Customer Experience Representative

Purpose: Customer Experience Supervisor generally organize, plan, and monitor a company’s service center team to ensure optimized interaction between a company and customers.

Position Summary: The Customer Experience Supervisor is responsible for managing, training, and supervising the service center team with the goal of providing a high level of customer satisfaction. This role will lead the strategies, policies, and programs within this department necessary for continuous process improvement.

Responsibilities

• Oversee the hiring, orienting, and training of an organization’s customer experience team

• In partnership with HR, execute programs which foster a talent development process to attract, develop, retain and advance a cross functional, diverse pool of service center team members to support succession planning and strategic business goals of the organization.

• Define and implement standards/procedures for ensuring optimal customer experience. This includes the development and monitoring contact center metrics and KPI’s for all business partners and consumers

• Document all policies and procedures and maintain a monthly training cadence within the service center team. This includes organizing training programs for inside sales representatives in order to update their job knowledge and enhance their skills

• Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company. Champion the implementation of new or changing methods for service center team.

• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations

• Leverage existing diagnostic tools such as customer surveys, performance reviews, and other metrics, to develop innovative methodologies for the support of company contact center goals.

• Responsible for insuring compliance with all federal, state and local laws, including SOX.

• In cooperation with Germany, establishes and develops SAP key user best practices for all distribution channels to include pricing accuracy, order entry, sales programs, promotions, and customer service-related functions within the system.

• Manage the administration of warranties, internal communication, social media, and call escalation policies and procedures within defined processing times.

• Performs other related duties as assigned.

HANSGROHE CORE COMPETENCIES: Global Diversity*, Continuous Improvement, Safety, Customer Focus, Integrity*, Execution Focused

SUPERVISOR COMPETENCIES: Building Team Culture, Making Sound Decisions, Leading Change, Business Mindset, Planning & Organizing, Driving Results, Relationship Management, Communicating Effectively, Developing and Training Others, Negotiating Conflict

EDUCATION AND WORK EXPERIENCE:

• Bachelor’s degree in Business or Marketing OR Six years of customer service experience in a manufacturing environment.