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DIRECTOR, GLOBAL CUSTOMER SERVICE

Company: Belden Inc.
Location: Indianapolis
Posted on: December 5, 2019

Job Description:

Belden Inc. is a multi-billion dollar organization of 10,000 talented people that support the mission-critical network infrastructure and audio visual broadcast needs of many of the world's best-known brands, placing us at the heart of the global transformation to a truly connected world. Our solutions can be found in many of your favorite places: concerts, sporting events, theme parks, and universities, just to name a few.If you're looking to join a global team of exceptional people, committed to designing, delivering and supporting best-in-class technology solutions in a fast paced, results-oriented and growing company - Belden is for you. Our people are creative, smart, analytical, and obsessed with being the best, working together to deliver high quality solutions and services to customers across the globe. Belden is now seeking an experienced Global Customer Service Director . This position will report to our Indianapolis, IN office. The Global Customer Service Director is a key strategic and operational leadership role responsible for the development, continuous improvement, implementation and delivery of our global customer service strategy to support our transformation to a web based self-service model. This role leads a matrix organization comprised of more than 30+ sites and more than 230 associates around the globe. Responsibilities of our Global Customer Service Director will include: Implementing global customer service strategy to support our transformation to web based self-service model Create multi-year strategic roadmaps that focus on a consistent client experience while driving cross-channel demand with a focus on revenue growth and cost reduction opportunities Responsible for managing budgets, improving NPS (Net Promoter Score) and driving quality and consistency Ensure that the customer support teams are aligned to the company's strategies, as is relates to products, services, and long-term growth objectives Create a proactive and responsive culture and develop processes which achieve the business goals and objectives with regards to the customer service function while identifying new tools and technologies to better serve the customers Leverage data, programs and technology to improve KPI's through performance management, governance and automation; set goals using metrics to ensure resources are focused on the right initiatives with other functions across the organization to ensure timely completion Identifying and providing feedback through 1:1 skip level meetings, effective use of personal development plans and provision of coaching & development opportunities Works cross-functionally with P&L owners, Customer Success, Sales, Operations, and Technology teams to continuously improve processes, identify best practices, and better utilize resources Participating in customer segmentation modeling Required Experience and Education for our Global Customer Service Director include: Ten or more years of progressive growth in customer service management A minimum of 5 years' experience in similar role Must demonstrate knowledge and experience in transformation and change management Must be able to articulate vision and build followership Attitude of taking holistic decisions, which always keep the customers' needs and seamless experience in focus. Strong business acumen Ability to work in a matrix organization and perform under pressure, with courage to make a clear stand Aptitude for technology and data Experience with customer service software, emerging software tools and new technology implementation Financial & Analytical experience in using KPIs and metrics to drive decision-making. Demonstrate ability to motivate and communicate with others at all levels Ability to manage various projects with strict deadlines Evidence of well-developed leadership skills, excellent communication and negotiation skills At Belden, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how our Belden Business System is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.This company is an equal opportunity employer and makes employment decisions without regard to race, gender, disability, or protected veteran status.

Keywords: Belden Inc., Indianapolis , DIRECTOR, GLOBAL CUSTOMER SERVICE, Executive , Indianapolis, Indiana

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