Customer Experience Specialist - Bensalem, PA
About The Position
This role is responsible for leading the customer experience strategy across all channels and locations, ensuring a consistent, high-quality experience throughout the customer journey. The specialist will manage the customer feedback and survey program, analyze insights, and drive improvement initiatives. They will also establish and monitor customer communication standards, improve customer processes by identifying and removing friction, and standardize and scale customer-facing processes while driving adoption of digital platforms. Additionally, the role involves supporting customer events, trade shows, and facility visits to enhance the overall customer experience.
Requirements
- 7–12+ years in customer experience, operations, or digital transformation roles
- Strong communication, relationship-building, and collaboration skills, with the ability to influence outcomes, facilitate discussions, resolve issues, and effectively engage customers and cross-functional stakeholders.
- Highly organized and analytical professional with strong problem-solving abilities, capable of managing multiple priorities, adapting to change, leveraging technology and data, and driving continuous improvement while maintaining professionalism and integrity.
- Experience leading cross-functional process improvements in branch-based, field service, or customer-focused environments.
- Proficiency with CRM/ERP systems (Dynamics preferred), customer feedback programs, and data reporting tools such as Power BI to drive insights and business decisions.
Responsibilities
- Lead the customer experience strategy across all channels and locations, ensuring a consistent, high-quality experience throughout the customer journey.
- Manage the customer feedback and survey program, analyze insights, and drive improvement initiatives with clear accountability and measurable results.
- Establish and monitor customer communication standards, including proactive updates, callback compliance, issue resolution, and escalation processes to enhance customer satisfaction.
- Improve customer processes by identifying and removing friction, enhancing data quality, streamlining workflows, and strengthening cross-functional collaboration.
- Standardize and scale customer-facing processes while driving adoption and engagement of digital platforms, including Parts.Cat.Com, Cat Central, and VisionLink.
- Support customer events, trade shows, and facility visits to strengthen brand presence, ensure consistent retail merchandising and signage, and identify opportunities to enhance the overall customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
