Director of Customer Experience & Strategic Accounts

Inventive Group; Mountain Home (ID); Hybrid; USD 75,000 - 100,000; Full time

Job summary

Inventive Group is hiring a Director of Customer Service & Strategic Accounts to build and lead the customer service organization across all of our brands. Today customer service is distributed with no single owner.

This role exists to change that - you will set the standards, build the team, and own the service experience our dealers and customers get. The role carries a second accountability that sets it apart from a conventional service management job.

Qualifications

• 5+ years leading a customer service, inside sales, or account management team.
• Experience in a manufacturing, wholesale or dealer-channel environment where order accuracy and lead time drive customer satisfaction.
• Demonstrated ability to define service standards and hold a team to them consistently.
• Working command of ERP and CRM systems, including building and interpreting service and sales reporting.

Responsibilities

• Lead five direct reports across territory customer service, support and front-of-house, with functional oversight of a sixth.
• Own order-to-cash service standards - quote turnaround, order accuracy, warranty cycle time, and first-pass resolution.
• Own servicing and retention for our strategic accounts, in partnership with the Director of Sales.
• Build and own the Customer Service career ladder, training standards, and onboarding.
• Hold the pairing discipline between each Customer Service Representative and the Territory Sales Representative they support.
• Route recurring warranty causes to Engineering and Operations as improvement input rather than case by case.
• Apply and sustain Lean practice in the service area - 6-S, Kata coaching, PDCA.

Skills

Leadership

Customer service

Team management

Strategic thinking

Education

Bachelor's degree in Business

Tools

ERP systems

CRM systems

Reporting tools

Job description

Inventive Group is hiring a Director of Customer Service & Strategic Accounts to build and lead the customer service organization across all of our brands. Today customer service is distributed with no single owner.

This role exists to change that - you will set the standards, build the team, and own the service experience our dealers and customers get. The role carries a second accountability that sets it apart from a conventional service management job.