Overview

The FG Indoor Air Quality U.S. business unit is a fast-growing manufacturing and distribution company that is dedicated to making the world a Safer, Healthier and More Productive Place by providing Pure Air Technologies. The company manufactures a broad range of products for our customers in commercial spaces (i.e. office buildings, factories, hospitality, healthcare, etc, basically any indoor environment that is not a private residence). The company’s filter offering includes panel, pleated and mini-pleated filters, among others, that are focused on the highest minimum-efficiency-reporting-values ratings and high-efficiency-particulate-absorbing requirements. We manufacture products for brand name customers in both OEM, commercial and retail markets. Learn more about FG IAQ and our products at www.FiltrationGroupIAQ.com. 

The Director of Customer Experience will play a pivotal role in shaping and simplifying our customers' experience and enhancing the value propositions offered by our company. This encompasses supporting existing customers with placing new orders, partnering internally across functions to resolve issues and optimize the customer experience, capturing new business with existing customers and elevating customer-facing content and processes. Our objective is to provide our customers with an effortless experience. The successful candidate will have the opportunity to drive transformative growth, ensuring unparalleled customer satisfaction and positioning our brand for long-term success. 

A hybrid working schedule is offered for this role with a few days in office and working remote, along with business travel expected. #LI-hybrid

Responsibilities

• Ensure the customer service department consistently meets the needs of both internal and external customers.
• Optimize order input/management processes, maintain timely correspondence with customers, and facilitate effective communication with internal groups. Provide excellent support to the sales team.
• Manage new and existing customers and guide them towards growth through distributor scorecards, mix analysis, and upsell opportunities.
• Manage pricing and evaluation tools for quotations/bids, ensuring competitive and strategic positioning.
• Redesign processes to reduce waste and create an effortless experience for customers.
• Establish a robust process for identifying target customers and support the execution of winning selling strategies.
• Collaborate closely with the sales team, FG marketing team, and digital agencies to launch and manage successful campaigns within specified timelines and budgets.
• Cultivate a collaborative and engaging atmosphere, fostering teamwork and employee involvement. Drive excellence in safety, quality, delivery, and productivity to enhance customer satisfaction.

Qualifications

• Proven ability to build and lead high-performing teams, with a keen understanding of how to attract and retain top talent.
• Familiarity with the design and implementation of portal-based sales tools to enhance efficiency and effectiveness in sales processes.
• Proficient in guiding and managing the creation of compelling content, self-help tools, and sales collateral to optimize customer experience.
• Proficient in measuring and reporting on key performance indicators (KPIs), systematically assessing their performance against predetermined goal metrics.
• Experience in Sales Funnel management, optimizing the customer journey from lead acquisition to conversion.
• Demonstrated expertise in aligning unique value propositions with the specific needs of diverse market segments and potential customer opportunities.
• Ability to travel up 10-20% of the time to visit customers, team members, and facilities.

Personal Characteristics:

• Displays a deep intellectual curiosity, consistently seeking to expand knowledge and explore innovative solutions.
• A proactive individual who challenges the status quo, consistently seeking improvements and advancements.
• Radiates high energy and passion, infusing enthusiasm and dedication into every endeavor.
• A hands-on personality, actively involved in the details while maintaining a strategic perspective.
• Exhibits strong management discipline, ensuring the successful execution of initiatives both personally and through effective team leadership.
• Proven ability to develop talent across the performance spectrum, fostering growth and success within the team.
• Demonstrates a bias for action, thriving as a self-starter with an entrepreneurial spirit.
• Flexible and comfortable with rapid and frequent change
• Projects executive presence and excels in interpersonal, oral, and written communication skills.

Education and Experience:

• Bachelor’s degree, MBA a plus
• Proven work experience in a similar role for a manufacturing organization with management experience
• Track record of results collaborating with sales and operations teams
• Demonstrable ability to communicate, present, and influence key decision makers at all levels of an organization, including Executive and C-level
• Solid experience with ERP software and data to drive decision making
• Strong Microsoft Excel skills (including but not limited to pivot tables, x-look ups, charts, and graphs)
• Experience delivering consultative client-focused solutions to meet customer needs
• Evidence of project management skills

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

More About Filtration Group

Filtration Group is on a mission to make the world safer, healthier and more productive. With a passionate workforce, global footprint and world class engineering and manufacturing capabilities, we are driving innovation and developing solutions across a broad spectrum of applications in the fast-growing and rapidly-evolving global filtration industry. We are committed to maintaining an entrepreneurial culture built on a foundation of trust and in which our leaders exhibit a strong bias for action.

The Company began in 2009 and has rapidly grown organically and through a thoughtful acquisition strategy to be a global leader in the highly attractive filtration industry. Filtration Group has the broadest portfolio of solutions in the industry and has had a particular focus on building a leading platform of solutions focused on the Life Sciences and Indoor Air Quality end markets which are rapidly growing in the current market environment. Filtration Group produces mission critical products with high replacement rates. Over 80 percent of the Company’s revenue comes from replacement / consumable products, many of which are specified into customer’s products or processes. With revenues over $2 billion, Filtration Group is consistently recognized as the fastest growing and one of the largest filtration businesses in the world and has a global footprint of 141 facilities in 28 countries. Filtration Group has over 10,000 employees who are united in their Mission to make the world safer, healthier and more productive.