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Customer Service Director - NA Motors job in Grafton at Rexnord

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Customer Service Director - NA Motors at Rexnord

Customer Service Director - NA Motors

Rexnord Grafton, IL Full-Time
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Regal Rexnord Corporation (RRX) is approximately a %245B publicly traded global manufacturer of electric motors and controls, electrical components and power transmission products serving customers around the world in the general industrial, consumer, commercial construction, food %26amp; beverage, and alternative energy end markets, among others. Regal Rexnord sells its products and solutions to OEMs, through distributors, and directly to end-users. The company has approximately 29,000 global associates with significant operations in the US, Mexico, Europe, China, and India. Regal Rexnord Corporation is the result of a merger between Regal Beloit Corporation and Rexnord%26rsquo;s PMC business which was completed in 2021. The headquarters for Regal Rexnord is located in Beloit, WI with an executive satellite office in Rosemont, IL.


You may not know it, but Regal Rexnord impacts your life every day. Our 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.

Our business purpose is to create a better tomorrow by energy-efficiently converting power into motion. For us, this means creating innovative solutions while focused on both customer needs and our commitment to sustainability. Join our team to create your better tomorrow.


Scope of leadership role

A key player on the North America Commercial Motors Business Unit leadership team, the Customer Service Director will create and drive the strategy for the Customer Service Organization to impact customer satisfaction, process improvements, and talent and culture initiatives. The Customer Service Director will lead a multi-site team that support the daily management of the entire customer facing value stream from order entry to invoicing.

Key Responsibilities

  • Develop strategy and establish customer service-related programs for North America Commercial Motors
  • Oversee and coordinate cross-functionally the resolution of most complex issues and concerns
  • Manage all activities associated with incoming customer service operations, including developing and implementing policies and procedures. Ensures continuous improvement of processes, systems and communications
  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Apply 80/20 principles to organize and serve our customers
  • Lead Customer Service teams at multiple North America locations and drive talent and culture initiatives to develop a high-performing team
  • Keep ahead of industry%26rsquo;s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative KPIs and monthly service level
  • Maintain an orderly workflow according to priorities
  • Provide hiring, promotion and disciplinary recommendations, as well as performance evaluation and feedback for direct reports


PROFESSIONAL EXPERIENCE/QUALIFICATIONS

Minimum Requirements:

  • Minimum 10+ years%26rsquo; experience in customer service or related field.
  • Bachelor%26#39;s degree or equivalent related experience (Master%26rsquo;s preferred) .
  • Performs well in a team setting with collaborative input and decision making.
  • Cross functional collaboration with a diverse and multi-functional team.
  • Must be a self-starter, capable of maneuvering through a multi-segmented organization, and drive results without a direct reporting structure.
  • Demonstrated success leading a team; previous experience leading supervisors a plus.
  • Working knowledge of customer service software, databases and tools.
  • Ability to think strategically and to lead.
  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking skills.
  • Excellent verbal and written communication skills.
  • Travel: ability to travel 25-40% of the time (typically to our site locations in Grafton, WI, Tipp City, OH and Mississauga, Ontario, Canada)

 

Recommended Skills

  • Business Process Improvement
  • Communication
  • Customer Satisfaction
  • Customer Service
  • Databases
  • Decision Making
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Job ID: 22000097