Director of Customer Experience & Inside Sales Ops

Häfele America Co.; Archdale (NC); On-site; USD 110,000 - 160,000; Full time

Job summary

Häfele America Co. seeks a Director of Customer Service and Inside Sales Support to oversee and enhance customer support across multiple locations.

This leadership role drives operational effectiveness, improves customer engagement, and leverages performance data to develop strong management teams. The ideal candidate will lead inbound communications, set service levels, coach managers, and align customer support with company goals, while focusing on scalable, customer-centered operations in a

Qualifications

• 7+ years of progressive leadership experience in contact center, customer care, or service ops.
• Strong data analytics skills with Power BI and Excel to drive decisions.
• Experience with ERP, CRM, and customer-facing technology initiatives.

Responsibilities

• Provide strategic oversight for customer contact center activities and customer care.
• Develop and implement initiatives to improve operational efficiency and revenue opportunities.
• Lead, coach, and support managers to foster accountability and continuous improvement.
• Establish performance standards and monitor results via reports and analytics.
• Collaborate with regional leaders to align support with organizational goals.
• Design and maintain employee development, onboarding, coaching, and QA practices.
• Assess workforce planning and technology solutions to maximize productivity.
• Identify opportunities for process improvements and lead growth initiatives.
• Promote a customer-first approach with high team performance.

Skills

Leadership

Data analysis

Customer service

Team development

Education

Bachelor's or Associate degree

Tools

Power BI

Excel

ERP

CRM

Job description

Häfele America Co. seeks a Director of Customer Service and Inside Sales Support to oversee and enhance customer support across multiple locations.

This leadership role drives operational effectiveness, improves customer engagement, and leverages performance data to develop strong management teams. The ideal candidate will lead inbound communications, set service levels, coach managers, and align customer support with company goals, while focusing on scalable, customer-centered operations in a