Director, Customer Experience

Job Description:

The Director, Customer Experience, manages all aspects of Customer Care and Inside Sales for Kerr Dental and Infection Prevention based in the Kerr Corporate office in Brea, CA.

The ideal candidate will have demonstrated experience leading both Customer Care and Inside Sales teams.

This individual will be responsible for overseeing the strategy, planning and execution of the organization’s overall customer experience goals.

This position will work cross-functionally with stakeholders to define, deliver, and implement programs driving outside and inside sales, while also supporting the related needs of product marketing and customer service.

This role is also responsible for devising departmental strategies while supporting tactical day-to-day administration, developing processes and workflows, as well as working with leaders and users on an ongoing basis to improve and enhance the CRM platform for the company.

Essential Duties and Responsibilities:

• Design and generate dashboards, reports that support better decision making and process improvement within the organization, including service metrics
• Responsible for implementing and enforcing processes and tools that will maintain integrity and accuracy of Microsoft Dynamics data
• Embrace a feedback culture by setting clear expectations for direct reports through open communications, goal setting, and performance-based management
• Assist in the development and training on various reporting and contact management software
• Oversee various projects as needed

Customer Care:

• Create vision, drive strategy, and build the roadmap to define the customer experience
• Drive innovative strategies that deepen our customer understanding and respond to changing customer expectations
• Establish the KPIs for the customer service roles to deliver on key business objectives
• Define the customer satisfaction criteria and develop a survey process to ensure that performance and expectations are aligned
• Assess possible insourcing & outsourcing opportunities that will enhance the effectiveness

Inside Sales:

• Develop the Go-To-Market Strategy for Inside Sales to improve sales coverage and deepen customer loyalty.

  Work collaboratively with the Outside Sales team to proactively manage the expansion or acquisitions of new customers

• Establish the inside sales metrics and key performance indicators that drive our success

Supervisory Responsibilities: 

This position requires direct and indirect supervisory responsibility.

Position requires communication and interaction with the Sales, Marketing, and Human Resources groups.

Job Requirements:

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:  

• 5+ years of Customer Service/Inside Sales Management Experience
• Experiences with Microsoft Dynamics, or similar CRM experience
• Process oriented, proactive and customer-focused
• Strong analytical and problem solving skills
• Proactive about starting up and carrying out projects to gain efficiencies
• Flexible and able to quickly act under pressure
• Attention to detail and thoroughness in completing work tasks
• Excellent time management and organization skills
• Strong proficiency with the Microsoft Office suite

Travel: 

• 15% overnight travel.