Job Description

Overview

Employer: Doorland 2000 Inc

Position: Director of Customer Integration

NOC: 10029 - Other business services managers, TEER 0

Employment Duration: 3 years

Terms of Employment: Full-Time, 8.0 hrs/day, 40.0 hrs/week

Work Location: 221 Creditview RD, Woodbridge, Ontario L4H 0V1

Language: English

Benefits:

Dental Insurance and Medical Insurance. May be eligible for discretionary bonuses at year end based on company policy 2 weeks vacation
Salary: $119,475.20/yr ($57.44/hr) - (Based on a 40-hour work week) - Toronto Region

Contact Email: Careers@doorlandgroup.com

Company Website: https://doorlandgroup.com/

For over forty-five (45) years, Doorland has been an industry leader that creates custom wood stile and rail doors, MDF fire-rated doors, and wood mouldings. Since its evolution in 1979, Doorland has grown its operation at an exponential rate. Their spacious 110,000-square-foot facility houses some of the industry's most advanced door and moulding manufacturing equipment. For more information on the company's operations, we refer you to their website at: https://doorlandgroup.com/.

The Role

Doorland requires filling the position of Director of Customer Integration, working out of Woodbridge, Ontario. The Customer Integration team at Doorland is instrumental in driving a streamlined internal process that supports a winning customer experience. Being a part of this team positions each member to play the role of consultant, product/technical expert, project manager, business analyst and customer success professional. The ability to own critical phases of the customer lifecycle and integrate seamlessly the needs of the customer with the focus of internal teams involved in producing and finishing the product is a key element of this role, as is leading the Customer Integration team and bringing together a balanced focus on technical expertise and overall customer success.

Duties

Developing and organizing a strong methodology and policies to support order management by clearly isolating all technical specifications; Supervising a team of Customer Integration Representatives and Coordinators who help drive project oversight related tasks for both residential and commercial projects and customers; Building a resource model and action plan that aligns to the customer segmentation model; Directing and aligning the most appropriate resources to meet our customers' needs; Ensuring the volume of orders is controlled, organized, and distributed across the team appropriately; Overseeing activities to ensure ongoing alignment to timelines and budgets as originally set out with customers and internal teams; Acting as an ultimate escalation point for any customer issues/complaints; Playing a key role in communicating with the customer to ensure specifications captured within the order are aligned with their expectations; Bringing together the manufacturing/production process to directly match with the requirements of the customer; Supporting and representing the Customer Integration team in acting as liaison between Sales and Production; Developing clear policies and procedures to manage roadblocks which may arise; Owning the customer experience from start to beyond finish - continuing the relationship to ensure the Doorland experience remains positive and can be referenced to others; Leveraging a unique opportunity in creating a different pipeline for Doorland by instilling deep customer loyalty beyond the completion of a project; Instilling a project management mindset within the customer integration team that reinforces: Organization and strong attention to detail; Focus on driving deliverables to meet deadlines; Delivering clear communications both internally and externally; and Overall dedication to completing customer orders successfully and with a high degree of quality. Focusing on the overall continuous improvement internally; considering and sharing methods and practices for the organization to run most effectively and supporting new ways to build alignment across teams; Supporting the integration and ongoing adoption of the new ERP system and ensuring all customer integration data and reporting is maintained appropriately; Driving a culture of ongoing feedback, open door communication, transparency, and recognition; Establishing an ongoing cadence and rhythm for ongoing customer progress reviews which may involve employees/leaders from other areas of the business; Fostering the growth of a strong customer integration team by setting clear expectations of each individual, including any opportunities for improvement; Ensuring the work of everyone involved in production is aligned to specifications to support a smooth and efficient manufacturing process; Being a strong Doorland brand ambassador and representative; leveraging opportunities to showcase the personal pride we place in our work with other organizations, especially with our customers.

Experience

5+ years' progressive experience within a related field which should include expertise or exposure to Doors, Door Hardware, or Door Framing; 5+ years' experience supporting sales cycle, participating in customer calls to represent project plans, and converting proposed projects to orders; A bachelor's degree in mechanical engineering, engineering, business, or another field related to the business is required; Experience directly and/or indirectly leading a team and demonstrated success in setting goals, tracking progress, and sharing constructive feedback; Previous project management experience, including collaborating with senior leaders and driving clarity in sharing updates on the progress of your team; DHI certified (Doors & Hardware Institute), certified Doors & Hardware Consultant or Technologist Technical proficiency with MS Office and ERP systems, preparing summaries and status reporting; Demonstrated experience preparing and delivering presentations to customers and internal teams; Exceptional communication skills - both written and verbal; Strong relationship-building skills, both with our clients and across internal teams; and Progressive approach and innovative thinker; embraces opportunities to consider doing things differently to yield a better result.
Job Types: Full-time, Permanent

Pay: $119,475.20 per year

Benefits:

Dental care Extended health care Paid time off
Work Location: In person