Customer Experience Professional Lead - MH

Customer Experience Team Lead

The Customer Experience Team Lead oversees a work environment dedicated to sales order and customer support, ensuring the execution of company objectives and the optimization of current resources. This role is responsible for the oversight of daily transactions, system requirements, process alignment and adherence, as well as troubleshooting issues as they arise. Additionally, the Team Lead manages first-point escalations, develops best practices, monitors individual Customer Experience Professional KPIs, and facilitates ongoing training and onboarding for new team members.

The objective of this role is to foster a culture of continuous improvement within M. Holland's business-to-business order fulfillment process.

1) The Customer Experience Team Lead will be responsible for all existing Customer Experience Professional duties as well as the following responsibilities:

• Maintains a CXP desk supporting Customer Accounts/Assigned Sales Rep
• Coordinates order flow across multiple departments within M. Holland
• Pull KPI's for Daily Management meeting and support as needed.
• Oversee and assist with Sales Order status changes, approvals, and overrides.
• First point of escalation for urgent situations and trouble shooting.
• Escalate urgent issues to Supervisors or Management as needed.
• Coordinate team coverage for planned and unplanned time off.
• Maintain and distribute Customer Experience documentation on behalf of the Management Team.
• Perform other duties as assigned.

2) Monitor Quality of Work

• Provide daily team oversight, including monitoring, coaching, and organizing workload.
• Review and follow up on Internal Error Reports, including invoicing reports.
• Prepare and present reports on order entry trends and proactive order management.
• Weekly review of error trends (RMA's) to identify patterns and areas for improvement.
• Engage with team members, providing constructive feedback, documentation and support to help them improve their performance.
• Report non-conformance to Management to determine next steps

3) Continuous Improvement

• Simplifies work processes focused on elimination of non-value added work.
• Assists team with Key performance indicators (KPI's) to maximize productivity in support of an effortless customer experience.
• Shadow and have a comprehensive understanding of other departments' work flows.
• Regularly reviewing and updating SOPs to ensure they reflect the latest best practices and industry standards.
• Encouraging better communication between customer experience and other departments (sales, marketing, products, purchasing, etc.) to ensure the team has the resources, information, and support they need.
• Regularly reviewing customer interactions to ensure high-quality standards are being met. Identifying common pain points and working with the team to address them.
• Identify and address department concerns.

4) All other duties as assigned

1. Not Applicable

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture.

• Effectively maintains discretion and confidentiality.
• Excellent communication skills, both written and verbal.
• Must be detailed oriented with strong analytical skills and exceptional problem-solving abilities.
• Ability to maintain high level of organization and prioritization.
• Above average skills in Ravago Tools, as well as all Microsoft Office programs with the aptitude to quickly learn and understand additional applications.
• Understand additional in-house applications (Rav Apps suite of tools, including Tableau).
• Demonstrated previous experience for coaching, motivating, encouraging and interacting with individuals.
• Innate sense of urgency that provides proactive and consistent work.
• Willingness to adapt in an evolving environment.

1.

Education:

• a. Bachelor's degree preferred, or…