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Position: Director, Customer Care
Location: Radford, Virginia - OR - Downers Grove, Illinois
Reports To: Senior Director, Global Sales
Summary
This 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 Responsibilities
Sales & 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 processes
Representative Decisions
Service strategies
Prioritize customer care continuous improvement initiatives
Standard work requirements related to customer experience
Staffing decisions
Expected 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 relationships
Critical 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 solutions
Education 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 systems
Travel Requirements
Must be willing to travel by all forms of transportation. Position requires 30-40% travel
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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 Assistance
Regal Rexnord's 30,000 associates around the world help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company's electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company's automation offering, comprised of controls, actuators, drives, and small, precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.
The Company's end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.
Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord is headquartered in Milwaukee, Wisconsin and has manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit .
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 .
Equal Employment Opportunity Posters
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.
Equal Employment Opportunity Employer: Female/Sexual Orientation/Gender Identity/Minority/Veteran/Disabled