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.ResponsibilitiesOversee the hiring, orienting, and training of an organization's customer experience teamIn 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 consumersDocument 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 skillsSupervise 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 operationsLeverage 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 FocusedSUPERVISOR COMPETENCIES: Building Team Culture, Making Sound Decisions, Leading Change, Business Mindset, Planning & Organizing, Driving Results, Relationship Management, Communicating Effectively, Developing and Training Others, Negotiating ConflictEDUCATION AND WORK EXPERIENCE: Bachelor's degree in Business or Marketing OR Six years of customer service experience in a manufacturing environment.

Created: 2025-01-12