Customer Experience Manager bei Reading Rock

Job Purpose

Essential Duties and Responsibilities

• Takes personal accountability for job duties and results.
• Sales to support growth with functions including order fulfilment and customer selections through various consultations with retail and wholesale customers. Process cash, account, counter, and showroom sales through order entry as well as consultative role. Assist outside Sales with customer relationships as it relates to the selection process and order fulfilment. Coordinate the fulfilment of back orders and special-order products with purchasing, the customer, yard, and dispatch. 
• Consistently establishes personal accountability and promotes excellence and coordinates continuous improvement in productivity, quality and service.
• Coach, train, and support employees to deliver excellence in customer service.
• Provide honest feedback to employees who are not meeting job requirements and take appropriate actions when employee support efforts do not yield desired outcomes.
• Manage and adjust the workflow to ensure efficiency in customer service, cross functionality of team, and effective focus on continuous improvement when customer flow is low.
• Support profitable growth by identifying selling opportunities through add on sales and new walk-in business.
• Collaborate with the Sales team to maintain and increase margins. 
• Manages order processing and fulfillment, hiring/training/directing personnel, enforcing safety policies.
• Maintains/upgrades displays, samples, and other merchandise necessary to successfully show and sell the various product groups from the Distribution Center.
• Assist Outside Sales Associates to enhance customer satisfaction.
• Drive operational excellence with all stakeholders. 
• Vigorous compliance with Standard Operating Procedures (SOP), Work Instructions (WI), policies, procedures, and performance standards. 
• Retain proper paperwork in a safe location and sustain a clean appearance for visiting customers.
• Work with the appropriate sales professional to resolve matters affiliated with all key internal and external stakeholders for prompt and equitable resolutions.
• Understand and articulate the 4P’s, Reading Rock Core Values, and the Customer Service Commitment.
• Comply with policies in accordance with Reading Rock core values.
• Other position-related duties as needed & assigned.
• Travel required: 10%

Education, Knowledge, and Skills

Competencies: 

Analytical Thinking-Problem Solving

Business Acumen

Customer Service Oriented

Leadership

Quality Orientation

Work Standards

Supervisory Responsibilities:

Yes (Salary - Exempt) 

Work Environment:

Manufacturing & Distribution Environment. Frequent exposure to noise, fumes, and dust.

Work Schedule:

Monday through Friday, additional based upon business needs.

Physical Demands:

This position frequently lifts heavy objects up to 80 lbs., walks and stands for long periods of time and performs strenuous physical labor. The employee lifts, pushes, pulls, or carries objects; uses abdominal and lower back muscles to provide support over time without fatigue; and effectively lifts and carries heavy loads. The position requires good manual dexterity: hands, arms, legs, and multi-limb coordination. It also requires the ability to quickly move arms and legs. The employee must have excellent stamina. Seeing with the ability to read reports, data, statistics, and information on computer screens is required.

Acknowledgement:   

This job description is not intended to be an all-inclusive list of duties and standards of the position.  Critical features of this job are described under the headings above.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Equal Employment Opportunity Employer and a Drug-Free Workplace