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Estimated Pay $13 per hour
Hours Full-time, Part-time
Location Radford, Virginia

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About this job

Position: Director, Customer Care

Location: Radford, Virginia - OR - Downers Grove, Illinois

Reports To: Senior Director, Global Sales

Summary

This position is responsible for leading and managing the Regal Rexnord Linear Motion Division's customer care functions globally, with a distinct emphasis on process improvement in our transactional and commercial functions. Key responsibilities include leading customer care teams to provide world class customer experiences.

Essential Duties and Responsibilities

Sales & Transactional Process Improvement

  • Global management of core customer care functions, and direct management of global customer service teams

  • Responsible for customer care metrics and analytics

  • Drive customer experience consistency across all regions in customer service, sales, self-service, and transactional processes

  • Drive customer experience improvement projects

  • Influence improvements in Customer Relationship Management (CRM) system

  • Champion customer loyalty - create loyalty metrics, identify churn risks, and develop and execute customer loyalty retention initiatives

  • Partner with cross functional departments to ensure excellent customer focus

  • Develop and improve key account support processes

Representative Decisions

  • Service strategies

  • Prioritize customer care continuous improvement initiatives

  • Standard work requirements related to customer experience

  • Staffing decisions

Expected Outcomes

  • Sustained Customer Care team engagement

  • Sustained commercial RBS improvements

  • Consistent global customer care processes and high KPI performance measurements

  • Consistent global customer experiences with highly satisfied customers

  • Strong effective cross functional relationships

Critical Competencies

  • Accountability - takes ownership of expected outcomes

  • Communication - listens to others and creates clarity through verbal and written communications

  • Customer Focus - clearly articulates customer needs to drive customer satisfaction; provides excellent service to internal and external customers

  • Entrepreneurial Spirit - actively seeks out and recognizes opportunities that help company grow, improve, and evolve

  • Leadership - creates a compelling vision and leads by example in a manner that promotes followership; leverages the strengths of individuals and teams to achieve objectives

  • Organizational Effectiveness - effectively navigates organizational structures and drives momentum to achieve desired outcomes

  • Prioritization - organizes and addresses tasks in order of importance

  • Problem Solving - methodically defines, investigates, and executes effective solutions

Education and Experience Requirements

  • Bachelor's degree in related field

  • 10 years role related experience with 5 years management experience

  • Strong negotiation skills

  • Well-organized, methodical, and detailed

  • Excellent interpersonal, organization, writing, and presentation skills

  • Analytical skills (ability to gather impactful information for data-based decisions)

  • Prioritization - both in individual role and in direction set for Customer Care Teams

  • Advanced excel skillset

  • Knowledge and experience with commercial RBS tools and basic understanding of all fundamentals

  • Ability to understand and optimize business systems

Travel Requirements

Must be willing to travel by all forms of transportation. Position requires 30-40% travel

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Benefits
  • Medical, Dental, Vision and Prescription Drug Coverage

  • Spending accounts (HSA, Health Care FSA and Dependent Care FSA)

  • Paid Time Off and Holidays

  • 401k Retirement Plan with Matching Employer Contributions

  • Life and Accidental Death & Dismemberment (AD&D) Insurance

  • Paid Leaves

  • Tuition Assistance

About Regal Rexnord

Regal Rexnord's 30,000 associates around the world help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company's electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company's automation offering, comprised of controls, actuators, drives, and small, precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.

The Company's end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord is headquartered in Milwaukee, Wisconsin and has manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit .

Equal Employment Opportunity Statement

Regal Rexnord is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, age, ancestry, national origin, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Regal Rexnord is committed to a diverse and inclusive workforce. We are committed to building a team that represents diverse and inclusive backgrounds, perspectives, and skills. If you'd like to view a copy of the company's affirmative action plan or policy statement, please email . If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail .

Notification to Agencies: Please note that Regal Rexnord Corporation and its affiliates and subsidiaries ("Regal Rexnord") do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement or similar contract and approval from HR to submit resumes for a specific requisition, Regal Rexnord will not consider or approve payment to any third-parties for hires made.