at Integra Technologies in Wichita, Kansas, United States
Job Description
POSITION SUMMARY
Lead, direct, plan and implement policies for the Sales and Customer Relationship Management (CRM) Departments at the Integra Wichita, Kansas location. Work cross-functionally with Configuration Management, Production Control, Operations, and Engineering. Administer and innovate programs and policies in support of the overall business plan and the strategic direction of the organization in support of its goals; ensuring development, continuous improvement and delivery of stellar sales, program management and customer service. Oversee the quality and effectiveness of assigned areas by providing vision and strategic leadership, evaluating performance of team members, allocating resources, participating in strategic management of the organization and promoting a quality customer service environment.
KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS INCLUDE
- Develop and execute marketing, sales, business development plans, and programs, both short and long-term, to ensure profitability growth and expansion of company services.
- Ensure the sales plan exhibits year-over-year growth.
- Cultivate strategy and implementation to develop new customers focused on Low-Volume High-Mix (LVHM) semiconductor manufacturing services (military, aerospace, space, medical, and low volume semi/auto/commercial/foundry/OSAT type customers).
- Examine performance requirements, delivery schedules, and resource costs to ensure completeness and accuracy of sales bids/quotes.
- Advise other departments of contractual rights and obligations. Confer with Engineering and Operations to ensure proper implantation of service contracts.
- Establish, monitor, and communicate marketing and sales goals to ensure share of market and profitability of services.
- Strategically lead and develop teams to enhance performance by setting clear accountable performance measures, implementing and maintaining best practices, driving service levels and supporting team members.
- Maintain knowledge of industry trends and ensure consistent administration of policies, procedures, and programs, while aligning with organizational goals and remaining in compliance with professional standards.
- Develop and maintain the CRM Department as the first point of contact for all customers with questions, issues, or concerns on all booked orders. Require the CRM team establish and maintain a solid positive working relationship with all customers.
- Develop and maintain the CRM Team as the major driver of Integra being a customer focused organization. Ensure that the team drives all other departments to meet and exceed Service Level Agreement (SLA) documents.
- Develop and maintain cross-training for CRM and Program Management and ensure that there is no single point of failure.
- Develop and maintain a continual improvement mindset in both CRM and Program Management.
- Drive and maintain a culture of accountability at all levels of the company, in particular CRM and Program Management team members as well as peers on the Executive Staff Team.
- Define data reporting requirements that measure key internal metrics that directly correlate to quoting, conversion, scheduling, on time delivery and customer satisfaction. Promote and implement initiatives in support of industry leading benchmarks for measuring exceptional customer service and customer retention factors.
- Develop short-term and long-term objectives, goals and strategies that raise and maintain customer service factors, customer retention and customer revenue.
- Drive the optimal use of provided tools and technologies for value-added data collection.
- Prepare improvement plans in response to customer dissatisfaction and/or Integra missing Corporate goals. Proactively address issues and concerns ensuring that root cause analysis is effectively and consistently utilized.
- Oversee various activities to include customer meetings, escalations, and related customer relationship management activities.
- Ensure continuous improvement of the efficiency and effectiveness of each team by assessing processes and procedures, as well as team members.
- Hire and supervise direct reports, providing guidance on day-to-day tasks, training, time management, employee evaluations and performance management. Ensure that direct reports adhere to policies, procedures roles and regulations.
- Flexibility to perform other duties as assigned.
