Solve IMG

Director of Customer Experience

Charlotte, NC
Full Time
Senior Manager/Supervisor
Solve Industrial Motion Group strives to be the trusted source for engineered bearings and power transmission solutions. Supported by a diverse range of products within Solve’s brand portfolio and our unmatched technical expertise, we have over 100,000 ready-to-ship components.  At Solve we innovate with ambition, offering custom solutions in a wide range of applications. We obsess over our customers, leveraging our nationwide network for industry leading product availability, and best-in-class customer service.  Our engaged team leads with integrity, and unites with purpose, driving toward innovation and continuous improvement every day. 

POSITION DESCRIPTION: Reporting to the SVP of Sales, the Director of Customer Experience will be responsible for driving Solve’s customer service and sales strategy by leading a talented team of Customer Solutions Specialists & Supervisors, ensuring exceptional customer engagement and operational excellence. The ideal candidate will utilize their strong communication skills to develop, train and motivate their team to operate as a high-performing operation, to ensure organization metrics and KPI’s are being met. In this multi-faceted role, this individual will act as a conduit between the Sales, Product Management, Supply Chain, Engineering/Quality and Operations teams to develop and deliver customer-specific solutions and ensure product availability and on-time delivery to poise Solve for continued growth and lasting customer relationships. The ideal candidate will be motivated to lead with a continuous improvement mindset, while acting as a change-management champion, promoting new processes, software and integrations.

RESPONSIBILITIES:
  • Hires, leads and develops a team of Customer Solutions Specialists and Supervisors to drive high performance, accountability and strategic solution-selling for a seamless customer experience with Solve’s power transmission solutions
  • Establish and manage clear goals, KPI’s and performance expectations for the customer solutions team with the intent to build and maintain an engaged customer-centric culture focused on responsiveness, problem-solving, and continuous improvement to drive revenue growth through improved customer retention, upsell/cross-sell support and service-level excellence
  • Support workforce planning, hiring, onboarding and ongoing training for customer solutions roles
  • Develop strategy and deploy a Solutions Selling & Center of Excellence Model for Solve's Customer Solutions Team
  • Own the customer solutions strategy, including order management processing, and serve as the escalation point for key customer issues, ensuring timely and effective resolution
  • Ensure consistent execution of pricing, contracts and service level agreements (SLAs)
  • Support S&OP (Sales & Operations Planning) processes by providing customer demand insights and execution feedback
  • Partner with Finance and the Sales Operations Analyst on forecasting, margin management and performance reporting
  • Analyze use trends and data to inform decision-making and continuous improvement efforts
  • Establish and track key performance indicators, including customer satisfaction, order accuracy, revenue performance, backlog and service levels, and subsequently implement necessary improvements if any process gaps are identified
  • Act as a key liaison between Sales, Operations, Finance and IT to align priorities and execution
QUALIFICATIONS:
  • Bachelors Degree
  • 5+ years of progressive experience in sales and/or customer service operations leadership within an industrial, manufacturing or distribution environment
  • 5+ years’ experience managing people
  • Solid working knowledge of industrial parts, distribution models and customer order fulfillment processes
  • Experience with ERP systems, CRM platforms and data-driven performance management
  • Intermediate experience with Microsoft Office Suite
  • Ability to travel up to 25%
PREFERRED QUALIFICATIONS:
  • Experience working in a bearings, power transmission and/or drivetrain industry
OUR EMPLOYEE VALUE PROPOSITION:
  • Market competitive benefits package, including company-sponsored health coverage, life insurance, 401(k) plan with company match, paid parental leave and paid time off
  • Work in a collaborative environment with passionate and innovative teammates
Solve is proud to be an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, status as a victim of domestic violence, a sex offence or stalking, or any other class or status in accordance with applicable federal, state, and local laws.
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