Customer Experience and Retail Specialist

5 months 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, youve come to the right place At Hawthorne Cat, were 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. Thats 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 youll do

POSITION SUMMARY: The Customer Experience and Retail Specialist is responsible for activities related to optimizing the Voice of the Customer (VOC) in Hawthorne Cats 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 companys retail experience, while complying with Caterpillar retail standards.

Responsibilities:

ESSENTIAL FUNCTIONS:

  1. 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.
  2. 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.
  3. Assists Corporate Marketing and Strategy Manager, as needed, with specific projects and research.
  4. Ensures that customer facing employees are delivering consistent experiences according to established standards.
  5. Assists with the companys website live chat.
  6. Ensures that all new employees are fully trained in regard to Customer Experience.
  7. Captures the voice of the customer (VOC) through a survey program, identifying critical customer requirements and measures our effectiveness towards meeting those needs.
  8. Ensures that the highest level of customer service is provided to our customers and creates and implements scorecard.
  9. Responsible for the companys adherence to Caterpillars Retail Standards for all Cat branded branches.
  10. Manages the Retail Assessments for each store and sets goals with the Corporate Marketing and Strategy Manager to determine what levels are attainable.
  11. Assists with design, ordering, and merchandising of novelty items for Hawthornes retail store presence and corporate events.
  12. Provides support to the marketing department and customers through various clerical tasks.
  13. Issue Management:
    1. Effectively documents customer complaints or issues.
    2. Develops issue escalation and resolution process that allows for better awareness across all division customer contact representatives.
  14. Process Improvement:
  15. Identifies opportunities for improvement in customer satisfaction and develop plans to implement needed changes.
  16. Provides management with the information needed to drive a customer service-oriented culture.
  17. Tracks customer opportunities and disputes for appropriate follow-through from branch employees.
  18. Creates and manages ongoing public recognition programs for employees who receive positive customer recognition
  19. Tracks Customer Service Metrics and Reports Findings
  20. Analyzes trends and partners with management to interpret results and identify opportunities for improvement.
  21. Provides monthly customer service scores and information to managers for departmental meetings
  22. Identify, develop and assist in customer service training programs


Qualifications:

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

  1. Bachelors degree in marketing or related field or experience equivalent.
  2. Must have 2 years general office experience.
  3. Strong PC / Mac skills required.
  4. Must have a valid California Class C diver's license and clean driving record.
  5. Able to prioritize tasks while working in a fast-paced environment with limited supervision.
  6. Must be a motivated, responsible, self-starter.

PHYSICAL DEMANDS:

  1. Sitting: Sits at desk for long periods of time
  2. Handling: Works with hands
  3. Lifting: Raises or lowers miscellaneous paperwork
  4. Reaching: Extends hands and arms in any direction
  5. Vision: Reads computer screens and paperwork.
  6. Stooping: Bends body downward and forward by bending at knees or waist.
  7. Standing: Remains in standing position if required to perform various functions of the job.
  8. Talking: Communicates via telecommunications and in person

ENVIRONMENTAL:

  1. Noise: Works in conditions with constant or intermittent noise.
  2. Temp/Weather: Works in an office environment

Heres what we Offer

  • Competitive Compensation
  • A great work environment and culture
  • Career growth and advancement opportunities
  • Training
  • Medical, Dental and Vision plans
  • Medical Video Appointments available
  • Health Savings Account available
  • Paid Time Off (PTO) Pay
  • 401(k) Plan + Company Matching
  • Health and Dependent Care Flexible Spending Accounts
  • Life & Accident Insurance
  • Employee Assistance Programs
  • Legal Plan
  • Travel Assistance Plan
  • Wellness Programs
  • Referral Bonus Program
  • Longevity Bonus Program
  • Recognition Programs and much more
  • Hawthorne CAT discounts
  • Boot Reimbursement
  • Tuition Reimbursement
  • Company-Supplied Uniforms
  • Advanced Technical Training
  • Estimated Compensation $25 - $34 per hour

ACCOMMODATIONS:

Reasonable accommodations for essential functions of the position will be considered.

Hawthorne CAT is an Equal Employment Opportunity/Affirmative Action Employer. M/F/Disability/Protected Veteran Status

Hawthorne CAT participates in E-Verify

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