Director, Customer Care and Support
Badger Meter

Job Info

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Why Badger Meter?


Badger Meter is a leading global water technology company, with a mission to preserve and protect the world's most precious resource. For more than 100 years, cities and businesses have utilized our innovative and trusted solutions to enhance operational efficiency and conserve water while making it more affordable, clean and resilient. Just like every drop counts, at Badger Meter every employee counts because our contributions have a lasting impact on the world!

What You Will Contribute:


The Director, Customer Care and Support is responsible for directing and overseeing the achievement of our organization's customer service and technical support goals, objectives and initiatives and ensuring the delivery of a high level of customer service with a mindset focused on revenue growth and customer satisfaction. The position is responsible for creating an environment that supports and delivers best in class customer service through the establishment of policies and procedures that produce high quality customer service delivery and that reflect industry best practices and standardization across all U.S. locations, as well as sharing best practices with global counterparts.

Job Duties:

• Oversee the continuous improvement and achievement of department KPIs and SMART goals which define and drive service levels and standards
  
• Analyze relevant data to determine service level outputs, monitoring the accuracy of reporting and data analytics and make adjustments to processes, people and/or systems as necessary
  
• Identify and implement strategies to improve quality of service, productivity and profitability within the department
  
• Proactively understand organizational needs and structure to ensure appropriate alignment, team structure, staffing and accountability within the customer care group
  
• Manage transactional customer satisfaction program, including measuring and assessing customer satisfaction, providing data to functional areas for their action and reporting customer satisfaction results to management on a quarterly basis
  
• Review and resolve customer complaints, mentoring of leaders and staff to understand changing/unique customer needs and problem solve
  
• Champion customer service excellence throughout the organization
  
• Collaborate and influence cross functionally with business partners and leaders in sales, marketing operations, quality, finance, and IT to gain alignment and drive efficient and effective business decisions, processes, and system improvements
  
• Identify and address staff training and coaching needs (e.g. product cross-training, systems and communication, customer care skills), implementing and maintaining a leader-led, ongoing monitoring, coaching and training program
  
• Coach and provide concrete feedback as part of talent and career development
  
  Responsible for execution and management of assigned corporate strategies
  
• Develop annual budget for applicable departments and manage activities within budget constraints
  
• Responsible for compliance with company Code of Business Conduct for both self and any subordinates
  
• Responsible for developing and maintaining documentation of all key procedures in areas of responsibility
  
• Responsible for compliance with company "A", "B" and "C" policies. Specifically responsible for establishing and maintaining all policies within the marketing function
  
  
• Up to 10% travel required
  

Education and Experience:

• Bachelor's Degree in Business Administration, Communication or a related field required; Masters Degree preferred
  
• 10+ years of related experience with at least 5 years leading a customer-facing team desired
  

Qualifications:

• Strong analytical skills required
  
• Strong MS Office capabilities including Excel and PowerPoint required
  
• Global Fluency required
  
• Customer Focus required
  
• Strong communication skills both with internal and external customer required
  
• Ability to bring clarity, set expectations and hold individuals accountable
  
• Proficiency in Salesforce, Smartsheets preferred
  

Competencies:

• Driving Execution: Translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results.
  
• Establishing Strategic Direction: Establishing and committing to a long-term business direction based on an analysis of systemic information and consideration of resources, market drivers, organizational values, and emerging economic, technological, and regulatory conditions.
  
• Operational Decision Making: Secure and compare information from multiple sources to identify business issues; commit to an action after weighing alternative solutions against important decision criteria.
  
• Inspiring Excellence: Driving high standards; tenaciously working to meet or exceed challenging goals; defining success by goal achievement and continuous improvement.
  
• Leading Teams: Using appropriate methods and interpersonal styles to develop, motivate, and guide the team to attain successful outcomes and business objectives.
  

Working Conditions:

• Work is performed in an office environment and requires the ability to operate standard office equipment.
  

#SP123
Competitive Total Rewards at Badger Meter:

• Competitive Pay
  
• Annual Bonus
  
• Eligible for Annual Pay Increases
  
• Comprehensive Health, Vision, and Dental Coverage
  
• 15 days Paid Time Off + 11 Paid Holidays
  
• Two Ways to Save for Retirement: Badger Meter contributes 25 cents for every dollar you contribute to the plan, up to 7% of your eligible compensation. In addition to the match, the company will also contribute 5% of your eligible compensation to your Defined Contribution account on an annual basis. Additional access to a certified financial planner to help ensure your money is working for you, at no cost!
  
• Employer Paid benefits including: Employee Assistance Program (EAP), Basic Group Life Insurance, Short Term Disability, and more
  
• Educational Assistance - Tuition Reimbursement up to $5,250
  
• Voluntary benefits including: Additional Life Insurance, Long Term Disability, Accident and Critical Illness coverage
  
• Health Savings Account (HSA) & Flexible Spending Account (FSA) options
  

An Equal Opportunity/Affirmative Action Employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Applicants can learn more about their rights regarding equal opportunity in employment by viewing the federal "EEO is the Law" poster and the "EEO is the Law" poster supplement at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

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