Customer Experience Supervisor
CESCO
full-time
Posted on:
Location Type: Hybrid
Location: Madison • Wisconsin • United States
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About the role
- Drive the standardization and optimization of processes that drive the Customer Experience with the Inside Sales team
- Oversee three critical workstreams: customer value & optimization, customer experience representatives development, training & optimization, and CX operations improvement
- Remove barriers, escalate issues, and provide resources needed to build and empower an effective team
- Ensure the team meets critical milestones, divisional commitments, and financial goals and timelines
- Execute Crescent Electric’s strategy to optimizing the Customer Experience and Service framework
- Lead the optimal team support structure and talent to support the design, changes and deployment
- Collect and provide analysis to ensure service optimization
- Drive business forward through continued leadership and insights
- Drive performance, development and growth of the Customer Experience Team
- Directly supervise a team of approximately 10 Customer Experience Representatives
- Responsible for employee development and training in collaboration with Area Customer Experience Manager and corporate Training department
- Drive field level profitability through various methods in conjunction with corporate Pricing Team and field level analysts
- Be the point of contact for communicating any field feedback to corporate Supply Chain and Pricing teams
Requirements
- Bachelor's degree from four-year college or university
- Minimum of five years of experience and/or training; or equivalent combination of education and experience
- Valid driver’s license
- Strong team player who operates with high levels of integrity, trust and respect for the individual
- Must take an authentic approach to collaboration leading to a collective success across the broader end-to-end organization
- In-depth knowledge of all facets of a distributorship
- Experience in training and developing employees
- Strong analytical and problem-solving skills
Benefits
- Eligibility for health, and dental, vision coverage
- 401(k) plan
- Flexible spending accounts
- Company-paid benefits such as life insurance
- Short-term disability
- Long-term care
- Employee Assistance Program
- Excused Absence time off
- Paid Time Off (PTO)
- Company-paid holidays
- Supplemental life insurance
- Hospital indemnity
- Accident and critical illness benefits with cancer coverage
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experience optimizationemployee developmenttrainingprocess standardizationperformance analysisservice framework designprofitability analysisteam supervisionissue escalationresource allocation
Soft Skills
leadershipcollaborationintegritytrustrespectanalytical skillsproblem-solvingteam playercommunicationdevelopment
Certifications
Bachelor's degreevalid driver's license