Purpose
The purpose of the Customer Experience Team Lead is focused on executing and maintaining a high performance and customer focused work environment that is dedicated to sales support, execution of company objectives, and optimization of current resources. The objective of the position is to maintain a culture of continuous improvement within M. Holland's business-to-business order fulfillment process. The Customer Experience Team Lead is the point person for process adherence and escalations, transactional guidance, implementation of best practices, and facilitates ongoing training and onboarding for new team members.
Areas of Responsibility / Tasks
The Customer Experience Team Lead will be responsible for all existing Customer Experience Professional duties (assigned outside as well as the following responsibilities :
Daily Support :
- 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.
- Maintains a CXP desk supporting Customer Accounts / Assigned Sales Rep
- Coordinates order flow across multiple departments within M. Holland
- 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 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.Training and Development
Train and onboard new Customer Experience Professionals and provide ongoing training to existing team members.Identify and address department concerns.Regularly reviewing customer interactions to ensure high-quality standards are being met. Identifying common pain points and working with the team to address them.Gather team feedback on training needs, inconsistencies, and process improvements.Maintain a training document library for traceability and future curriculum development.Encouraging better communication between customer service and other departments (sales, marketing, product, etc.) to ensure the team has the resources, information, and support they need.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.All other duties as assignedMinimum Qualifications / Education / Experience / Certifications
Minimum of 1 year of experience within any Ravago America's Channel, direct experience within the Customer Experience function preferred.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.Proven ability to work well within a team and promote strong working relationships meanwhile maintaining professional attitude and a positive outlook.Innate sense of urgency that provides proactive and consistent work.Willingness to adapt in an evolving environment.Bachelor's Degree or equivalent work experience required.Work Environment / Conditions
The work environment / conditions described herein are representative of those that an incumbent may experience, and therefore
Must be comfortable working in a shared space, with constant noise, with / or without the use of a private office.Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.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.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).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.
Annual base salary / hourly rate :
$ 65,000-75,000 (DOE) + BonusBenefits :
Health,Dental, Vision & Life InsurancePaid Time Off (PTO)401(k) Matching ProgramWellness PerksTuition ReimbursementNOTICE 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.
