Description

For 85 years, Vortex Industries has been focused on Delighting the Customer. Today, Vortex is a growing facilities company offering a wide portfolio inclusive of commercial & industrial door repair, service, and installation. The services portfolio includes service for dock levelers, hydraulic equipment, dock seals & shelters. The company also provides commercial specialty door products and repairs including glass replacement, cold storage doors, roof hatches and floor doors, drive thru restaurant windows, and specialty doors.

We are looking for an energetic and self-motivated VP of Integration & Customer Experience to lead the Vortex Customer Experience office. The key goal of the customer experience office will be to ensure Vortex ability to delight our customers while exceeding their expectations regularly and reliably.

Customer Experience

• Implement a customer experience office with the objective of ensuring the most consistent, highest-quality experience for all Vortex customers nationwide.
• Lead the mapping of customer personas and journeys and ensure that each journey exceeds customer expectations.
• Be the internal strategist and external spokesperson for how the business interfaces with its customers to drive current and future growth.
• Ensure a reliable & holistic approach to Delighting the Customer that is consistently applied across the entire customer journey.
• Highly organized, detail-oriented, with attention to accuracy.
• Develop detailed understanding of the customer journey by persona and Promote Customer centricity and end to end customer experience.

Training

• Develop and continuously improve the Vortex Customer Service (Customer Service Representative/CSR & Customer Service Leader/CSL) training program.
• Ensure successful CSR/CSL on-boarding programs are in place and ensure high quality customer experience.
• Develop measurements for the Customer Service Training program to evaluate performance.
• Visit Service Centers to monitor progress and performance of Customer Service Training.

Integration & Program Management

• Ensure the consistency of Vortex standard work as applied across the entire service center network.
• Ensure the success of new satellites and service centers by ensuring that customer service is deployed successfully at each new location.
• Work with Integration Team continuously developing and improving the internal playbooks for satellite and new service center openings.
• Continuously improve the playbook for M&A integration.
• Integrate acquired locations into the Vortex customer service operating system.
• Establish/leverage an operating system to drive visibility and accountability.
• Establish and run regular integration project reviews to track progress and mitigate risks.

Customer Relationship Management

• Lead customer VOC collection and evaluation.
• Drive annual NPS survey work.
• Develop actions plans to address VOC improvements.
• Participate in large customer relationship management (meetings, touchpoints).

Requirements

Required Experience/Education/Training/Certifications

To perform this job successfully, an individual must possess the outlined experience level, education, training, minimum years of experience, product, or industry knowledge plus any certifications to be considered.

• Excellent verbal and written communication skills.
• Bachelor’s or master’s degree (MBA) in marketing, business, or related field preferred.
• Must have a passion for process improvement.
• Outstanding multitasking abilities.
• Self-motivated and able to work with minimal supervision to meet deadlines.
• Must be able to travel 40%. of the job

Profile & Skill Set

• Leadership experience within a services business.
• Prior experience as a customer service organization leader having run customer service or customer facing operations.
• Strong aptitude and desire to delight customers and demonstrated experience doing so.
• High-energy, creative, and resourceful self-starter who demonstrates leadership skills and instincts.
• Enthusiastic, committed to excellence with a combination of strategic thinking and drive to achieve tangible business results.
• Works well with people – driving strong collaboration and an enjoyable work environment.
• Ability to be hands-on as well as strategic with strong and demonstrated strategic thinking and strong analytical skills.
• Decisive and logical at thoroughly evaluating issues.
• Excellent planning, execution, and project management skills.
• Strong Leadership, Teamwork - A team player and builder, receptive to ideas from others. Shares information and keeps team members and partners informed.
• Outstanding communication and interpersonal skills with demonstrated ability to lead and inspire a team to successfully deliver results.
• Entrepreneurial spirit and Passionate customer advocacy
• Flexibility and ability to think creatively and develop non-traditional solutions to complex business challenges.
• Business acumen with a deep and thorough knowledge of business P&L statement and solid understanding of P&L drivers
• Results-Oriented with the ability to take actions and implement effective solutions in a timely manner, able to balance theoretical thought with practical.
• Ethics: Highest level of professional integrity and honesty as well as personal credibility.

Work Environment and Safety Equipment Required

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.

• Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances.
• Noise level is moderate in an office environment.