Director of Customer Service
at Altra Industrial Motion

Date Posted: 4/15/2019

Job Description

As a member of the leadership team, the Director of Customer Service will lead Kollmorgen’s customer service and technical assistance teams. Responsibilities will include customer satisfaction, customer experience, and post-sale technical support. A candidate should display excellent communications skills as well as hold the ability to manage conflicts and confrontation in constructive and creative manner.  This role will be joining the Kollmorgen team in Radford, VA.  Kollmorgen is an Altra (AIMC) company.


Essential Job Function:

  • Provide direction, leadership, development and management of the operations of customer support, and overall customer experience.
  • Seek ways to improve processes and policies that hold true to the company’s mission and values.
  • Responsible for Customer Service team engagement
  • Develop and maintain in-depth working knowledge of the company’s products, operations, systems, and processes.
  • Advocating internally on behalf of our clients to continuously enhance customer experience and product capabilities.
  • Directly liaise with multiple departments including senior leadership to ensure the support group remains current on all company initiatives in order to best service our customers.
  • Sets and monitors key performance indicators; including customer satisfaction, operating efficiency, and employee satisfaction.
  • Develop key relationships with both internal and external stakeholders
  • Ability to provide variety of leadership styles including highly directive
  • Drive performance of customer service and technical support teams
  • Manage a network of distributors across North America
  • Other duties as assigned.

 

The company in which you have expressed employment interest is a subsidiary or affiliate of Altra Industrial Motion Corp. The subsidiary or affiliate is referred to as an ""Altra Company."" Altra Industrial Motion Corp. and all Altra Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. The ""EEO is the Law"" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. If you have a disability and need assistance accessing or using this website to apply for a position, you can request assistance by sending an email to [Click Here To Join].

Job Requirements

Requirements:

  • BA/BS Degree in a related discipline or relevant work experience.
  • 10+ years of experience managing people.
  • Experience with Oracle or Salesforce.com is a plus.
  • Experience in direct customer facing roles, clearly exhibiting a customer-focused mentality.
  • Proven ability to work across departments, including sales, marketing, operations, and engineering.
  • Core competencies that include leadership, performance management, process management, data analysis, effective communication, business acumen, and technical aptitude.
  • Demonstrated track record of building and scaling a sustainable support operation from end to end, including management and development of teams, processes, systems and metrics.
  • Proven track record of ability to develop and engage talent.
  • Exceptional verbal and written communication skills as applied in systems documentation, client meetings, team interaction, etc.
  • Very strong organizational and prioritization skills.
  • Sense of urgency as well as ability to drive cross-functional projects to conclusion.

EEO Statement: The company in which you have expressed employment interest is a subsidiary or affiliate of Altra Industrial Motion Corp. The subsidiary or affiliate is referred to as an ""Altra Company."" Altra Industrial Motion Corp. and all Altra Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. The ""EEO is the Law"" poster is available at: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process will have the opportunity to request accommodation during the application process.

 

Job Snapshot

  • Employee Type: Full-Time
  • Location: Radford, VA
  • Job Type: Management
  • Experience: Not Specified
  • Date Posted: 4/15/2019

About Us

Altra Industrial Motion is a leading global supplier of quality power transmission and motion control products. Providing the essential control of equipment speed, torque, positioning, and other functions, Altra products are used in nearly any machine or process involving motion. Our products are sold in over 70 countries in a variety of major industrial markets, including food processing, material handling, packaging machinery, mining, energy, automotive, primary metals, turf and garden and many others.

Altra products are marketed under a variety of well recognized and established manufacturing brand names. Operating independently, each of these companies is committed to the guiding principles of operational excellence, continuous improvement and customer satisfaction.

Our products are frequently used in a wide range of high-volume manufacturing processes, where the reliability and accuracy are critical in both avoiding costly down time and enhancing the overall efficiency of manufacturing operations.

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