Customer Experience Lead

GSFoods•Ontario, CA

15h

About The Position

The customer experience team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees. This include motivating, recognizing, rewarding, coaching, counseling, training, and problem solving. Provides help to management and keeps management updated on team performance.

Requirements

Leadership skills
Must work very closely with Customer Experience Supervisor.
Excellent verbal and written communication skills.
Extensive knowledge of Customer Experience procedures and principles.
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Ability to coach and mentor customer experience representatives.
High School Diploma or equivalent required.

Nice To Haves

Prior experience as a receptionist or in a customer-facing role is preferred.

Responsibilities

Work with the supervisor to ensure success of CX initiative, including but not limited to the 98.7% Service Rate.
Assist with preparing for the holidays (changing orders, locking down system, spreadsheets, memo’s)
Support supervisor with training or support for KPI.
Handle high priority accounts, Product Recalls, and Physical Inventory.
Work closely with Purchasing Dept. on Inventory Management (Aged Inventory/Slow Moving Items)
Team Guidance/Support- Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible. Observe performance of team members to identify their strengths/weaknesses and help strengthen their loose ends.
Team Trainings/New Employee Training
Create, develop, and update department processes and procedures.
Reviewing/Clearing daily Reports (open order, CRM’s, short ship, negative commodity, etc.)
Manage Customer Complaints, New Program-Testing, Launch New Accounts, Assign Department Coverage.
Customer Events- Attend Food Shows, Farmers Markets, help host Customer Tours and Customer Trainings.
Lead team meetings with effective communication for meeting objectives, goals, and timelines.
Identifies problems, develops resourceful solutions, and makes recommendations for corrective action.
Effective communication and collaboration with all departments and levels of management.
Accurately analyzes and prioritizes responsibilities with efficiency, professionalism, and excellent time-management skills.
Exceptional attendance and punctuality
Various other Department functions