Customer Experience Lead

Gemini, Inc. • Cannon Falls, MN

1d • $26 - $33 • Onsite

About The Position

Gemini is looking for an eager Customer Experience Lead to join the team at our location in Cannon Falls, MN! The CX Lead serves as a senior technical and leadership resource for the Customer Experience team, helping team members navigate complex customer needs, strengthening product and process knowledge, and supporting consistent execution across the department. In this role, you will balance your own customer responsibilities with coaching, training, problem solving, process improvement, and cross-functional collaboration. You will work closely with the CX Supervisor and partner with Sales, Production, Layout, and other teams to resolve complex issues and improve the overall customer experience. Come be a part of a positive, people-first culture that is focused on leveraging each team members’ strengths to help bring our customers’ unique signage products to life!

Requirements

• Proven ability to provide guidance and coaching to team members.
• Advanced technical knowledge across multiple product lines.
• Proficient and professional in interpersonal, written and verbal communication skills related to problem resolution, process improvement, and instruction.
• Ability to balance individual workload with coaching/team responsibilities.
• Partners with supervision to address team member issues, provide coaching, and support performance management.
• Displays a high aptitude for change and is a positive influence on team dynamics
• Manages team escalations internally and externally to achieve positive resolution.
• Bachelor’s degree in economics, marketing, business, or a related field.
• 3 – 5 years of sales or customer service experience, including experience as a leader or informal leader/mentor.

Responsibilities

• Individually manages, guides and supports team members through workflows and complex customer requests using expansive product, process and sales knowledge.
• Conducts and coordinates on-the-floor training for customer experience team members to support onboarding and ongoing education.
• Measures, reports and evaluates team metrics such as KPI’s and workload.
• Observes, reviews, and analyzes processes to identify inefficiencies and areas where improvements could be made
• Act as communication bridge across sales, production, layout, and leadership.
• Represents the team in internal communications such as huddles, feedback loops, and reviews.
• Partners with internal stakeholders to provide advanced product and customer support.
• Participates in quality investigations and process improvements.
• Travels occasionally as requested to support key customer experiences such as trade shows, customer visits, or plant tours.
• Assists leaders with departmental goals, escalations, and projects.
• Completes other duties and projects as assigned

Benefits

• $0 Health Insurance Premium for Employee-Only Coverage (Plus low-cost premiums for other coverage levels!)
• 4% Retirement Match with Profit Sharing
• Generous Paid Time Off (Vacation, Holiday, Parental, Volunteer, and Sick)
• Dental, Vision, Disability and Life Insurance
• Get Paid Weekly
• Use of Company Owned Resort in Hayward, WI
• Tuition Reimbursement Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level