Specialist Customer Experience

Specialist Customer Experience

The Customer Experience Specialist (CES) is responsible for working in conjunction with the facility team to manage visitors to the Holden facilities. The CES ensures that guests, including dealers and end-users, are scheduled, greeted, escorted, and receive all necessary safety training and PPE for visits to manufacturing areas.

Essential Functions:

• Manage the visitor pre-registration process through various forms of communication including, but not limited to email, Teams messages and phone calls.
• Ensure visitors are kept safe by positively and patiently implementing all safety protocols with groups so that their tours and inspections align fully with E-ONE safety policies.
• Engage with local EHS team as needed.
• Explain site and production information to all customers with a rapid-resolution focus.
• Coordinate and schedule additional personnel – engineering, production supervisors, sales application engineering, designers, etc – on an as needed basis to achieve desired results for factory visits and tours.
• Plan and resolve customer site visit details, questions, and/or concerns through consistent, positive, and responsive communication.
• Maintain accurate, electronic logs of customer visits, requirements, and interactions.
• Work with local and regional sales managers to ensure that dealer and customer visitor requirements are met.
• Prepare and distribute agenda for Fly-in visits to ensure customer action items for visit are achieved.
• Work with local reception and plant managers to choreograph on-site meetings, tours, and inspections.
• Work with local production and quality teams to ensure inspection list(s) are clearly understood for complete resolutions.

Competencies:

• Requires well-developed organizational skills and basic office operations to assure appropriate documentation and follow-through to meet the customer and business needs.
• Demonstrates a customer-focused attitude - committed to providing an excellent experience to all dealers and visitors.
• Willingness to assist with genuine interest in the well-being of others.
• Must demonstrate ability to work in fast-paced, deadline-oriented environment where the ability to meet deadlines is a must with constant communication required.
• Demonstrates proficient computer skills including accurate data entry into Microsoft Excel, as well as documentation and communication through Microsoft Outlook and other commercial applications.

Work Environment:

This job operates in a professional office and manufacturing environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and other critical visual management tools.

Physical Demands:

The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Position Type/Expected:
Full Time / Monday – Friday Travel:
None

Education and Experience:

High School Diploma or equivalent, Minimum 1-3 years of experience in customer service preferred but not required. Work Authorization:
Must be authorized to work in the US for any employer.

AAP/EEO Statement: FFA/KME is an Equal Opportunity Employer and does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.