Join Ecolab as a Director, Regional Customer Service and lead multiple customer service functions within a region or site providing senior operational leadership. In this role, you will be responsible for best-in-class performance achieving agreed upon SLA's, goals, and policies for each team while ensuring effective and efficient business processes across the area of responsibility and to optimize potential points of leverage. You will be engaged with the businesses acting as a strategic business partner enabling growth opportunities and synergies. Additionally, you will be responsible for meeting financial targets, leading and managing the staffing systems, cost and procedures required to accomplish the primary customer care function. This is a highly cross functional role that supports alignment and standardization across North America Customer Service on performance metrics, technology, and business continuity planning, all while promoting employee engagement to drive customer effectiveness. What's in it For You The opportunity to take on some of the world's most meaningful challenges, helping customers achieve clean water, safe food, and healthy environments The ability to make an impact and shape your career with a company that is passionate about growth The support of an organization that believes it is vital to include and engage diverse people, perspectives and ideas to achieve our best What You Will Do Talent Development Recognizing the unique and diverse characteristics and capabilities of everyone on the team and actively working to build upon individual strengths. Performs annual performance and talent development activities with all direct reports and achieves year-on-year progress on employee development. Develops direct reports that are expandable and promotable. Leverages talent to meet functional growth goals. Engages in recognition efforts that are sought for use by other functions. Leadership Applies technical, customer, and business knowledge to influence the strategic direction of the functions. Responsible for short-term strategy specific to own functions, providing input to the long-term strategy of broader functions. Is a role model for the organization in leadership and business practices, and strengthens and promotes the Ecolab culture. Engages the entire function in seeking out new opportunities. Manage risk-taking and change leadership to achieve large-scale results. Innovation Consistently seeks opportunities to streamline own functions and improve collaboration with other functions. Develops innovative or original ideas and leads/co-leads complex cross-functional projects. Actively seeks industry-wide best practices and evaluates potential benefits. Strives for continuous improvement of the Order to Cash processes. Relationships Is recognized by Business, Regional Leaders, and subordinates as a trusted and respected functional Leader and sets the standard among peers for working effectively across divisional and functional boundaries. Fosters a climate that supports relationship building at all levels throughout the organization. Promotes Global Shared Services and Customer Service Addresses and resolves issues raised by internal and external customers. Delivering Results Delivers upon a great customer experience by exceeding performance goals. Owns Regional Customer Service strategy and operational results. Meets agreed-upon service levels, effectiveness, and efficiency measures. Manages operating expenses within the budget, accurately forecasts expense and headcount outlook monthly, and supports the annual budget plan process. Leverages process and technology to improve performance and deliver better year-on-year results with lower costs. Position Details:Located in either Eagan, MN or Naperville, IL (hybrid) Minimum Qualifications Bachelor's degree Minimum 10 years of proven performance and growth in a customer service, sales, marketing, and/or supply chain role Minimum 5 years of experience in a management and/or leadership capacity Previous experience managing a multi-million-dollar budget. Preferred Qualifications MBA Six Sigma certification Minimum 5 years of Customer Service Operations management experience in a high-volume and technically advanced call center Experienced with Call Center Technology, processes, and protocols. Effective at public speaking and delivering presentations. Strong leadership, project management, and analytical skills Ability to work collaboratively and cross-functionally in a fast-paced environment. Ability to manage, assess, and develop a large staff in a deadline-intensive environment. Ability to multitask and work well under pressure Knowledge of Ecolab's policies and procedures Annual or Hourly Compensation Range The base salary range for this position is $136,600.00 - $204,800.00. This position is eligible for annual bonus and long-term incentives based on performance, per plan terms. Many factors are taken into consideration when determining compensation, such as experience, education, training, geography, etc. We comply with all minimum wage and overtime laws. Benefits Ecolab strives to provide comprehensive and market-competitive benefits to meet the needs of our associates and their families.Click here to see our benefits. If you are viewing this posting on a site other than our Ecolab Career website, view our benefits at jobs.ecolab.com/working-here. Potential Customer Requirements Notice To meet customer requirements and comply with local or state regulations, applicants for certain customer-facing roles may need to: - Undergo additional background screens and/or drug/alcohol testing for customer credentialing. - Be fully vaccinated for COVID-19, including a booster if eligible, unless a religious or medical accommodation is requested by the applicant and approved by Ecolab. Americans with Disabilities Act (ADA) Ecolab will provide reasonable accommodation (such as a qualified sign language interpreter or other personal assistance) with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please visit the Recruiting Support link in the footer of each page of our career website. Our Commitment to Diversity and Inclusion At Ecolab, we believe the best teams are diverse and inclusive, and we are on a journey to create a workplace where every associate can grow and achieve their best. We are committed to fair and equal treatment of associates and applicants. We recruit, hire, promote, transfer and provide opportunities for advancement on the basis of individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran. In addition, we are committed to furthering the principles of Equal Employment Opportunity (EEO) through Affirmative Action (AA). Our goal is to fully utilize minority, female, disabled and covered veteran individuals at all levels of the workforce. Ecolab is a place where you can grow your career, own your future and impact what matters. We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.
