Customer Experience Specialist

Position: Customer Experience Specialist I
The Customer Service Representative 1 will serve customers in person, by email, text, or on the phone at branch locations. The CSR 1 will play a fundamental role in achieving our ambitious customer acquisition, retention, and revenue growth objectives. They must be friendly, knowledgeable, helpful, and detail oriented.

As a Team Member at Tri County Metals
1.Team Member Development, Growth, & Engagement.

Teach and use 6E’s during every customer encounter.

Follow the Vision Statement, Mission Statement, and Core values.

Exemplify our core values “Do Your PART” in everything that you do.

Teach “The TCM Way” by your attitude, your actions, and your words.

Commit to the following Standard Operating Procedures and Team Member Handbook 100% of the time.

Complete your required amount of monthly training.

Follow the Team Member process by participating in monthly one-on-ones, quarterly touch-bases and annual assessments with their lead/leader of their team in which you collaborate to develop and execute a growth plan to “better their lives and increase their value to TCM.”2. Implement improved operating rhythm to drive employee engagement and development.

Participate and receive the required amount of monthly training per Team Member.

Expectations for your Role
3. Compliance with efficiency standards for your Branch Location.

Use EDGE Success and sales invoice breakdown Order Accuracy Rate (OAR) to review performance.

Learn & Assist with the Accounts Receivables Aging Report.

Train our Standard Lead Times, Stocked Colors, Panel Limitations, Return Policy, Panel Specifications, Trim Specifications, Specialty Trim Policy and Capabilities.

Follow 100% of the time for our On-Time Complete Process.
4. Innovate Customer Service Experience.

Determine and understand customer requirements and expectations to recommend specific products and solutions to their needs and desires.

Accurately process customer transactions such as estimates, sales orders, invoices, payments, credits, cases, and RMAs.Provide solutions and/or alternatives to customers with issues; follow up to ensure resolution. Document customer interactions.

Maintain a clean and organized work area, understanding you are the first impression of the customer experiences from our company.

Share in warehouse duties, track inventory, loading customers, and operate forklift in the warehouse while assisting customers both internal and external.
5. Safety and Engagement Follow all safety procedures, equipment manuals and all required safety measures for work in a warehouse environment.

Maintain and clean your assigned equipment daily; forklift and workstation.

Keep the work area clean, organized, and free of any obstructions.

Report any tool/equipment issues to Team Lead.

Ensure pre-operations inspections are being completed, and any issues are reported to Team Lead and Maintenance.

Timely near miss and incident reporting.

Ensure Team Member compete 100% OTC of assigned safety training.

Engagement measurements

Participation in toolbox conversations

Number of safety observations reported through Bright Idea submissions

Proper PPE is being used at all times.

Number of issues addressed via the safety committee.

Quickly report accidents and injuries following all safety and emergency procedures. Note all details surrounding these events and report to Team Lead.
6. Drive Customer Service Improvements via operating rhythm, leadership and measurables.

Must be able to perform CSR 1 level metrics in the first 9 months.

Score  80% on CSR 1 Exam.
6 E’s  70%, evaluated every rolling quarter.

Order Accuracy Rate (OAR%85%), evaluated every rolling quarter.

On-Time Complete (OTC%93%), evaluated every rolling quarter.
7.Branch Warehouse Team Member (If Applicable).Warehouse work where temperatures may reach 30 degrees to 100 degrees Fahrenheit.

Inventory – 95%.No Job packs over 30 days old.

No expired inventory (Sealant, Paint).Housekeeping Maintained.

Drop Ship Items Replenished.

Weekly Safety Walk.

Accountable to all CSR Metrics the Team Member is currently in, excluding Order Entry Goal This Performance Expectation in no way states or implies that these are the only job duties or responsibilities to be…