Customer Experience (CX) Specialist

SiteOne Landscape Supply•Shenandoah, TX

About The Position

The Customer Experience (CX) Specialist will travel locally in his or her area to work with our branches, sellers, managers, and customers in supporting their digital business. What you'll do: Increase online engagement and E-Commerce sales penetration in your respective region through digital evangelism with branch associates, sellers and most importantly, our customers. Use enthusiasm to promote SiteOne.com with our customers by demoing our site and app at customer visits, seller ride-alongs, regional conferences and branch counter days Work with all the branches to make sure we are hitting our customer SLAs (Service Level Agreements) for all online orders. BOPIS, delivery, and parcel. Create and share out periodic reporting (weekly/monthly) and tracking of all digital metrics on both macro and micro levels. Provide feedback to the E-Commerce development team on future site or process enhancements. Drive regional and branch communication surrounding digital metrics and P&L. Facilitate SiteOne.com and Mobile App training with SiteOne associates. Training may include regular communication about updates to site, upcoming releases, and feedback. Implement creative problem solving for both simple and complex issues using resources and intuition to generate immediate results. Overcome adversity from the creative change individuals will experience.

Requirements

Minimum 1-year experience supporting omni-channel initiatives, preferred.
Experience working directly with customers and fellow associates, helping triage issues, and driving sales.
Ability to work independently and as a team in a fast paced and high-volume work environment.
Willingness to travel frequently, both regionally and nationally, for training, customer meetings, and focus groups.
Must be self-motivated and operate with a sense of urgency to meet tasks and deadlines.
Ability to communicate effectively with large groups; receive and provide feedback accordingly.
Must be detail-oriented, highly organized and able to multi-task.
Must be customer service oriented and strive to provide the highest level of customer satisfaction.
Willingness to run trials in region, fostering a test-learn-iterate culture to constantly evolve the SiteOne digital experience.
Enthusiasm for staying on top of emerging trends in technology and E-Commerce to drive changes that improve the SiteOne customer experience.
Proficiency in Microsoft Office, including Word, Excel and PowerPoint

Responsibilities

Increase online engagement and E-Commerce sales penetration in your respective region through digital evangelism with branch associates, sellers and most importantly, our customers.
Use enthusiasm to promote SiteOne.com with our customers by demoing our site and app at customer visits, seller ride-alongs, regional conferences and branch counter days
Work with all the branches to make sure we are hitting our customer SLAs (Service Level Agreements) for all online orders. BOPIS, delivery, and parcel.
Create and share out periodic reporting (weekly/monthly) and tracking of all digital metrics on both macro and micro levels.
Provide feedback to the E-Commerce development team on future site or process enhancements.
Drive regional and branch communication surrounding digital metrics and P&L.
Facilitate SiteOne.com and Mobile App training with SiteOne associates. Training may include regular communication about updates to site, upcoming releases, and feedback.
Implement creative problem solving for both simple and complex issues using resources and intuition to generate immediate results.
Overcome adversity from the creative change individuals will experience.