Transcat, Inc.

The Director of Customer Experience is responsible for designing, leading, and optimizing all aspects of the customer journey. This includes overseeing Customer Service Representatives, service scheduling, and third-party managed services to ensure a high-quality experience for customers. | Candidates must have a bachelor's degree in a related field and at least 8 years of experience in customer service or operations, with 3 years in a leadership role. Proven skills in KPI development, data analysis, and a customer-first mindset are essential. | Overview Who we are— Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond. With over 1,000 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities. We fulfill this promise through our employees, who live Our Values every day, the Transcat Way. Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve. Are you ready to join a company where the work you do makes a difference, and where you can grow in your career? Here’s what Transcat has to offer— Work that matters A values-based culture where people care about each other and the work they do together Flexibility Training and development to accelerate learning and career advancement Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE! Pay range is $100,000 - $130,000 Position Summary To drive our growth strategy and to ensure we are laser focused on our customers, Transcat has created a new role dedicated to enhancing our customer experience and ensuring customer intimacy. The Director of Customer Experience is passionate about elevating the experience our customers have working with us and is responsible for designing, leading, and optimizing all aspects of the customer journey, with direct oversight of Customer Service Representatives (CSRs), onsite service scheduling, the recalibration process, and third-party managed services (TMS) partnerships. This role ensures seamless service delivery, operational efficiency, and a consistent, high-quality experience for customers across all touchpoints. Using data-driven insights to continuously improve the customer experience, the Director will work cross-functionally with sales, operations, marketing, human resources, data management, and leadership to build a scalable customer-centric culture that drives business growth through improved customer satisfaction, loyalty, and retention. The Director must have exceptional communication skills and be highly persuasive and adept at convincing others to pursue a customer-first course of action. The Director of Customer Experience will model the Company’s values to influence others to perform in an aligned manner and will be committed to improving employees’ performance and supporting their career progression. Responsibilities Strategy Development Create and implement customer service strategies, policies, and processes to achieve business objectives and improve the customer experience Performance Analysis Monitor and analyze customer satisfaction data and key performance indicators (KPIs) to identify trends, pinpoint areas for improvement, and drive actionable solutions Partner with Regional Sales team management for alignment on the understanding of our customers’ experiences and needs Partner with the Data Management team to develop, track, and roll out meaningful KPIs for CSRs, onsite scheduling, recalibration, onsite retention, and TMS services Ensure KPI dashboards and reports provide actionable insights to drive decision-making and performance improvements Report on performance trends, root cause analysis, and improvement actions to senior leadership Leadership and Team Management Lead, coach, and develop, a high-performing Customer Service team (each member of which reports to the lab manager across 30+ labs) to deliver exceptional service and enhance customer intimacy; set performance standards and foster employee engagement to exceed performance targets Lead and manage the Administrative Support Team to ensure uniformity in practice and performance Establish clear ownership and accountability for onsite scheduling, recalibration workflows, and TMS partner management Foster a customer-first culture built on responsiveness, empathy, and problem resolution Model the Company’s values to influence others to perform in an aligned manner Complete and deliver accurate, thorough, and prescriptive employee performance reviews on the required timeline Customer Service and Advocacy Serve as the voice of the customer, bringing customer feedback and concerns to internal departments to influence product development and service improvements Put in place customer-facing actions that meet the highest customer service best practices and standards Provide call listening feedback for improvement or upsell opportunities Oversee customer scheduling to ensure optimal resource allocation and timely service delivery Monitor customer retention to drive repeat service engagement, address at-risk accounts, and enhance long-term customer relationships Own the service notification process, ensuring compliance with quality standards, turnaround time goals, and best practices Partner with Regional Service Managers to address service delivery challenges in the field Work cross-functionally to meet customer needs and resolve customer issues effectively, creating and managing efficient and scalable processes Qualifications Required Knowledge, Skills, and Abilities Proven leadership and people management skills, with the ability to inspire, develop, and motivate a large team across 30+ locations without direct reporting lines Skilled in KPI development, tracking, and data analysis Strong ability to quickly, creatively, proactively, and effectively use data and sound judgment to devise solutions to complex customer issues and business opportunities and challenges Customer-first mindset with proven ability to enhance the customer journey Strategic thinking and visioning Passion for exceeding expectations Exceptional oral and written communication and stakeholder management skills Education and Experience Bachelor’s degree in Business Administration, Operations, or a related field (Master’s degree preferred) 8+ years of experience in customer service, operations, or service delivery management, with at least 3 years in a leadership role Proven track record in process ownership, operational optimization and scalability, and managing cross-functional initiatives Demonstrated ability to own and optimize customer service processes, including scheduling, call responsiveness, and third-party service management Experience partnering cross-functionally with sales, operations, marketing, human resources, and data teams to drive customer satisfaction and performance excellence Proficiency with CRM systems, scheduling tools, and customer service platforms Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and talk or hear. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate. Equal Opportunity and Non-Discrimination Transcat is an equal-opportunity employer and prohibits discrimination based on any protected status. As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law. We will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety. Contingencies All offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.

Primarily responsible for processing product and calibration quotes and orders while resolving customer inquiries. Additional responsibilities include answering customer inquiries via telephone. | An Associate's Degree is required, with a Bachelor's preferred, along with 2+ years of related experience. Candidates must be organized, detail-oriented, and proficient in Microsoft Office applications. | Overview Who we are— Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond. With over 1,000 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities. We fulfill this promise through our employees, who live Our Values every day, the Transcat Way. Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve. Are you ready to join a company where the work you do makes a difference, and where you can grow in your career? Here’s what Transcat has to offer— Work that matters. A values-based culture where people care about each other and the work they do together. Flexibility Training and development to accelerate learning and career advancement. Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE! Hourly rate ranges between $18-$21.40/hr. This is a part time opportunity. Primarily responsible for using our business systems to resolve customer inquiries accurately and efficiently by processing product and calibration quotes and orders. Additional responsibilities may include answering and responding to customer inquiries relating to products and calibration services via the telephone. Responsibilities Follow proper order entry procedures for quotes and orders. Demonstrate basic proficiency in satisfying customer needs while ensuring adherence to company business and operational/transactional guidelines. Become knowledgeable on our products and services while demonstrating a consistent effort to increase job skills in technical proficiency. Ability to work with electronic Excel and Word documents, basic knowledge of formulas, discounting, charts, cut and paste functions. Assist internal and external customers by incorporating Standards of Sales & Service Excellence when processing calibration and product quotes and orders. Ability to analyze and determine any changes or enhancement opportunities to current processes, procedures, and customer approaches. Performs other duties as assigned. Qualifications Associates Degree required; Bachelor’s preferred- equivalent combination of educations, training, and experience may be considered. 2+ yrs. related experience (customer service, data entry, and/or telephone sales preferred) Must be well organized with excellent attention to detail and accuracy. Ability to multi-task and pivot is a must in this fast-paced environment. Excellent verbal and written communication skills Candidate must be computer literate and proficient in using a hardware, peripherals, and standard computer software programs. Proficient in Microsoft Office– Outlook, Excel, Word, and Acrobat Adobe Must have excellent follow-up skills. Must have ability to learn and apply pricing strategies to win quotes. Effective and Positive Communication Problem Solving and Resourcefulness APLUS and Salesforce experience is a plus. Quality, Accuracy and Productivity Education and/or Experience: Associates Degree required; Bachelor’s preferred. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sit for extended periods of time and maintain concentration for prolonged periods of work. Use a computer for extended periods to type, operate a mouse, and perform other tasks. Communicate effectively, both verbally and in writing, with colleagues, clients, and vendors. Stand, walk, and move around the office as necessary to meet job requirements and attend meetings. Lift and move objects or equipment weighing up to 25 pounds on an occasional basis. Attend off-site events or meetings, which may require travel on an occasional basis. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Equal Opportunity and Non-Discrimination Transcat is an equal-opportunity employer and prohibits discrimination based on any protected status. As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law. We will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety. Contingencies All offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.