Job Description

Job Description

OVERVIEW:

The Director of Customer Experience at Behlen Building Systems will lead the design, implementation, and execution of customer-centric strategies to enhance the overall experience for our metal building customers and partners. This individual will oversee customer service operations, develop initiatives to improve satisfaction, and ensure alignment with the company’s mission to deliver exceptional quality and value. The role will involve cross-functional collaboration, innovation, and a strategic focus on continuous improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Develop and implement a comprehensive customer experience strategy aligned with organizational goals and industry standards. 
• Establish key performance indicators (KPIs) to measure customer satisfaction and loyalty. 
• Serve as a thought leader in fostering a customer-first culture across the organization.
• Map and analyze the customer journey to identify pain points and opportunities for improvement. 
• Collaborate with Marketing, Sales, and Operations to ensure a seamless and positive customer journey from initial contact to post-sale support. 
• Lead efforts to enhance the onboarding process for builders, erectors, and other partners.
• Oversee customer service teams to ensure timely and effective resolution of inquiries and complaints. 
• Partner with manufacturing, engineering, and supply chain teams to address operational issues impacting the customer experience. 
• Monitor and improve systems, tools, and processes for managing customer interactions.
• Lead and mentor a team of customer experience professionals, including Customer Service Representatives and Managers. 
• Build a high-performance culture by recruiting, developing, and retaining top talent.
• Leverage customer feedback, surveys, and data analytics to inform decision-making and drive continuous improvement. 
• Report on customer satisfaction metrics and insights to senior leadership. 
• Benchmark against competitors to ensure Behlen Building Systems is a leader in customer experience within the metal building industry.
• Identify and implement innovative solutions to enhance customer engagement and satisfaction. 
• Drive initiatives that improve the ease of doing business with Behlen, such as digital tools or streamlined processes. 
• Promote and manage feedback loops to ensure the voice of the customer is represented in company decisions.
• Collaborate with District Managers, Marketing, and the leadership team to develop and execute customer-focused campaigns. 
• Represent the company at industry events, tradeshows, and customer meetings to build and maintain strong relationships.
• Ability to work towards continuous improvement of product quality and ISO 9001 system.
• Practice safe working habits and follow safety procedures, policy, and Job Safety Analysis (JSA).

  QUALIFICATIONS & REQUIREMENTS:  

• Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field
• Minimum of 8 years of experience in customer experience, customer service, or a related field, with at least 3 years in a leadership role. 
• Experience in the construction or metal building industry is a strong advantage.
• Proven track record of developing and implementing customer-focused strategies. 
• Strong leadership and team management abilities. 
• Excellent communication, interpersonal, and presentation skills. 
• Analytical mindset with the ability to translate data into actionable insights. 
• Proficiency in customer relationship management (CRM) tools and customer service software. 
• High degree of adaptability and problem-solving skills.
• Improvement in Net Promoter Score (NPS) and Customer Satisfaction. 
• Reduction in customer complaints and service resolution times. 
• Positive feedback from key stakeholders and customers. 
• Successful implementation of new customer experience initiatives.

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