Director of Customer Experience

Position Summary: - The Director, Customer Experience will be responsible for managing and executing the 4Front customer experience strategy and priorities of the company. Works with the 4Front leadership and key customers to improve the customer experience in order to increase revenue and reduce costs. Directly responsible for Post Order Receipt interaction and management of all 4Front order channels including but not limited to Distribution, National Accounts, International, HPD, HVLS, etc.  Responsible for all customer interaction starting with order entry through production and shipping. 

1. Description of Essential Job Functions:

• Directly responsible for 4Front’s Customer Experience strategy, which includes the follow key areas:

• Order entry and management
• Product application review
• Customer logistics coordination
• E-Commerce

• Manage all Customer Experience teams across 4Front.

• Ensure that customer facing teams and all other business functions work in collaboration to consistently deliver on strategic goals and objectives with customer experience at the heart of implementations.
• Manage product application teams that work with customers and operations to ensure correct product is ordered for a customer’s specific application.

• Direct overall sales order channels including order entry, processing, and management from order origination through production/distribution and shipping.

• Work with various 4Front departments (i.e., Engineering, Production, Sales, Finance, IT, and Marketing) to ensure orders are completed on time and with the correct options.
• Continuously improve the order entry process by finding ways to reduce entry risks while increasing throughput.
• Oversee all customer communication regarding order status and changes using automated reports, emails, and phone calls.
• Responsible for managing order backlog across multiple branches and sales channels.
• Manage export compliance for international orders.

• Advance the use of technology and systems to measure and improve the customer experience.

• Responsible for growing and improving 4Front’s digital enablement and e-commerce strategies.
• Establish and roll-out the company’s customer experience roadmap including the technology, data and analytics needed to provide a 360 degree view of the customers’ experience and capabilities needed to meet the current and future needs of our customers.
• Interpret and leverage internal and external data insights to identify potential issues and opportunities to create a frictionless experience for customers across various stages of their lifecycle.
• Create and implement an analytics framework to measure customer experience KPIs, customer sentiment and success metrics of the proposed and implemented strategy.
• Recommend and implement tools and technologies to deliver, manage, measure, and improve customer experience.
• Utilize existing KPIs, and create new KPIs, to improve departmental performance.
• Minimize silos of systems, data, assumptions, hand-offs, performance, and customer touch-points.

2. Supervisory Responsibilities:

• Directly supervises the Sales Operations and Administration Managers who supervise employees in the Customer Service department for the overall direction, coordination, and evaluation of these units. Directly supervises employees. 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 and disciplining employees; addressing complaints and resolving problems.

3. Qualification Requirements: 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 Experience:

• Bachelor’s degree (BS/BA) in Business, Marketing, or a related field preferred. 
• 5-10 years’ experience managing customer experience or customer-facing teams preferred.
• 8+ years in customer experience with a focus on customer onboarding, retention improvements, customer journey mapping and management, process improvement, or strategy where the primary function is to improve, track, measure, or influence customer engagement.
• Experience in implementation and commonization of customer experience in a multi-site, multi-process manufacturing environment. 
• Experience recommending and implementing creative solutions to drive increases in customer satisfaction, retention, and online review scores.
• Strong background in consumer and customer research and analytics techniques, customer strategy, process improvement, and customer journey design.
• Proven track record of creating alignment across functions and bringing innovative solutions to the table.

Computer Skills

• Ability to use a personal computer utilizing spreadsheet and word processing software applications, databases, and automated systems to accomplish work.
• Advanced/Intermediate skill level with Microsoft Office Suite; Word, Excel, Project, and PowerPoint preferred.
• Requires ability to learn and understand JD Edwards (JDE) operation system.

Certificates, Certifications, Licenses, Registrations:

• PMP certification is preferred.

Other Skills, Abilities, or Core Competencies:

• Basic math skills.
• Enjoys a challenge and can see the big picture.
• Deep analytical skills and financial acumen required.
• High degree of technical aptitude and multi-tasking capability.
• Customer service orientation and approach to daily responsibilities.
• Ability to function as a team member and contribute to group goals.
• Strong collaboration and influence skills across multiple functions and all levels.
• Demonstrated strategic ability to plan, execute and achieve performance metrics.
• Display strong leadership, team building, project-management, and delegation skills.
• Ability to influence stakeholders to gain alignment and prioritize cross functional initiatives.
• Possess customer-centric mindset and advocate for the listening to the voice of the customer.
• Delivers considerable attention to customer service/order administration/problem resolution details.
• Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
• Demonstrated problem-solving, negotiation, and project management skills in a fast paced environment.
• Working knowledge of industry practices and the marketplace associated with fielded products or services.
• Strong prioritizing, planning, analytical, presentation, people management, and interpersonal relationship building skills.
• Excellent strong project management skills and ability to plan and execute customer experience initiatives effectively.
• Ability to work effectively with cross-functional teams and be able to build strong relationships with customers and other stakeholders.
• Highly skilled in communicating and presenting information to various levels of management, sales managers, suppliers, and customers.
• Maintain thorough knowledge and understanding of each customer’s specifications, standards, and other engineering requirements.
• Must be a creative, organized, enthusiastic individual with a demonstrated ability to communicate effectively in a fast-changing environment.

• Requires excellent oral, written and email communication skills and ability to communicate accurately, clearly, and directly both internally and externally.
• Ability to work in a group setting and independently while multi-tasking and adjusting to changing priorities in a minimally supervised fast paced environment.
• Strong understanding of customer experience best practices with ability to apply this knowledge to developing and implementing customer experience strategies.
• General understanding and working knowledge of manufacturing, assembly, sewing, and welding equipment and tooling including design, gauges, equipment design, automation, robotics, or manufacturing processes.
• Working knowledge of material types specifications and characteristics used in dock levelers, dock seals & shelters, impactable dock doors, high speed and high performance doors, and other entrance automation products and warehouse solutions.
• Demonstrated understanding of emerging customer experience/interaction channels and technology/tools including customer support technologies, customer relationship management (CRM) systems, customer feedback software, social media, chat, etc.
• Thorough understanding of company product, trade terminology, quality management and control systems and techniques, manufacturing processes including material controls, work flow, scheduling, just-in-time/pull system, machine operation, and company policies as standards.  Includes deep understanding of customer base as well as the competitive landscape.

• Safety Focus - Adheres to all workplace and trade safety laws, regulations, standards, and practices by learning and following safe work procedures in a manufacturing environment.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Communications - Communicates accurately, clearly, effectively, and directly both verbally and written, internally and externally, across all mediums, audiences, and situations.
• Flexibility - Adapts to and works with a variety of situations, individuals, and groups; is open to different and new ways of doing things; willingness to modify one’s preferred way of doing things.
• Global Mindset - Embraces the idea that there are differences between the global and local levels, and that these differences should be acknowledged and leveraged as a strategic business advantage.
• Core Values - Ability to genuinely champion Company vision, mission, values including the ability and willingness to demonstrate and uphold the Company's Core Values of Empowerment, Innovation, and Integrity.
• Customer Focused - Demonstrates dedication to meeting the expectations and requirements of internal and external customers; establishes and maintains effective relationships with customers and acts with customers in mind.
• Quality Orientation - Demonstrates accuracy and thoroughness; strives for continuous improvement and looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Demonstrating Beliefs and Principles - Openly confronts actions or decisions that do not align with his/her core beliefs, values, and principles; lets people know where he/she stands on issues and why; willing to agree to disagree when appropriate.
• Developing Others - Ability to delegate responsibility; plans and supports the development of individuals' skills and abilities, and coach to develop their capabilities so that they can fulfill current or future job/role responsibilities more effectively.
• People Leadership - Inspires, motivates, and empowers employees to perform well by creating a climate in which employees want to do their best; ability to quickly inspire confidence and establish trust, credibility, and rapport with executives and employees.
• Managing Through Systems - Can design practices, processes, and procedures which allow managing from a distance; is comfortable letting things manage themselves without intervening; can make things work through others without being there; can impact people and results remotely.
• Change Management - Defines requirements and resources needed to implement new ideas; converts ideas from general concepts into actionable implementation plans; communicates changes effectively; builds commitment and overcomes resistance; Monitors transition and evaluates results.
• Creativity and Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; Generates suggestions for improving work; develops innovative approaches and ideas; encourages new ideas and innovations; presents ideas and information in a manner that gets others' attention.
• Accountability & Dependability - Takes personal responsibility for own actions and the quality and timeliness of work, and achieves results with little oversight; follows instructions, responds to management direction; keeps commitments and completes tasks on time; commits to long hours of work when necessary to reach goals.
• Valuing Diversity - Appreciates and leverages the capabilities, insights, and ideas of all individuals including those with culturally different backgrounds; works effectively with individuals of diverse style, ability, and motivation; values diverse perspectives and working with others as a way to achieve the best output possible.
• Diagnostic Information Gathering - The ability to identify the information, assistance, and support needed to clarify a situation, seek that information from professional partnerships with others inside or outside the organizations, and use skillful questioning to draw out the information, when others are reluctant to disclose it.

• Problem Solving - Identifies and resolves problems in a timely manner; able to do firsthand investigation, analysis, and track back to arrive at the root cause of a problem and then identify best possible solutions or countermeasures that must be done to resolve the problem or achieve the goal; works well in-group problem solving situations.
• Technical & Professional Skill and Expertise - Ability to demonstrate depth of knowledge and skill acquired through formal training or extensive on-the-job experience to perform one's job at a high level of accomplishment; works with, understands, and evaluates technical information related to the job; advises others on technical issues.
• Self-Development & Continual Learning - Displays an ongoing commitment to learning and self-improvement; making an effort to acquire and apply new knowledge or skills for work; uses training, feedback, or other opportunities for self-learning and development; actively seeks feedback and works on compensating for weakness and limits.
• Fostering Teamwork - Ability and desire to work cooperatively with others on a team; encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; capable of working well with others both on the team and cross-functionally to achieve individual goals, team goals, department goals, and/or organizational goals; supports team decisions.
• Leveraging Customer Networks - Understands how work gets done in organizations; purposefully develops internal and external customer relationships to build value through collaboration; builds networks that allow him/her to efficiently drive projects through the organizational structure; maximizes productivity while staying within constraints of formal organizational policies and rules.
• Strategic Decision Making - Organizes work, sets priorities, and determines resource requirements; determines strategies to achieve short-term or long-term goals and objectives after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values; adapts strategies to changing conditions; coordinates with other parts of the organization to accomplish goals; monitors progress and evaluates outcomes.
• Integrity, Trust, & Respect - Accomplishes results while maintaining respect for others, empathy, trust, fairness, and positive communications and relationships; demonstrates high ethical standards, integrity, and moral character; supports Company policies and practices in all work activities; is seen as a direct, truthful individual; follows through on commitments; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.
• Change Leadership - Manages, leads, and enables the process of change and transition; prepares, helps, and supports those affected by change deal with the impacts; includes the ability to develop, sponsor, or support the introduction of new and improved methods, products, procedures, or technologies; exhibits the characteristics of successfully leading change: creativity and innovation, external awareness, flexibility, resilience, strategic thinking, and vision.
• Guiding Behaviors - Demonstrates 4Front's guiding behaviors: develops and maintains effective relationships with others; takes the initiative on actions to accomplish goals and objectives and proactively looks for ways to improve existing processes; takes personal responsibility for own actions and for the quality and timeliness of work, and acts with a sense of urgency to achieves results; can be counted on to exceed goals successfully and constantly drives for results.
• Builds Effective Teams - Inspires and fosters team commitment, spirit, pride, morale, and trust; creates a feeling of belonging in the team; fosters open dialogue; facilitates cooperation and motivates team members to accomplish group goals; shares wins and successes; lets people finish and be responsible for their work; defines success in terms of the whole team;  ability to work with multiple teams and departments, comfortable leading, managing up and down levels in the organization.

Other Qualifications, Experience, or Requirements:

• Ability to travel as necessary to various 4Front and partner sites.  Position will require approximately 30% travel.
• Requires a valid motor vehicle operator’s license and the ability to operate a motor vehicle while carefully observing all traffic rules and regulations.

• Requires the ability to use a variety of office equipment such as spreadsheet and word processing software, calculator, telephone, facsimile machine, photocopier, and a computer printer.
• Work beyond the traditional 40 hours per week may be required as workload or projects dictate, including weekends and holidays.

4. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more of working time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle, or touch objects or controls, and talk and/or hear. The employee is occasionally required to stand, walk, climb, or balance, stoop, kneel, crouch or crawl, and/or reach above shoulders.
• The employee must occasionally lift and/or move up to 10 pounds while performing duties such as moving files or manuals.  Specific vision requirements of this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

5. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee occasionally works in proximity to moving mechanical parts, works in high, precarious places, outdoor weather conditions, and is exposed to fumes or airborne particles.   The employee must occasionally travel on company business.
• The employee must occasionally wear a hard hat and eye protection while working in manufacturing areas.
• The noise level in the work environment is moderate while working in the office but may be loud while working in production areas.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.