Director of Customer Experience

Company: Turck, Inc.
Location: Minneapolis
Posted on: May 23, 2025

Job Description:

Director of Customer Experience - Minneapolis, MNMay 9, 2025Salary Range:
$139,000.00 To $156,000.00 AnnuallyOverviewTurck has a reputation for high quality sensors, distributed I/O, and connectivity solutions. Responding to the expanding needs of our customers, Turck's offering has grown to include identification, safety barriers, isolators, machine safety, industrial controls, and system solutions. We dedicate ourselves to finding the optimal engineered solution for every application, no matter the challenge. With manufacturing sites in Germany, Switzerland, the USA, Mexico, and China -- all using the most up to date processes -- Turck makes sure that you get what you need, when you need it, wherever you may be.At Turck, we are a growing and global team. In addition to great perks and challenging work assignments, we invest in our people with enriching career growth opportunities. We believe in a friendly and collaborative environment with open lines of communication.Job SummaryAs a Director of Customer Experience, you will direct and oversee all aspects of the organization's customer service process including policies, objectives, and initiatives. You will have the opportunity to develop service level standards focused on response times and issue resolution. Establishing policies and procedures that produce high quality customer service delivery and that reflect industry best practices including processes for order tracking, maintaining updated customer contact information, and resolving complex customer requests or complaints will also be a part of your work experience.What will you do?

• Leadership and management of the Customer Solutions team including resource management, hiring, mentorship, and performance management
• Be responsible for customer satisfaction and success
• Work with Sales teams, customers, and channel partners to assist in winning business and ensuring that customers are satisfied with their Turck customer experience
• Developing a thorough understanding of current challenges and business needs; gathering relevant facts and working with key decision makers to recommend solutions to overcome gaps between current and desired results with a specific focus on solutions for our customers and channel partners
• Developing strategies, executing developed roadmaps, and adhering to timelines to deliver a field and customer focused operational process that supports the business needs of the organization
• Identifying and partnering with key stakeholders to troubleshoot potential obstacles, coordinate resource allocation, and monitor progress
• Diagnosing process failures within the "Quote-to-Cash" process function within Turck's enterprise system and working cross-functionally to develop solutions and course corrections
• Developing a plan to prepare regular status updates and collaborating with the team to deliver those updates to Leadership as requested
• Define and implement capabilities to support specific business commitments for Strategic Customers, in partnership with the regional sales management team
• Appropriate definition and workflows for the company's CRM in day-to-day customer service/order management/inside sales operations
  Minimum Qualifications:
  
  This role requires a bachelor's degree or its equivalent plus deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. Requirements also include 7+ years of managerial experience in a related customer service or sales field. You must possess the ability to effectively communicate both verbally and in writing.Much of this job is done sitting at a workstation under usual office conditions. Requires high attention to detail. Incumbent will have direct reports under their supervision. High communication skills will be necessary. Domestic and international travel is required.What we offerAs a Turck employee, you will be eligible to participate in Turck's comprehensive benefits program, which includes medical, dental, and other well-being offerings, as well as a 401(k)-retirement savings plan. Receive a competitive salary and an amazing benefits package as you grow your career at Turck. The estimated annual salary for this role is between $139,000 - $156,000.It is the policy of Turck to provide equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law.
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Keywords: Turck, Inc., Coon Rapids , Director of Customer Experience, Executive , Minneapolis, Minnesota