Manager, Customer Experience
5 days ago
**Primary Function**:
The Manager, Customer Experience is responsible for direct management of a team of approximately 15 Team Members. The leader role is the key to ensuring Customer Service Center teams are delivering peak performance. This is done by providing direct coaching to team members. The leader builds an engaged team that meets business objectives.
The Manager is also responsible for processes to safeguard compliance with company policies/procedures, supporting continual process improvement, ensuring the timeliness, quality and effectiveness of all processes performed within a given area of responsibility.
Further responsibilities include functional ownership and strategy. This includes, but is not limited to, recruiting, hiring, staffing and forecasting, establishing work processes and procedures, continuous improvement and service level achievement.
**Principal Duties & Responsibilities**:
- Brings key stakeholders together to solve customer issues and operational improvements. Builds effective/collaborative business relationships to drive improvements to the customer experience.
- Works directly with cross functional partners to communicate business updates.
- Understands the needs of the customer, Team Member and business; acts quickly to solve problems and escalate issues. Identifies changes in customer behavior and adjusts to meet changing demands.
- Demonstrates function ownership - leverages resources effectively and manages day-to-day activities to ensure functional goals are achieved.
- Plans, directs, supervises, and evaluates workflow. Coordinates work activities to achieve the output expected to meet operational requirements.
- Solicits and takes action on feedback from key stakeholders.
- Responsible/Accountable for selection/hiring, on-boarding/training of new team members within their function.
- Provides direct coaching, mentorship and career and skills development to team members including huddles and 1 on 1.
- Reviews performance metrics, diagnoses root cause of underperformance and develops an improvement plan for team members.
- Reviews interactions on a regular basis and evaluates them based on internal quality standards. and customer expectations
- Drives team member engagement by readily requesting feedback from team members, and taking action on input from huddles, coaching and roundtables. Closes the loop by providing ongoing updates. Celebrates team and individual success.
- Executes deployments and changes with own team to ensure team member understanding, adoption, stabilization and benefits realization. Leader acts as change agent of the deployment/change.
- Participates in CSC projects as needed
- Review Voice of the Customer feedback and coach team members accordingly
JOB REQUIREMENTS
**Preferred Education & Experience**:
- High school diploma or equivalent; Bachelor’s degree preferred.
- Minimum 3 to 5 years of customer service experience.
- Minimum 1 to 3 years supervisory experience.
- Proven process improvement experience (analytics, problem-solving, and decision making skills) in order to drive results. Demonstrate excellent communication and organization skills, employee development skills, and team building.
- Strategic thinker and innovative problem solver - demonstrated strength with identifying and implementing changes that significantly improve the customer experience and drive operational efficiencies.
- Strong interpersonal and communication skills.
- Demonstrated flexibility to adapt to shifting demands and competing priorities.
- Ability to train and coach team members on processes, procedures, compliance and product knowledge.
- Ability to plan, organize and delegate work.
- Ability to influence team members to achieve individual and team objectives.
**Work Environment**:
- Ability to work extended hours including weekends occasionally as required
- Some travel may be required
- Ability to lift, up to 25lbs
**Impact**:
- Directly influences the work environment through positive employee relations while supporting a focused, empowered, high performance team.
- Responsible for the integrity of day-to-day business practices and processes.
- Responsible for working on projects and cross functional teams
- Coordinates the identification and communication of business issues between teams.
**Working Relationships**:
- _ Interacts frequently with other leaders _across the organization._
- Strong partnerships and collaboration with business partners across the CSC and Grainger (Branch, Sales, Strategy, Inventory/Supply Chain).
- Builds effective/collaborative business relationships to drive improvements to the customer experience. Brings key stakeholders together as needed to solve customer issues.
- Partners with other areas of the business locally and virtually in finding solutions to ensure an effortless customer experience
Grainger offers a competitive benefits package, which includes both physical and mental wellbeing programs, as well
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