Director of Customer Care & Inside Sales

The Director, Customer Care & Inside Sales is a senior role that provides strategic direction, management leadership, training and mentoring within HuFriedyGroup in the pursuit of service excellence, globally. The position manages either directly or indirectly, all of Customer Care, Technical Service and Inside Sales teams to ensure external Customer satisfaction.

This role is responsible for the attainment of key financial objectives such as revenue, margin, budget, expense, product penetration, complaint handling, customer feedback, technical and product support, order management, and inventory management. Reporting to the SVP, North America Sales, this position collaborates with multiples leaders in the business to drive the total value proposition of HuFriedyGroup.

The Director, Customer Care contributes to the sales growth, profitability and reputation of HuFriedyGroup through exceptional service to end-user, schools, government Customers, dealer representatives and HuFriedyGroup sales personnel. The role provides day to day oversight for Schools operations, reporting and analysis. The individual will assure excellent coordination and alignment with internal partners (sales, marketing, education, manufacturing and distribution).

This position is responsible for implementation, communication and management of technical information relating to HuFriedyGroup products; including the evaluation of products associated with Instrument Management Systems (IMS), investigation of product and service problems/complaints, and the training of Customer and technical service representatives on resolution of common problems and promptly answering telephone or written requests for more technical information. The individual is responsible for ensuring regulatory and compliance requirements are met for technical services (e.g. OSHA regulations). Additional programs may include, but are not limited to repair services, recycling and sharpening services.

This individual is responsible for working with Marketing, Engineering, Manufacturing, Quality, Distribution and Sales to implement overall business plans. They are an active participant of the North American Senior Sales Leadership Team.