The Director, Services position at Kenall is a leadership role requiring supervision and oversight of the strategy, planning, and execution of the organization’s overall customer experience goals. This includes working with other department heads to ensure all other teams contribute to providing customers with a seamless experience across touchpoints. This position is responsible for creating, managing, and executing the organization's customer experience strategy. In addition, this position will manage the Field Service and Technical Sales Teams to deliver a positive customer experience for our lighting sales channel.
ESSENTIAL JOB FUNCTIONS
Customer Service Functions:
Oversees customer service department - including order entry.
Oversee our sales policies as they relate to Customer Service procedures and provide feedback.
Maintains policy and procedures, including those for labor charges, charge backs, freight exceptions, Proof of Delivery, claims, expedited shipment authorization, terms exceptions, etc.
Works with Material Control to satisfy customer delivery needs. Provides input on the best way to ship an order, e.g., breaking it into parts, allowing inventory to be placed on the shelf, etc.
Delegation of Authority responsibility.
Supervises large orders, samples, submittal cut, bills of material (keeps manufacturing team informed of order specifics), reviews large orders for clarification, assures quotation commission and order accuracy, provides for product and/or shipment requirement change, and monitors orders from entry to shipment.
Customer Experience: Lead Voice of the Customer interaction with Kenall’s internal organizations (Quality, Engineering, Operations, Finance, Marketing). Implement all service policies and procedures about resource management, account maintenance, sales support, and service operations. Monitors workflow, assists associates, coordinates activities between departments, and adjusts workloads and assignments as necessary to ensure that established schedules are achieved. Directs, assigns, and schedules employees to provide accurate and timely responses to all agent inquiries, such as order status, product availability, price, technical information, project management, and other customer-related concerns, including personal telephone availability. Significant and continuous contributions to the organization’s customer experience. Other duties as assigned.
Technical Sales: Oversee the management of the support of the sales channel with technical assistance during the quotation and sales process. Oversee the management of the work in the specials process by adding value and bridging the gap between sales and engineering and providing guidance to both groups. Oversee the management of the technical lighting calculations as required.
Field Service : Provides technical support to the Field Service team. Oversee the management of the warranty claims. Oversee the management of the company's database of warranty and field-related claims. Oversee the management of the negotiation of labor proposals with outside contractors as required Delegation of Authority responsibility.
PERFORMANCE MEASURES: Significant and continuous contributions to the organization's customer experience. Associate growth, development, and management. Department structure, policy, procedure, and process development and maintenance. Measurable order cost savings and avoidance. Associate, colleague, and agent service level satisfaction.
GENERAL RESPONSIBILITIES: Ensure all teams are provided with proper training. Active participation in ongoing individual training/ development program Set goals and objectives with the manager; look for ways to improve quality and productivity Maintain good housekeeping conditions in the work area Follow safety rules and procedures Report abnormalities in equipment, machines, programs, processes Perform backup functions for other team members and for the Manager as instructed. Engage in cross-training to support backup efforts as directed. Perform other duties as assigned.
REQUIREMENTS: Engineering, Business or related major; 5-10 years of relevant work experience in the lighting or electrical industry preferred. Understanding of publicly held company principles and policies. Ability to analyze, interpret business data, and recommend effective business strategies. Skills in re-engineering operations, implementing policy and procedures. Financial analysis, reporting, and budgeting skills. Excellent communication skills; demonstrates strong grammatical use of the English language. Demonstrated ability to display strong customer service skills. Must be professional in appearance and attitude and possess the ability to work in a professional manner with customers, vendors, and employees at all levels. Computer literate, including Microsoft Office, Power BI, and J.D. Edwards ERP High level of self-initiative and dependability. Must be flexible to perform overtime duties or adjust schedule when required. Must be flexible and willing to pitch in as needed. Resourceful and highly organized with attention to detail and accuracy. Ability to manage, prioritize, and balance multiple tasks. Ability to work within a team environment. Must possess a positive, can-do attitude.
This job is performed under direct supervision and in accordance with authorized company policies, programs, procedures, budgets, laws, and business ethics.
This job description is intended as a guide for achieving company and departmental objectives and covers only the primary functions and responsibilities of the position. It is in no way to be construed as an all-encompassing list of duties.
Customer Experience: Lead Voice of the Customer interaction with Kenall’s internal organizations (Quality, Engineering, Operations, Finance, Marketing). Implement all service policies and procedures about resource management, account maintenance, sales support, and service operations. Monitors workflow, assists associates, coordinates activities between departments, and adjusts workloads and assignments as necessary to ensure that established schedules are achieved. Directs, assigns, and schedules employees to provide accurate and timely responses to all agent inquiries, such as order status, product availability, price, technical information, project management, and other customer-related concerns, including personal telephone availability. Significant and continuous contributions to the organization’s customer experience. Other duties as assigned.
Technical Sales: Oversee the management of the support of the sales channel with technical assistance during the quotation and sales process. Oversee the management of the work in the specials process by adding value and bridging the gap between sales and engineering and providing guidance to both groups. Oversee the management of the technical lighting calculations as required.
Field Service : Provides technical support to the Field Service team. Oversee the management of the warranty claims. Oversee the management of the company's database of warranty and field-related claims. Oversee the management of the negotiation of labor proposals with outside contractors as required Delegation of Authority responsibility.
PERFORMANCE MEASURES: Significant and continuous contributions to the organization's customer experience. Associate growth, development, and management. Department structure, policy, procedure, and process development and maintenance. Measurable order cost savings and avoidance. Associate, colleague, and agent service level satisfaction.
GENERAL RESPONSIBILITIES: Ensure all teams are provided with proper training. Active participation in ongoing individual training/ development program Set goals and objectives with the manager; look for ways to improve quality and productivity Maintain good housekeeping conditions in the work area Follow safety rules and procedures Report abnormalities in equipment, machines, programs, processes Perform backup functions for other team members and for the Manager as instructed. Engage in cross-training to support backup efforts as directed. Perform other duties as assigned.
REQUIREMENTS: Engineering, Business or related major; 5-10 years of relevant work experience in the lighting or electrical industry preferred. Understanding of publicly held company principles and policies. Ability to analyze, interpret business data, and recommend effective business strategies. Skills in re-engineering operations, implementing policy and procedures. Financial analysis, reporting, and budgeting skills. Excellent communication skills; demonstrates strong grammatical use of the English language. Demonstrated ability to display strong customer service skills. Must be professional in appearance and attitude and possess the ability to work in a professional manner with customers, vendors, and employees at all levels. Computer literate, including Microsoft Office, Power BI, and J.D. Edwards ERP High level of self-initiative and dependability. Must be flexible to perform overtime duties or adjust schedule when required. Must be flexible and willing to pitch in as needed. Resourceful and highly organized with attention to detail and accuracy. Ability to manage, prioritize, and balance multiple tasks. Ability to work within a team environment. Must possess a positive, can-do attitude.
This job is performed under direct supervision and in accordance with authorized company policies, programs, procedures, budgets, laws, and business ethics.
This job description is intended as a guide for achieving company and departmental objectives and covers only the primary functions and responsibilities of the position. It is in no way to be construed as an all-encompassing list of duties.