Customer Experience Director

American Analytical Laboratories LLC; Fairfield (NJ); On-site; USD 90,000 - 130,000; Full time

Job summary

American Analytical Laboratories LLC is seeking a Director of Customer Experience to enhance customer satisfaction and streamline service processes. This vital role will focus on driving customer loyalty and involves strategic oversight of service delivery, team management, and policy development. Candidates should have extensive customer service experience, particularly in management roles.

Qualifications

• Ten years of customer service experience, five in a managerial role.
• Strong understanding of customer service programs and policies.

Responsibilities

• Develops and implements customer service strategies.
• Monitors key performance indicators for service quality.
• Oversees customer service teams and handles escalations.

Skills

Customer service leadership

Team development

Budget administration

Problem resolution

Data analysis

Education

Bachelor's degree in business administration, chemistry, or biology

Job description

1 week ago Be among the first 25 applicants

Director of Customer Experience

Responsible for supporting, developing, and executing strategies to enhance customer satisfaction, streamline service delivery processes, and ensure the highest standards of customer support. This position plays a critical role in driving customer loyalty and retention in their locations.

Summary

Director of Customer Experience

Responsible for supporting, developing, and executing strategies to enhance customer satisfaction, streamline service delivery processes, and ensure the highest standards of customer support. This position plays a critical role in driving customer loyalty and retention in their locations.

Essential Functions

• Plans, organizes, administers, develops, and evaluates the activities of assigned staff.
• Implements best practices and continuous improvement initiatives to optimize service quality and efficiency.
• Provides oversight of the Customer Experience Managers and serves as an escalation level for the client services teams; handles escalated customer issues and complaints ensuring timely and effective resolution.
• Develops and implements a comprehensive customer service strategy aligned with the Pace and the Analytical Services division's overall goals and objectives.
• Establishes and monitors key performance indicators to measure the effectiveness of customer service operations and initiatives; analyzes data and trends to identify areas for improvement and informed decision-making.
• Participates in the development of customer service policies and procedures; ensures that policies and procedures are followed.
• Develops and manages the department budget ensuring efficient allocation of resources, monitors expenses, and implements cost-saving measures.
• Partners with respective site leaders and sales team members to address client concerns and needs.
• Collaborates with other departments to ensure a seamless customer experience.
• Builds and maintains strong business relationships with key stakeholders, including clients, partners, and vendors.
• Contributes to the efficiency and effectiveness of the department's service to its customers by offering suggestions and directing or participating as an active member of a work team.
• Promotes and supports the overall mission of Pace by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education And Experience

• Bachelor's degree in business administration, chemistry, biology, or a closely related field; AND ten (10) years of customer service experience, five (5) years of which were in a managerial role; OR an equivalent combination of education, training, and experience.
  
  

Required Knowledge

Required Knowledge and Skills

• Comprehensive principles, practices, and techniques of leading customer service.
• Understanding of the development and implementation of customer service programs, policies, and procedures.
• Principles and practices of developing teams, motivating employees, and managing in a team environment.
• Principles and practices of budget development and administration.
• Applicable industry laws, codes, and regulations.
• Computer applications and systems related to the work.
• Understanding of dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, occasionally where relations may be confrontational or strained.
• Principles and techniques of providing effective oral presentations.
• Principles and practices of program planning, development, and evaluation.
• Principles and techniques of making effective oral presentations.
• Correct business English, including spelling, grammar, and punctuation.
  
  

Required Skills

• Performing and providing comprehensive professional-level customer service in a variety of markets.
• Overseeing and administering comprehensive and varied customer service functions.
• Supervising and evaluating employees and providing related recommendations.
• Training others in policies and procedures related to the work.
• Applying more standard business and project management methodologies with a focus on implementing plans to achieve goals.
• Developing effective work teams and motivating individuals to meet goals and objectives and provide customer services in the most cost effective and efficient manner.
• Interpreting, applying, and explaining applicable laws, codes, and regulations.
• Providing consulting services to supervisors and staff.
• Preparing functionals reports, correspondence, and other written materials.
• Using initiative and independent judgment within established organizational and department guidelines.
• Using tact, discretion, and prudence in working with those contacted in the course of the work.
• Performing effective oral presentations to large and small groups across functional peers and the department.
• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.
• Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work.
  
  

Working Environment

Work is performed in an office setting. Work is subject to travel.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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