Director of Customer Experience
Not Disclosed•Full-TimeOn-site
location_on601, West 6th Street, Fourth Ward, Uptown, Charlotte, Mecklenburg County, North Carolina, 28202, United States
About Solve Industrial Motion Group
Solve strives to be the trusted source for engineered bearings and power transmission solutions. Supported by a diverse range of products within our brand portfolio and unmatched technical expertise, we offer over 100,000 ready-to-ship components. We innovate with ambition, providing custom solutions across a wide range of applications. Our team obsesses over our customers, leveraging a nationwide network for industry-leading product availability and best-in-class customer service. We lead with integrity, unite with purpose, and drive toward innovation and continuous improvement every day.
About the Role
Reporting to the SVP of Sales, the Director of Customer Experience will drive Solve's customer service and sales strategy by leading a talented team of Customer Solutions Specialists and Supervisors. This multi-faceted role ensures exceptional customer engagement and operational excellence. You will act as a vital conduit between Sales, Product Management, Supply Chain, Engineering/Quality, and Operations teams to develop and deliver customer-specific solutions, ensuring product availability and on-time delivery to support Solve's continued growth and lasting customer relationships.
In this position, you will foster a high-performing operation by developing, training, and motivating your team to meet organization metrics and KPIs. You will be motivated to lead with a continuous improvement mindset, acting as a change-management champion to promote new processes, software, and integrations. The ideal candidate will build and maintain an engaged, customer-centric culture focused on responsiveness, problem-solving, and service-level excellence.
Our Culture & Benefits
We offer a market-competitive benefits package, including company-sponsored health coverage, life insurance, a 401(k) plan with company match, paid parental leave, and paid time off. You will work in a collaborative environment with passionate and innovative teammates.
Equal Opportunity
Solve is proud to be an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, status as a victim of domestic violence, a sex offence or stalking, or any other class or status in accordance with applicable federal, state, and local laws.
Work location
Work model: On-site
601, West 6th Street, Fourth Ward, Uptown, Charlotte, Mecklenburg County, North Carolina, 28202, United States
Charlotte, North Carolina
Key Responsibilities
- check_circleLead and develop a team of Customer Solutions Specialists and Supervisors to drive high performance
- check_circleDevelop and deploy a Solutions Selling and Center of Excellence Model for the team
- check_circleOwn customer solutions strategy including order management and serve as escalation point for key issues
- check_circleSupport S&OP processes by providing customer demand insights and execution feedback
- check_circlePartner with Finance and Sales Operations on forecasting, margin management, and performance reporting
- check_circleAnalyze use trends and data to inform decision-making and continuous improvement efforts
- check_circleEstablish and manage clear goals, KPIs, and performance expectations for the customer solutions team
- check_circleAct as a key liaison between Sales, Operations, Finance, and IT to align priorities and execution
Requirements
- verifiedBachelors Degree
- verified5+ years of progressive experience in sales and/or customer service operations leadership within an industrial, manufacturing or distribution environment
- verified5+ years' experience managing people
- verifiedSolid working knowledge of industrial parts, distribution models and customer order fulfillment processes
- verifiedExperience with ERP systems, CRM platforms and data-driven performance management
- verifiedIntermediate experience with Microsoft Office Suite
- verifiedAbility to travel up to 25%
Nice to Have
Experience working in a bearings, power transmission and/or drivetrain industry
Benefits & Perks
check_circleCompany-sponsored health coveragecheck_circleLife insurancecheck_circle401(k) plan with company matchcheck_circlePaid parental leavePaid time off
Similar Job Opportunities
Skills, education and keywords
Skills: Erp Systems, CRM Platforms, Microsoft Office Suite, S&op, Sales, Customer Service, Order Management, Forecasting, Margin Management, Performance Reporting.
Education: Bachelor's Degree required.
Frequently asked questions about Director of Customer Experience at Solve Industrial Motion Group
What does a Director of Customer Experience at Solve Industrial Motion Group do?expand_more
A Director of Customer Experience at Solve Industrial Motion Group is responsible for the following: Lead and develop a team of Customer Solutions Specialists and Supervisors to drive high performance; Develop and deploy a Solutions Selling and Center of Excellence Model for the team; Own customer solutions strategy including order management and serve as escalation point for key issues; and Support S&OP processes by providing customer demand insights and execution feedback.
What are the requirements for this Director of Customer Experience role?expand_more
To qualify for the Director of Customer Experience at Solve Industrial Motion Group position, applicants should have: Bachelors Degree; 5+ years of progressive experience in sales and/or customer service operations leadership within an industrial, manufacturing or distribution environment; 5+ years' experience managing people; Solid working knowledge of industrial parts, distribution models and customer order fulfillment processes; Experience with ERP systems, CRM platforms and data-driven performance management; and Intermediate experience with Microsoft Office Suite.
Where is the Director of Customer Experience role at Solve Industrial Motion Group located?expand_more
Director of Customer Experience at Solve Industrial Motion Group is based in 601, West 6th Street, Fourth Ward, Uptown, Charlotte, Mecklenburg County, North Carolina, 28202, United States. This is a on-site role.
Is this Director of Customer Experience job remote, hybrid, or on-site?expand_more
Solve Industrial Motion Group has listed this Director of Customer Experience role as on-site.
How much experience is required for this Director of Customer Experience role?expand_more
Director of Customer Experience at Solve Industrial Motion Group typically requires 5+ years of relevant experience at the executive level.
What skills do you need for the Director of Customer Experience role at Solve Industrial Motion Group?expand_more
Key skills for Director of Customer Experience at Solve Industrial Motion Group include Erp Systems; CRM Platforms; Microsoft Office Suite; S&op; Sales; Customer Service; Order Management; and Forecasting.
What education is required for Director of Customer Experience at Solve Industrial Motion Group?expand_more
Educational requirements for this role: Bachelor's Degree required.
What category does the Director of Customer Experience role belong to?expand_more
Director of Customer Experience at Solve Industrial Motion Group is part of the sales job category on Recrutus.