Customer Experience Supervisor

Crescent Electric Supply Company • Madison, WI

1d • Hybrid

About The Position

As the Area Customer Experience Supervisor for the North Central Super District, you will drive the standardization and optimization of processes that drive the Customer Experience with the Inside Sales team and will adhere to the metrics that have been developed to measure these outcomes in relation to our organizational goals. In this role, you will oversee three critical workstreams: customer value & optimization, customer experience representatives development, training & optimization, and CX operations improvement. As the leader, you will remove barriers, escalate issues, and provide the resources needed to build and empower an effective team. You will also ensure the team meets critical milestones, divisional commitments, and financial goals and timelines. This is a hybrid position supporting the following branches in Wisconsin: Madison, Milwaukee, Racine.

Requirements

• Bachelor's degree from four-year college or university; and minimum of five years of experience and/or training; or equivalent combination of education and experience.
• Valid driver’s license.
• Strong team player who operates with high levels of integrity, trust and respect for the individual.
• Must take an authentic approach to collaboration leading to a collective success across the broader end-to-end organization
• In-depth knowledge of all facets of a distributorship.
• Experience in training and developing employees.
• Strong analytical and problem solving skills.

Responsibilities

• Execute Crescent Electric’s strategy to optimizing the Customer Experience and Service framework in accordance with customer expectations and ensuring the realization of profitability
• Lead the optimal team support structure and talent to support the design, changes and deployment
• Lead, and manage Inside Sales team across multiple geographical locations
• Collect and provide analysis to ensure service optimization
• Drive the business forward through continued leadership and insights while developing and strengthening the service workforce
• Drive the performance, development and growth of the Customer Experience Team
• Directly supervise a team of approximately 10 Customer Experience Representatives. Responsible for employee development and training in collaboration with Area Customer Experience Manager and corporate Training department
• Drive field level profitability through various methods in conjunction with the corporate Pricing Team and field level analysts
• Be the point of contact for communicating any field feedback to the corporate Supply Chain and Pricing teams

Benefits

• Eligibility for health, and dental, vision coverage, 401(k) plan, and flexible spending accounts, subject to plan terms.
• Eligibility for company-paid benefits such as life insurance, short-term disability, long-term care, and Employee Assistance Program, subject to applicable waiting periods.
• Excused Absence time off and Paid Time Off (PTO).
• Company-paid holidays.
• Other benefits for which you may be eligible includes supplemental life insurance, hospital indemnity, and accident and critical illness benefits with cancer coverage.
• Eligibility: Employees are eligible for health, dental, vision, and life insurance benefits on the first of the month following 30 days of employment.
• Employees who are 21 years of age or older will be automatically enrolled in the company’s 401(k) plan once they achieve 90 days of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level