Customer Relations Director

Join our team as Director of Customer Relations where you’ll be available and responsive to team members, customers, and vendors, ensuring seamless communication and issues are quickly addressed. As a reliable member of our organization, you’ll handle responsibilities consistently and accurately. We value a resourceful and economical approach to achieving objectives efficiently, balancing cost-effectiveness with quality. Additionally, we encourage innovation, welcoming fresh ideas and forward-thinking solutions to propel our business forward. If you bring both a creative and disciplined approach to work, we’d love to hear from you.

Job Summary:

As the Director of Customer Relations, you will be responsible for the LMA (Leadership Management = Accountability) of the organization's Customer Service, Tech Support, and Training departments. You will play a pivotal role that bridges strategic planning and on-the-ground, execution. Your leadership skills are crucial in motivating coaching and guiding your team to perform at their best. You will ensure that systems are in place and utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.

Supervisory Responsibilities:

• Assist in recruiting, interviews, hires, and trains new staff.
• Oversees the daily workflow of the Customer Service, Tech Support and Training departments.
• Provides constructive and timely performance evaluations.
• Handles recognition, discipline and termination of employees in alignment with our company values.
• Oversee training programs for customer service and tech support teams, ensuring they have the necessary skills to effectively engage with customers based on their needs.

Duties/Responsibilities:

• Strategy Development: Creating and implementing customer relations strategies aligned with the company's goals to enhance customer satisfaction through order entry, technical support and training.
• Customer Advocacy: Acting as the voice of the customer within the organization, ensuring that their needs, concerns, and feedback are heard and addressed across various departments.
• Problem Resolution: Handling escalated customer issues and complaints, employing problem-solving skills, and ensuring satisfaction.
• Data Analysis: Utilizing data analytics and metrics to assess customer satisfaction levels, identify trends, and make informed decisions to improve customer experience.
• Cross-functional Collaboration: Collaborating with other departments such as marketing, sales, and training to align strategies and initiatives that benefit the customer.
• Continuous Improvement: Driving continuous improvement in customer service and tech support processes, policies, and technologies to meet evolving customer needs and market trends.
• Metrics and Reporting: Tracking and reporting on key performance indicators (KPIs) related to customer satisfaction, response times, etc., to measure success and identify areas for improvement.
• Project Management: Oversee and manage strategic projects aimed at enhancing customer experience and satisfaction and drive customer loyalty. Ensure timely execution, monitor performance metrics, and resolve issues to maintain high standards of customer relations.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills
• Demonstrates accountability and can mirror to employees
• Excellent interpersonal and customer service skills
• Excellent sales and customer service skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills
• Ability to prioritize tasks and to delegate them when appropriate
• Ability to function well in a high-paced and at times stressful environment
• Proficient with Microsoft Office Suite or related software. Including Excel, Power BI, and Microsoft CE CRM system
• Familiarity with Business Central, Navision, or Microsoft Dynamics are a plus.

Education and Experience:

• High school diploma or equivalent.
• At least four years related experience required.
• Knowledge of Automatic Doors and Manual Door Hardware preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Prolonged periods of standing/walking on hard surfaces.