Director of Customer Experience & Inside Sales

Häfele; Archdale (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

Häfele in the United States is seeking a Director of Customer Service and Inside Sales to lead multi-site operations, drive customer engagement, and optimize service delivery.

You will oversee contact center activities, leverage data analytics (Power BI, Excel), and partner with regional leaders to scale processes and develop leaders. The role requires strategic vision, strong communication, and a proven track record in customer-focused growth.

Qualifications

• Bachelor's Degree or Associate Degree preferred, but comparable experience considered.
• 7+ years of progressive leadership experience within a contact center or service ops.
• Strong ability to analyze data and drive improvements.
• Experience with Power BI and Excel for reporting and insights.
• Experience with ERP/CRM and customer-facing technology initiatives.

Responsibilities

• Provide strategic oversight for customer contact center activities, including inbound communications.
• Develop and implement initiatives to improve operational efficiency, customer experience, service levels, and revenue-generating opportunities.
• Lead, coach, and support managers to foster accountability, engagement, and continuous improvement.
• Establish performance standards and monitor results through scorecards and analytics.
• Collaborate with regional and operational leaders to align customer support with goals.
• Design and maintain employee development programs, onboarding, coaching, and quality practices.
• Assess workforce planning strategies and technology solutions to maximize productivity.
• Identify opportunities for process improvements and organizational growth.

Skills

Leadership

Data analytics

Power BI

Excel

Customer care

CRM

ERP

Team development

Education

Bachelor's degree

Associate degree

Tools

ERP

CRM

Power BI

Excel

Job description

Häfele in the United States is seeking a Director of Customer Service and Inside Sales to lead multi-site operations, drive customer engagement, and optimize service delivery.

You will oversee contact center activities, leverage data analytics (Power BI, Excel), and partner with regional leaders to scale processes and develop leaders. The role requires strategic vision, strong communication, and a proven track record in customer-focused growth.