Hybrid CX Director: Lead & Optimize Customer Experience

Winland Foods, Inc.; Green Bay (WI); Hybrid; USD 136.000 - 205.000; Vollzeit

Benefits dieser Stelle

Medical

Dental

Vision

401(k) with match

STD/LTD/AD&D/Life

HSA

FSA

EAP

Hospital indemnity

Accident Insurance

Identity Protection

Legal

Critical Illness

Zusammenfassung

Winland Foods is seeking a Customer Experience Director in Wisconsin to oversee policy, order execution, pricing, and transportation. This role combines strategic leadership with hands-on process improvement in a hybrid environment.

You will lead the Customer Experience Department, drive KPIs, coordinate cross-functional initiatives, and mentor staff while ensuring compliance and efficient customer service across Windoria’s operations in the US and Canada.

Qualifikationen

• Bachelor’s degree or equivalent work experience in a management role.
• Seven years customer service experience with five years in a management role.
• Excellent communication skills, written and oral, for effective interaction with all levels of the company.
• Ability to think logically, solve problems, and grasp concepts and information technology systems quickly.
• Demonstrated ability to apply strong project management and change management skills.
• Ability to work independently without the need for daily direct management.
• Excellent organizational skills with ability to meet tight deadlines.
• Proven ability to build effective relationships, facilitate cross-functionally, and influence without authority.
• Experience in a manufacturing/food processing environment preferred.
• Working knowledge of Microsoft Office is required.
• Knowledge of SAP system is preferred.
• Proven leadership skills are required.

Aufgaben

• Directs and oversees all aspects of the organizations policies as it relates to order execution including order fulfillment, pricing, and transportation.
• Develops best practices for Customer Experience functions; designs and implements new work streams or improves upon existing processes; implements business driven technology initiatives.
• Leads or participates in cross functional or key customer meetings and represents the customer experience perspective.
• Disseminates information back to the customer experience department.
• Initiates and manages internal department and cross-functional projects to drive efficiency, documentation, compliance, process improvements and system enhancements.
• Provides leadership oversight of the Customer Experience Department.
• Ensures effective resource planning and workload balancing across teams to support a dynamic business model with specific customer requirements; Plans accordingly with the hiring of new staff, development of team and alignment of talent.
• Designs, implements and maintains performance scorecards and KPIs to measure team effectiveness, customer health, and service outcomes; Utilizes data analytics cross-functionally to be used and influence organizational strategies and decisions.
• Establishes Customer Experience goals; conducts semi-annual performance and developmental reviews for direct reports, provides input on all team members; monitors performance against service targets and goals; meets with Supervisors regularly to focus on KPIs; identifies opportunities for on-going training; provides or facilitates development and skill set enhancement training for team members; mentors and fosters growth of team members.
• Oversees any Order to Cash acquisition and divestiture activities related to orders; Assigns individuals to projects, organize tasks, timelines and resources.
• Maintains detailed understanding of system functionality, both SAP and Business Intelligence, and service requirements for our customers.
• Serves as escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary.
• Supports change management initiatives associated with corporate changes, acquisitions, or managed projects; Utilizes best practices and effectively integrates acquired companies into a standardized way of doing business.
• Participates in commercialization projects to stand up new customer business focusing on efficient solutions to best meet customer’s requirements.
• Leads cross-functional discussions with appropriate stakeholders when customer expectations are not being met, and works to find solutions.
• Applies a continuous improvement mindset to support scalability, control costs, achieve operational efficiency, and provide exceptional customer service.
• Serves as a representative for the Commercial team on the corporate Project Review Board (PRB) to review and provide input to proposed projects.
• Builds relationships and partners with key personnel at production and warehouse facilities as needed to address customer concerns and/or customer execution challenges.
• Manages the sample distribution process to customers, and supports the cross-selling of products across the Windoria companies.

Kenntnisse

Customer service leadership

Communication skills

Project management

Change management

Independent work

Organizational skills

Cross-functional collaboration

Leadership

Microsoft Office

SAP knowledge

Ausbildung

Bachelor’s degree or equivalent

Tools

SAP

Microsoft Office

Jobbeschreibung

Winland Foods is seeking a Customer Experience Director in Wisconsin to oversee policy, order execution, pricing, and transportation. This role combines strategic leadership with hands-on process improvement in a hybrid environment.

You will lead the Customer Experience Department, drive KPIs, coordinate cross-functional initiatives, and mentor staff while ensuring compliance and efficient customer service across Windoria’s operations in the US and Canada.