PRIMARY RESPONSIBILITY:

Responsible for leading the positive and proactive transformation of the customer service organization while implementing state of the art tools across the narrow web customer service team. The position requires knowledge in developing and implementing process efficiencies and will lead in implementing world class customer service tools to support our customers via our internal team, website and other self-service channels.

This position will also provide guidance for large quotations, acquiring and maintaining customers by providing industry-leading service, and ensuring the customer’s needs (voice of the customer) are met, under the direction of the Director of Customer Service.

DUTIES AND RESPONSIBILITIES:

• Develop and embed service process improvements solutions to synchronize across all business units.
• In collaboration with other functional teams, maintain and advance development of changes to internal suite of tools for customer service in order to support Go-To-Market.
• As a change leader, help ensure smooth transition of new processes ensuring timely communication both to and from business unit stakeholders.
• Maintain ERP, CRM and CPQ software across the narrow web team ensuring customer service engagement.
• Responsible for motivating and getting the “buy in” of the supporting sales teams to achieve goals.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding/motivating and disciplining employees; addressing complaints and resolving problems.
• Develop a three-year department plan to align processes, resources and department goals with current and future strategic objectives.
• Develops and implements strategic customer service expectations, metrics and plans to provide industry- leading service.
• Handle escalated customer correspondence, complaints, and inquiries, especially on major accounts.
• Identify trends in customer satisfaction or dissatisfaction and communicate with the CSR, Account Manager and Management as needed.
• Work with VP of Sales to manage pricing, discounts, and complaints by customer.
• Ensures compliance to company policies on pricing, business ethics, code of conduct and sales cost management.
• Maximizes company achievement in customer satisfaction through CSAT and NPS by effective teamwork among sales, customer solutions, engineering and manufacturing. (Pricing, scheduling, and prioritizing competing demands for resources.)
• Other duties as assigned to meet departmental and company objectives.

MINIMUM QUALIFICATIONS

EDUCATION/EXPERIENCE

• Bachelor's degree (B.A.) from four-year college/university or seven to ten years’ experience on a Go-To-Market team in leu of a degree
• A minimum of seven (7) years related experience and/or training in customer service, sales, or other Go-To-Market functional area. Of those seven (7) years, a minimum of five (5) years managing customer service, sales, or other functional team with a proven track record.
• Minimum three (3) years’ experience working with a CRM and Sales Operations (CPQ) system. Knowledge of Salesforce CRM and CPQ a plus.
• Minimum two (2) years’ experience developing, measuring, and completing company KPI’s

OTHER CANDIDATE QUALIFICATIONS

• Experience in an engineered converting/cutting tool environment. Tag and Label industry knowledge and experience a plus
• Experience working with engineered or rotary cutting products
• Ability to evaluate and leverage NPS and CSAT scores
• An innovative solution-first spirit and an ability to think creatively
• Ability to manage multiple projects while being detail oriented and structurally organized.
• Experience with marketing or VoC (Voice of Customer) initiatives
• Great presentation, communication, and strategic planning skills.

PHYSICAL REQUIREMENTS

• Able to wear prescribed personal protective equipment – safety shoes, safety glasses, hearing protection, etc.
• Position located in Eureka, MO
• Hybrid in office / work from home opportunity

Job Type: Full-time

Pay: $90,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Eureka, MO 63025: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?

Experience:

• Sales: 7 years (Preferred)

Work Location: Hybrid remote in Eureka, MO 63025

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