Customer Experience Lead

Role & Responsibilities

• Collaborate with the team to coordinate daily tasks and maintain consistent coverage.
• Address customer inquiries via phone, email, and in-person with professionalism and empathy.
• Manage incoming calls promptly and professionally, providing accurate information, resolving inquiries, and directing calls to the appropriate department or team member as needed.
• Exhibit empathy and understanding in interactions with customers and team members, fostering a supportive and positive work environment.
• Process orders, quotes, returns, and forms accurately and efficiently, ensuring timely delivery to meet deadlines.
• Recognize and resolve customer challenges to prioritize and promote customer satisfaction.
• Proactively learning about our range of manufactured and distributed products to assist customers with their parts list for custom jobs and suitable substitutions if necessary, and support customer experience team members with product-related questions.
• Identify opportunities for process enhancements and lead initiatives to improve customer experience operations.
• Work with Customer Experience Manager to develop, implement, and enforce procedures and long-term strategies.
• Oversee team including but not limited to, procedure training, ensure procedures are being followed by team, quality control, proper staffing needs, reporting employee challenges to manager.
• End of shift report to manager on what items were completed and advising of any incomplete tasks.
• Other duties as assigned.