Hybrid Director of Customer Experience at Arbill Industries Inc

Description

Job Summary

The Director of Customer Experience is responsible for leading, developing, and inspiring a multi-functional customer-facing team that includes Client Relations Associates (CRA), Safety Store Associates (SSA) and Field Service Associates (FSA). This role ensures the delivery of an exceptional client experience by providing strategic oversight, operational excellence, and continuous process improvement. The Director will create a service culture that minimizes client issues, maximizes efficiency, and fosters long-term partnerships. They will spearhead efforts to automate, streamline, and simplify operations, with a focus on preventing recurring issues through root cause analysis, technology enhancements, training, and process optimization. 

Key Responsibilities

Leadership & Team Development

• Provide clear vision, direction, and coaching to CRA, SSA, and FSA teams to ensure consistent, high-quality client service.
• Recruit, hire, onboard, and develop team members, fostering a culture of accountability, problem-solving, and continuous improvement.
• Lead weekly departmental rhythm meetings and participate in cross-functional leadership huddles to maintain alignment with company goals.
• Promote a proactive, client-first mindset across all roles—encouraging employees to anticipate needs and act quickly to resolve challenges.
• Identify leaders and build a bench of managers, supervisors and team leaders and help them to lead members of the team to success.

Operational Excellence

• Oversee all client service operations: from order/quote processing, case/ticket (issues/additional needs) support to on-site inventory management in safety stores or vending replenishment.
• Ensure efficient scheduling and resource allocation for both on-site (SSA, FSA) and remote (CRA) support.
• Maintain high service standards while managing budget, timelines, and KPIs.
• Drive operational efficiency by identifying bottlenecks and implementing sustainable solutions.
   

Client Experience Optimization

• Use root cause analysis (“five whys” method) and Kaisen events to identify and eliminate sources of repeat client issues.
• Lead efforts to reduce Dynamics cases/tickets through preventive measures, training, and process redesign.
• Partner with technology teams to implement automation and digital solutions that enhance responsiveness and accuracy.
• Establish and monitor KPIs for customer satisfaction, service turnaround, and case resolution rates.

Process Improvement & Innovation

• Develop, refine, document, and maintain, processes, procedures, and work instructions, ensuring they are current, clear, and actionable.
• Regularly evaluate and improve workflows to streamline service delivery and eliminate inefficiencies.
• Collaborate with cross-functional teams (Supply Chain, Operations, Sales) to align customer experience initiatives with business objectives.
• Champion continuous innovation—encouraging team members to bring forward ideas for new tools, processes, or approaches. 

Requirements

Skills & Competencies

• Leadership & Coaching – Inspires and develops high-performing teams across diverse roles and environments.
• Strategic Thinking – Anticipates future client needs, market trends, and operational challenges; aligns resources accordingly.
• Communication – Excels in verbal and written communication with clients, internal teams, and leadership; adapts style to audience.
• Problem Solving – Employs analytical skills, creative thinking, and persistence to address complex service issues.
• Technology Savvy – Proficient in CRM (Dynamics), ERP (P21), vending software, Microsoft Office Suite, and analytical tools (Excel, Qlik).
• Operational Rigor – Maintains strong organizational and planning capabilities; manages multiple priorities effectively.
• Client-Centric Mindset – Builds trust and long-term relationships through proactive engagement, empathy, and accountability.

Arbill Core Values

1. Relentless Can Do

Approach challenges with   optimism, creativity, and determination. - We firmly believe there's no   ceiling to what we can accomplish. What we collectively dream up we can   achieve. We're bold thinkers, courageous, wildly ambitious and we approach   every situation with optimism and creativity. We have a whatever it takes   mentality, and the perseverance to carry it out. This limitless mindset is   the cornerstone for all that we do and we are steadfast when it comes to   achieving whatever we set our minds to. 

Behaviors: Leaning  into problems seeking solutions, imagining what is possible, vs what isn't   possible; Optimism, Creative, Ambitious

2. Cultivating Meaningful Relationships

Build   and maintain authentic partnerships based on trust and respect. - We take   pride in the relationships we've built over the decades - in business, with   employees and interpersonally. We listen, really take the time to understand   their needs, wants and opinions - and we're wholeheartedly committed to   treating everyone with the utmost care and respect that they deserve. We know   that mutual respect builds strong meaningful partnerships - so putting our   dedicated efforts into building, nurturing and growing these precious and   authentic relationships around respect is the key to everyone's success.

Behaviors: Humility,   Open, Honest, Authentic, Truthful, Communicative

3. Drive to Continuously Innovate

Seek improvement, embrace   change, and pioneer new approaches to enhance client experience. - We're   unapologetically committed to the endless pursuit of knowledge, growth and   innovation not only in business but for ourselves. We take risks, encourage   curiosity, learn from our mistakes, pioneer new ideas, and forge new paths.   By continuously innovating, we're able to consistently deliver   ground-breaking, revolutionary solutions that add value to every situation -   within our company, our industry and in people's daily lives. We never   settle. We strive for excellence.

Behaviors: Healthy   paranoia, accountable for our mistakes, desire to be better, humble

Qualifications:

• Bachelor’s Degree and/or equivalent experience
• At least 3 working years’ experience in relevant customer service or project management role
• Comfortable working in a fast-paced environment