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Intralox®

Head of Customer Experience - Americas

Location:

New Orleans, LA

Category

Customer Service & Technical Support

Division

Intralox

Hours

8:00am-5:00pm, M-F
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Intralox L.L.C. is seeking a Head of Customer Service for the Americas to create an environment of success while leading the department to develop and grow with a mindset of continuous improvement. This role will also be responsible for developing the overall Customer Service (Americas) strategy and execution tied to the company’s commercial objectives.


Intralox is a division of Laitram, L.L.C., with an extensive portfolio of innovative products and services that improve lives and optimize business worldwide each day. Intralox’s conveyance solutions enhance food safety, power e-commerce, and solve challenges for industries from automotive to industrial manufacturing to consumer goods.


Intralox was founded upon the principle of doing the right thing, by treating customers, employees, and suppliers with honesty, fairness, and respect. We aim as a company to practice these principles every day, which is why we have been consistently recognized for innovation and workplace excellence year after year.


Responsibilities:

  • Manage a team of 8 direct reports who serve as Customer Service Industry Managers with an indirect team of 80 employees.
  • Provide leadership and help set ongoing vision for Customer Service Department development across people, processes and systems.
  • Collaborate and coordinate with global Customer Service leaders on Customer Service strategies, priorities and standards
  • Liaise with Business Unit Leaders to align Customer Service strategy and initiatives with business needs. Cultivate collaborative relationships across all work groups and teams
  • Align processes and department priorities with commercial and operational groups to improve overall continuous improvement
  • Seeks opportunities for continuous improvement; provides recommendations and implements initiatives to increase revenue, gain efficiencies, and improve customer service and employee experience.
  • Coach and develop direct reports through individual performance planning and performance evaluation sessions throughout the year.
  • Develop overall staffing plans, hiring and termination decisions as well as salary adjustments and distribution of incentives.
  • Lead Americas Customer Service strategy sessions, management team meetings and discussions.

Requirements:

  • Bachelor’s degree in business or related field – MBA desired
  • Minimum 10-years experience with Inside Sales and/or Customer Service in a business-to-business environment
  • Minimum 7 years in a supervisory capacity preferably managing senior level leaders
  • Ability to inspire and motivate a team of leaders and employees
  • Strong analytical and problem-solving ability
  • Deep commercial skills and understanding
  • Excellent Verbal and written communication skills; able to present at all levels of the organization
  • Excellent organizational skills and attention to detail
  • Open to relocating the most qualified candidate
  • Ability to travel (3 to 4 times per year)

EOE/M/F/Vet/Disabled

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