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Customer Experience Advocate Team Leader
2 months ago
The Customer Experience Team Leader oversees a team dedicated to enhancing the overall customer experience across various touchpoints. This role is critical in ensuring that the organization delivers a seamless and positive customer experience. You will collaborate with cross-functional teams to ensure consistency in service delivery and drive initiatives that improve overall customer satisfaction and loyalty. This role will have responsibilities for their own customer accounts and perform CXA tasks where needed in addition to Team Leader responsibilities.
The Customer Experience Advocate (CXA) is the primary point of contact for an assigned group of customer accounts. The purpose of the CXA function is to serve as the face to the customer in providing value added services that grow our business. Individuals in this position respond to and manage internal and external customer requests, orders, concerns, suggestions and complaints. Internally, the CXA interacts, gathers information, and coordinates related activities with sales staff, production planning, logistics, technical services and external vendors. The CXA must be aware of Lean Six Sigma principles and initiatives and must take responsibility and use sound judgment in decision-making and problem solving. As representatives of GEON Performance Solutions, individuals in this position are required to follow and communicate GEON business practices to customers and demonstrate the GEON Code of Conduct, ethics and values on a daily basis. GEON and customer information must be kept appropriately confidential. Work is done autonomously on a day to-day basis.
Experience & Education
Bachelor's degree in Business Administration or related field preferred.
Minimum of 5 years of experience in customer service roles for a B2B manufacturing company. Prior leadership or supervisory experience a plus.
3-5 years of experience with ocean exports (required) and air exports (preferred).
Skills & Competencies
Proven experience in a customer experience or customer service leadership role.
Strong leadership and people management skills.
Excellent communication and interpersonal skills.
Analytical mindset with the ability to interpret data and trends.
Ability to work collaboratively across teams and influence stakeholders.
Knowledge of customer experience best practices and strategies.
Strong Understanding of Ocean and Export regulations and documentation.
Primary Responsibilities
Team Leadership: Lead, coach, and motivate a team of customer experience advocates.
Customer Journey Management: Analyze and optimize the customer journey across all touchpoints to enhance satisfaction and loyalty.
Quality Assurance: Monitor interactions (calls, emails, chats, etc.) to ensure adherence to quality standards and provide feedback for improvement.
Customer Feedback Analysis: Gather and analyze customer feedback and insights to identify pain points and opportunities for improvement.
Process Improvement: Collaborate with other departments (e.g., Marketing, Product, Operations) to streamline processes and resolve customer issues promptly.
Training and Development: Develop and implement training programs to continuously improve team skills and knowledge of customer experience best practices.
Performance Management: Support Customer Experience Manager (CEM) in setting and communicating clear performance objectives, assists with regular performance reviews alongside the CEM, and provide ongoing feedback and coaching.
Data-driven Decision Making: Utilize data and metrics to drive decisions and measure the effectiveness of customer experience initiatives.
Cross-functional Collaboration: Work closely with other teams to ensure alignment on customer experience goals and initiatives.
Customer Advocacy: Champion the voice of the customer within the organization, advocating for improvements based on customer feedback.
Provides customer focused service to assigned accounts.
Responds to and manage customer orders from order entry to delivery and invoicing.
Understands and communicate the value of our products and services.
Understands customers’ products, services, business operations and needs.
Communicates effectively over the phone and electronically.
Uses a variety of systems to enter and complete transactions.
Accomplishes work within set timeframes.
Key inside contact for specific customer/seller base.
Process incoming orders, confirm pricing and availability of product.
Advise customers of order status.
Provide relevant customer information to other departments: forecasts, personnel changes, address changes, receiving schedules, etc.
Timely and accurate administration of sales orders, customer complaints, material returns and credits.
Answer price and availability questions.
Respond to customer literature requests for SDS, Certifications, etc.
Follow all applicable ISO procedures.
Use system reports and inquiries to drive activities that ensure superior customer service.
Maintain CXA related information for customer accounts; customer notes, e-mail, phone, special instructions, etc.
Process new customer/update requests.
Provide market or account intelligence gained through customer contact.
Participate in customer calls and visits with sellers.
Proactive communication with product supply reps and shipping department of any order changes customer initiates.
Work with seller and PSRs to reduce aged inventory.
Key Goals & Deliverables
Customer Satisfaction Survey %.
Net Promoter Score.
OTIF %.
Customer Inquiry Resolution Time.
Customer Retention Rate.
Work Environment & Physical Demands
Typically works in an office setting on a computer with telephone or web conferencing tools.
Travel Requirements
Travel is limited and is usually less than 10%.
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