Customer Experience and Retail Specialist

3 weeks ago

San Diego, United States Hawthorne Machinery Co. Full time

Overview:
**We Build Better Communities**

**Be Part of the Hawthorne Difference**

Hawthorne Cat is a family-owned company that has led the equipment industry for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment for industries on which our communities depend like agriculture, construction, marine, and government.

Every member of our team plays a significant role in our success. Hawthorne Cat hires individuals who share our vision of Building Better Communities with our Customers and our values of Passion, Respect, Integrity, Dedication and Excellence (PRIDE).

If you are looking to build your future with an established, thriving company with countless opportunities for growth and advancement, you’ve come to the right place At Hawthorne Cat, we’re always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve.

Our people are our most valuable asset. That’s why at Hawthorne Cat we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.

We are currently seeking talented individuals for our Customer Experience and Retail Specialist position

Here is some of what you’ll do

***:The Customer Experience and Retail Specialist is responsible for activities related to optimizing the Voice of the Customer (VOC) in Hawthorne Cat’s marketing efforts. This includes creating a unified corporate customer experience, identifying customer expectations, measuring our satisfaction levels, ensuring customer issues or complaints are being addressed, as well as assisting parts and service transactional improvements that will be noticed by the customer and measured by improvements in customer loyalty. They are also responsible for the company’s retail experience, while complying with Caterpillar retail standards.

**Responsibilities**:
**ESSENTIAL FUNCTIONS**:

- Understands and interprets Initial Purchase Survey, Product Use Survey, and Transactional Surveys. Summarizes and reports incomplete data fields to the Corporate Marketing Manager and all appropriate managers.
- Monitors the Daniel Survey Reports corporately, and alerts Corporate Marketing and Strategy Manager, Departmental Manager(s), and Daniels Survey Champions, providing feedback BOTH Positive and Negative.
- Assists Corporate Marketing and Strategy Manager, as needed, with specific projects and research.
- Ensures that customer facing employees are delivering consistent experiences according to established standards.
- Assists with the company’s website live chat.
- Ensures that all new employees are fully trained in regard to Customer Experience.
- Captures the voice of the customer (VOC) through a survey program, identifying critical customer requirements and measures our effectiveness towards meeting those needs.
- Ensures that the highest level of customer service is provided to our customers and creates and implements scorecard.
- Responsible for the company’s adherence to Caterpillar’s Retail Standards for all Cat branded branches.
- Manages the Retail Assessment’s for each store and sets goals with the Corporate Marketing and Strategy Manager to determine what levels are attainable.
- Assists with design, ordering, and merchandising of novelty items for Hawthorne’s retail store presence and corporate events.
- Provides support to the marketing department and customers through various clerical tasks.
- Issue Management:

- Effectively documents customer complaints or issues.
- Develops issue escalation and resolution process that allows for better awareness across all division customer contact representatives.
- Process Improvement:

- Identifies opportunities for improvement in customer satisfaction and develop plans to implement needed changes.
- Provides management with the information needed to drive a customer service-oriented culture.
- Tracks customer opportunities and disputes for appropriate follow-through from branch employees.
- Creates and manages ongoing public recognition programs for employees who receive positive customer recognition
- Tracks Customer Service Metrics and Reports Findings
- Analyzes trends and partners with management to interpret results and identify opportunities for improvement.
- Provides monthly customer service scores and information to managers for departmental meetings
- Identify, develop and assist in customer service training programs

Qualifications:
**EDUCATION, EXPERIENCE, AND SKILLS REQUIRED**:

- Bachelor’s degree in marketing or related field or experience equivalent.
- Must have 2 years general office experience.
- Strong PC / Mac skills required.
- Must have a valid Class C License and clean driving record.
- Able to prioritize tasks while working in a fast-paced environment with limited supervision.
- Must be a motivated, responsible, self-starte

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