Customer Experience Lead

Position at Carolina CAT - Construction Join the Carolina Cat Team As a family-owned company under our fourth generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed. Since 1926, we've supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that's built to last. We're looking for hard‑working, team‑oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we're committed to providing a work experience that helps our team grow to their full potential. Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat. Summary 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. You will partner with business leaders to develop and deploy strategies and tactics to address critical organizational and talent issues. The Specialist will assist in reviewing the dealership processes, collecting and documenting customer feedback, and help operational departments use this information to develop new service offerings and improve delivery experiences. The Customer Experience Specialist is responsible for retail related sales processes and standards across the dealership to ensure a positive customer experience and increase customer loyalty. They will help develop marketing and promotional initiatives to effectively reach target customers and drive walk‑in traffic. The Customer Experience Specialist will be responsible for partnering with Marketing and lines of business to develop and implement learning solutions, facilitate in‑person and virtual classes, rate employees on their ability to deliver quality customer experience, and leverage metrics to find and implement improvement areas. Essential Functions 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. Deliver 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. Examples of these metrics include, but are not limited to, customer satisfaction rates, loyalty scores, retention and referrals. 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. Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions. Education and/or Experience 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. Certificates, Licenses, Registrations A driver's license and clean DMV report, if designated as a company driver due to business needs. Workplace Requirements The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and/or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. Work Environment While performing the duties of this job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud. We are an Equal Opportunity Employer We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We're committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws. EEO/AA Employer. All qualified individuals are encouraged to apply. #J-18808-Ljbffr