Customer Experience Professional Lead - MH

About the Role

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 fosters a culture of continuous improvement within M. Holland’s business-to-business order fulfillment process.

Responsibilities

• Maintains a CXP desk supporting Customer Accounts/Assigned Sales Rep.
• Coordinates order flow across multiple departments within M. Holland.
• Pulls KPIs for Daily Management meeting and supports as needed.
• Oversees and assists with Sales Order status changes, approvals, and overrides.
• Serves as the first point of escalation for urgent situations and troubleshooting; escalates urgent issues to Supervisors or Management as needed.
• Coordinates team coverage for planned and unplanned time off.
• Maintains and distributes Customer Experience documentation on behalf of the Management Team.
• Performs other duties as assigned.

Monitor Quality of Work

• Provides daily team oversight, including monitoring, coaching, and organizing workload.
• Reviews and follows up on Internal Error Reports, including invoicing reports.
• Prepares and presents reports on order entry trends and proactive order management.
• Conducts weekly review of error trends (RMAs) to identify patterns and areas for improvement.
• Engages with team members, providing constructive feedback, documentation, and support to help them improve performance.
• Reports non-conformance to Management to determine next steps.

Continuous Improvement

• Simplifies work processes focused on elimination of non-value-added work.
• Assists team with Key Performance Indicators (KPIs) to maximize productivity in support of an effortless customer experience.
• Shadows and develops a comprehensive understanding of other departments’ workflows.
• Regularly reviews and updates SOPs to ensure they reflect the latest best practices and industry standards.
• Encourages 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 reviews customer interactions to ensure high-quality standards are being met.
• Identifies common pain points and works with the team to address them.
• Identifies and addresses department concerns.
• Performs all other duties as assigned.

Skills & Qualifications

• Effectively maintains discretion and confidentiality.
• Excellent communication skills, both written and verbal.
• Detailed-oriented with strong analytical skills and exceptional problem-solving abilities.
• Ability to maintain a 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.
• Understands additional in-house applications (RavApps suite of tools, including Tableau).
• Demonstrated previous experience coaching, motivating, encouraging, and interacting with individuals.
• Innate sense of urgency that provides proactive and consistent work.
• Willingness to adapt in an evolving environment.

Requirements

Education: Bachelor’s degree preferred, or a minimum of two years of leadership experience involving de-escalation, coaching and development, data analysis, and process improvement.

Experience:

• Preferred – Demonstrated ability to collaborate effectively within a team, foster strong working relationships, and maintain a professional, positive attitude.
• Preferred – Prior experience in a lead or supervisory role.
• Preferred – Experience extracting and analyzing data, and using insights to coach and guide performance.

Licenses / Certifications: Valid driver’s license – required.

Language: Proficiency in English required.

Work Environment

The work environment includes a shared space with constant noise, with or without the use of a private office. This is a hybrid in-office and/or work-from-home role.

Physical Requirements

• Regularly required to communicate verbally, read, and comprehend information, and type on a consistent and daily basis.
• Push, pull, and lift up to 40 lbs on a weekly basis.
• Regularly required to travel by foot, car, bus, airplane, or other means of transportation, which may require sitting, waiting, and standing for long and short periods of time.
• Ability to set up desk equipment, including setting up equipment on top of desks and connecting cables and power cords under desks (requiring lifting, bending, pushing, pulling).

Pay

$31.25 - $36.00/hour.