Customer Experience Lead
Golden State Foods
full-time
Posted on:
Location Type: Office
Location: Jefferson City • Montana • 🇺🇸 United States
Visit company websiteSalary
💰 $25 - $30 per hour
Job Level
Senior
About the role
- The customer experience team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees.
- This include motivating, recognizing, rewarding, coaching, counseling, training, and problem solving.
- Provides help to management and keeps management updated on team performance.
- Work with the supervisor to ensure success of CX initiative, including but not limited to the 98.7% Service Rate.
- Assist with preparing for the holidays (changing orders, locking down system, spreadsheets, memos).
- Handle high priority accounts, Product Recalls, and Physical Inventory.
- Work closely with Purchasing Dept. on Inventory Management (Aged Inventory/Slow Moving Items).
- Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible.
- Observe performance of team members to identify their strengths/weaknesses and help strengthen their loose ends.
- Create, develop, and update department processes and procedures.
- Manage Customer Complaints, New Program-Testing, Launch New Accounts, Assign Department Coverage.
- Attend Food Shows, Farmers Markets, help host Customer Tours and Customer Trainings.
- Lead team meetings with effective communication for meeting objectives, goals, and timelines.
- Identifies problems, develops resourceful solutions, and makes recommendations for corrective action.
Requirements
- High School Diploma or equivalent required.
- Prior experience as a receptionist or in a customer-facing role is preferred.
- Must work very closely with Customer Experience Supervisor.
- Excellent verbal and written communication skills.
- Extensive knowledge of Customer Experience procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor customer experience representatives.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
motivatingcoachingcounselingproblem solvingcommunicationattention to detailmentoringorganizational skillscustomer serviceconflict resolution
Certifications
High School Diploma