Customer Experience Lead

About the role

The Customer Experience Specialist role supports the customer care culture, possesses a passion for customers and an understanding of the customers' needs and requirements. Additionally, this role also grows and nurtures the retail customer at Carolina Cat.

Responsibilities

• Identify and assist in the development of current and future customer experience training needs through needs assessment and customer insights.
• Monitor and score live customer interactions to improve employees’ ability to deliver an excellent customer experience.
• Delivers timely coaching and feedback to managers and employees to enhance performance and for continuous development.
• Assess and define parameters for delivering and measuring learning and customer experience; continually review opportunities for improvement and provide insights to establish metrics for success.
• Facilitate virtual and classroom interactive learning events, train-the-trainer programs, etc. to develop the knowledge, skills, and abilities of our employees.
• Identify and assist in the implementation of program improvements, tools, and technologies to enhance processes for learning execution.
• Visit branch locations monthly to ensure Retail is being implemented at the branch.
• Conduct yearly audit of the Retail Assessment with Caterpillar.
• Engage branch leadership and dealership employees when retail changes need to be implemented or added.
• Manage and track the retail marketing budget from Caterpillar and provide results driven growth with given funds.
• Ensure the Sales Development and Inside Sales has provided quotes and machine pricing at the branches for display.
• Partner with Marketing Department in development and execution of marketing plans.
• Ensure the Retail Carolina Cat guide is always updated with the latest retail information to support retail goals and growth.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in business or related field or equivalent experience required.
• 3+ years of progressive Customer Service or Operations experience in a related industry strongly preferred.
• Bilingual preferred; at a minimum the ability to understand and to make oneself understood to Spanish speakers.
• Proven track record of deploying Business solutions both on premise and cloud platforms that enable business objectives and goals.
• Strong program and project management skills.
• Excellent group facilitation, consultation, and employee coaching skills.
• Experience in customer-centric organizations.
• Understands the adult learning process and able to put it into practice.
• Approximately 15% travel to various locations in the Southeast.
• May travel to customer sites located within the dealership territory and be located at a permanent branch location.
• Computer Skills: Must have a substantive command of technology, e-learning authoring tools and MS Office required.