal Rexnord Linear Motion Division's customer care functions
globally, with a distinct emphasis on process improvement in our
transactional and commercial functions. Key responsibilities
include leading customer care teams to provide world class customer
experiences. Essential Duties and ResponsibilitiesSales &
Transactional Process Improvement
- Global management of core customer care functions, and direct
management of global customer service teams
- Responsible for customer care metrics and analytics
- Drive customer experience consistency across all regions in
customer service, sales, self-service, and transactional
processes
- Drive customer experience improvement projects
- Influence improvements in Customer Relationship Management
(CRM) system
- Champion customer loyalty - create loyalty metrics, identify
churn risks, and develop and execute customer loyalty retention
initiatives
- Partner with cross functional departments to ensure excellent
customer focus
- Develop and improve key account support processesRepresentative
Decisions
- Service strategies
- Prioritize customer care continuous improvement
initiatives
- Standard work requirements related to customer experience
- Staffing decisionsExpected Outcomes
- Sustained Customer Care team engagement
- Sustained commercial RBS improvements
- Consistent global customer care processes and high KPI
performance measurements
- Consistent global customer experiences with highly satisfied
customers
- Strong effective cross functional relationshipsCritical
Competencies
- Accountability - takes ownership of expected outcomes
- Communication - listens to others and creates clarity through
verbal and written communications
- Customer Focus - clearly articulates customer needs to drive
customer satisfaction; provides excellent service to internal and
external customers
- Entrepreneurial Spirit - actively seeks out and recognizes
opportunities that help company grow, improve, and evolve
- Leadership - creates a compelling vision and leads by example
in a manner that promotes followership; leverages the strengths of
individuals and teams to achieve objectives
- Organizational Effectiveness - effectively navigates
organizational structures and drives momentum to achieve desired
outcomes
- Prioritization - organizes and addresses tasks in order of
importance
- Problem Solving - methodically defines, investigates, and
executes effective solutionsEducation and Experience Requirements
- Bachelor's degree in related field
- 10 years role related experience with 5 years management
experience
- Strong negotiation skills
- Well-organized, methodical, and detailed
- Excellent interpersonal, organization, writing, and
presentation skills
- Analytical skills (ability to gather impactful information for
data-based decisions)
- Prioritization - both in individual role and in direction set
for Customer Care Teams
- Advanced excel skillset
- Knowledge and experience with commercial RBS tools and basic
understanding of all fundamentals
- Ability to understand and optimize business systemsTravel
RequirementsMust be willing to travel by all forms of
transportation. Position requires 30-40% travel#LI-HYBRIDBenefits
- Medical, Dental, Vision and Prescription Drug Coverage
- Spending accounts (HSA, Health Care FSA and Dependent Care
FSA)
- Paid Time Off and Holidays
- 401k Retirement Plan with Matching Employer Contributions
- Life and Accidental Death & Dismemberment (AD&D)
Insurance
- Paid Leaves
- Tuition AssistanceAbout Regal RexnordRegal Rexnord Corporation
("Regal Rexnord") is a leading manufacturer of electric motors,
electrical motion controls, power generation and mechanical power
transmission products and sub-systems, serving customers around the
world in the general industrial, consumer, commercial construction,
food & beverage, and alternative energy end markets, among others.
Regal Rexnord sells its products and solutions to OEMs, through
distributors, and directly to end-users. Regal Rexnord is a $7.2B
company with 36,000 associates globally.You may not know it, but
Regal Rexnord impacts your life every day. The company's products
enable the fans in HVAC systems that keep us comfortable; the power
source that keeps smart buildings running; the agricultural and
food service equipment that keeps us fed; and the conveyer systems
that keep e-commerce flowing, to name a few of the applications
where our products are used.Regal Rexnord's business purpose is to
create a better tomorrow by energy-efficiently converting power
into motion. This means creating innovative solutions while
focusing on both customer needs and the company's commitment to
sustainability. The company's industrial powertrain and automation
solutions offerings are an important part of the company's growth
strategy. The company's strategy includes leveraging 80/20 to
prioritize all activities, including product excellence,
operational excellence and commercial excellence (i) driving
organic sales growth through the introduction of innovative new
products, with a particular focus on improving energy efficiency,
(ii) establishing and maintaining new customers, as well as
developing new opportunities with existing customers, (iii)
participating in higher growth end markets and geographies, and
(iv) identifying and consummating strategic, value creating
acquisitions.Equal Employment Opportunity StatementRegal Rexnord is
an Equal Opportunity and Affirmative Action Employer. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex/gender, sexual orientation, gender
identity, age, ancestry, national origin, marital status,
citizenship status (unless required by the applicable law or
government contract), disability or protected veteran status or any
other status or characteristic protected by law. Regal Rexnord is
committed to a diverse and inclusive workforce. We are committed to
building a team that represents diverse and inclusive backgrounds,
perspectives, and skills. If you'd like to view a copy of the
company's affirmative action plan or policy statement, please email
. If you have a disability and you believe you need a reasonable
accommodation in order to search for a job opening or to submit an
online application, please e-mail .Notification to Agencies: Please
note that Regal Rexnord Corporation and its affiliates and
subsidiaries ("Regal Rexnord") do not accept unsolicited resumes or
calls from third-party recruiters or employment agencies. In the
absence of a signed Master Service Agreement or similar contract
and approval from HR to submit resumes for a specific requisition,
Regal Rexnord will not consider or approve payment to any
third-parties for hires made.
Keywords: Regal Rexnord Corp, Hammond , Director, Customer Care, Professions , Downers Grove, Indiana
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