Director of Customer Experience

Why work at Saxco?

We are a dynamic, inclusive, and fun team with a passion for excellence in the packaging industry. We have a supportive and collaborative environment where your ideas and creativity are valued, and innovation and continuous improvement. You will be empowered and encouraged to achieve your full potential. The company also values well-being of our team members, embracing flexibility to accommodate personal needs and maintain a healthy lifestyle. At Saxco, community matters because it unites us, gives us purpose and provides an opportunity to drive change. Through involvement and contribution, we are committed to supporting, serving, strengthening, and sustaining the communities where we live and work.

Come join this exceptional team and build a meaningful and rewarding career!

Additional information about Saxco International, LLC can be found at

Location: Fairfield, CA or Franklin, TN

Reporting Relationship: Reports to SVP of Sales & Customer Experience

Management Relationship: Manges Customer Service Managers and Service Representatives nationally.

About the Role

Saxco partners with some of the most respected brands in North America, delivering packaging solutions that enhance both brand and bottom line. We work cross-functionally across Sales, Operations, Planning, Purchasing, and Transportation to deliver on time high-quality, and high-impact outcomes for our customers.

As the Director of Customer Experience , you will be responsible for overseeing the entire customer journey, improving satisfaction, loyalty and business performance and drive cross-functional collaboration. The Director of Customer Experience is a high-level strategic role focused on ensuring every customer interaction is positive and aligned with the companys goals. The position requires a combination of leadership, analytical, and communication skills, along with experience in management and an understanding of customer behavior and journey mapping.

Success in this role will be measured by:

• Team Leadership & Development: Building a high-performing Service team through clear direction, coaching, and fostering collaboration.
• Customer Satisfaction: Maintaining strong relationships with customers and internal stakeholders by eliminating roadblocks and delivering exceptional service.
• Process Optimization: Driving continuous improvement in customer service processes through KPI measurement, training programs, and cross functional collaboration.
• Cross-Functional Collaboration: Partnering effectively with Sales, Purchasing, Operations, and Transportation to meet business objectives.
• Problem-Solving: Proactively identifying challenges and implementing creative solutions to keep improvement across the department and for the customer experience.
• Sales Enablement: Continuing to find ways to enhance project management capabilities within Service organization to enable sales to have bandwidth for more business development.

Core Responsibilities:

• Develop and implement customer experience strategies to enhance satisfaction and loyalty, while addressing pain points and optimizing processes across the organization.
• Train, develop and manage national customer service team, enabling them with skills to deliver exceptional customer service.

• Lead cross-functional teams including sales, operations, purchasing, and service to ensure a cohesive and seamless customer journey.
• Analyze customer feedback and data from surveys and cases to identify areas of improvement and develop strategic initiatives.
• Resolve complex customer issues and complaints, ensuring solutions are customer-focused and contribute to overall satisfaction.
• Communicate with key stakeholders and executive leadership about customer experience metrics, key initiative progress, and insights from customer data.
• Lead efforts to improve order processing components for Microsoft Dynamics AX ERP System.
• Develop and implement appropriate KPIs to ensure on-time delivery and customer satisfaction are met.

Required Qualifications:

• Bachelors degree required
• Minimum of 10 years of related management experience.
• Experience with call-center management and technology.
• Customer service management experience within the manufacturing or distribution space is preferred.
• Analytical skills to assess data, identify trends, and make informed decisions.
• Strong understanding of customer experience principles, including journey mapping, customer insights, and loyalty strategies.
• Experience with building, developing, and managing high performing teams.
• Ability to manage multiple priorities, timelines, and stakeholders
• High attention to detail, follow-through, and commitment to operational excellence
• Strong critical thinking skills and adaptability to changing priorities
• Excellent written and verbal communication, and presentation skills.
• Previous working knowledge of Microsoft Dynamics AX ERP preferred.

Our employee partners enjoy:

• Competitive Pay and Sales Incentives
• 401(k)/Profit Sharing
• Medical, Dental and Vision Insurance Package
• Disability and Life Insurance Package
• Paid Time Off and Holidays

Compensation details: 140000-150000 Yearly Salary

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