Customer Experience Professional Lead - MH

Purpose

The Customer Experience Team Lead oversees a work environment dedicated to sales order and customer support, ensuring the execution of company objectives and the optimization of current resources. This role is responsible for the oversight of daily transactions, system requirements, process alignment and adherence, as well as troubleshooting issues as they arise. Additionally, the Team Lead manages first-point escalations, develops best practices, monitors individual Customer Experience Professional KPIs, and facilitates ongoing training and onboarding for new team members. The objective of this role is to foster a culture of continuous improvement within M. Holland’s business-to-business order fulfillment process.

Areas of Responsibility / Tasks

• The Customer Experience Team Lead will be responsible for all existing Customer Experience Professional duties as well as the following responsibilities:
• Maintains a CXP desk supporting Customer Accounts/Assigned Sales Rep
• Coordinates order flow across multiple departments within M. Holland
• Pull KPI’s for Daily Management meeting and support as needed.
• Oversee and assist with Sales Order status changes, approvals, and overrides.
• First point of escalation for urgent situations and trouble shooting.
• Escalate urgent issues to Supervisors or Management as needed.
• Coordinate team coverage for planned and unplanned time off.
• Maintain and distribute Customer Experience documentation on behalf of the Management Team.
• Perform other duties as assigned.

• Monitor Quality of Work
• Provide daily team oversight, including monitoring, coaching, and organizing workload.
• Review and follow up on Internal Error Reports, including invoicing reports.
• Prepare and present reports on order entry trends and proactive order management.
• Weekly review of error trends (RMA’s) to identify patterns and areas for improvement.
• Engage with team members, providing constructive feedback, documentation and support to help them improve their performance.
• Report non-conformance to Management to determine next steps

• Continuous Improvement
• Simplifies work processes focused on elimination of non-value added work.
• Assists team with Key performance indicators (KPI’s) to maximize productivity in support of an effortless customer experience.
• Shadow and have a comprehensive understanding of other departments’ work flows.
• Regularly reviewing and updating SOPs to ensure they reflect the latest best practices and industry standards.
• Encouraging better communication between customer experience and other departments (sales, marketing, products, purchasing, etc.) to ensure the team has the resources, information, and support they need.
• Regularly reviewing customer interactions to ensure high-quality standards are being met. Identifying common pain points and working with the team to address them.
• Identify and address department concerns.
  

All Other Duties As Assigned

Supervisory Responsibilities

• Not Applicable
  
  

Competencies; Knowledge, Skills, Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture.

• Effectively maintains discretion and confidentiality.
• Excellent communication skills, both written and verbal.
• Must be detailed oriented with strong analytical skills and exceptional problem-solving abilities.
• Ability to maintain high level of organization and prioritization.
• Above average skills in Ravago Tools, as well as all Microsoft Office programs with the aptitude to quickly learn and understand additional applications.
• Understand additional in-house applications (RavApps suite of tools, including Tableau).
• Demonstrated previous experience for coaching, motivating, encouraging and interacting with individuals.
• Innate sense of urgency that provides proactive and consistent work.
• Willingness to adapt in an evolving environment.
  
  

Minimum Qualifications/ Education / Experience / Certifications

• Education:
• Bachelor’s degree preferred, or a minimum of two years leadership experience involving de-escalation, coaching and development, data analysis, and process improvement.
• Experience:
• Preferred – Demonstrated ability to collaborate effectively within a team, foster strong working relationships, and maintain a professional, positive attitude.
• Preferred – Prior experience in a lead or supervisory role..
• Preferred – Experience extracting and analyzing data, and using insights to coach and guide performance.

• Licenses / Certifications:
• Valid driver’s license – required

• Language:
• Proficiency in English required
  

Work Environment / Conditions

The work environment/conditions described herein are representative of those that an incumbent may experience, and therefore

• Must be adaptable to work in a shared space, with constant noise, with/or without the use of a private office.
• Please note whether this position is a hybrid in-office and/or work-from-home role
• X
  
  

Physical Requirements / Demands

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.

• While performing the duties of this job, the incumbent is regularly required to communicate verbally, read, and comprehend information, type on a consistent and daily basis.
• Push, pull, and lift to 40lbs on a weekly basis.
• While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation which require sitting, waiting, and standing for long and short periods of time.
• Ability to setup desk equipment including setting up equipment on top of desks and connecting cables and power cords under desk (requiring lifting, bending, pushing, pulling).
  
  

Compensation: $31.25 - $36.00/Hour

Acknowledgement

This job description is not an exhaustive list of areas of responsibility or tasks that an incumbent in this position may be asked to perform. All Employees are required to deliver the desired results intended for their role, at the designated level of knowledge, skill, and ability commensurate with their job title and level within the organization.

Notice To Applicants

Ravago Americas is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, religion, national origin, disability, veteran status, citizenship status, or marital status. We assure you that your opportunity for employment with this employer depends solely upon your qualifications.