Customer Experience and Retail Specialist
2 days ago
We are seeking a highly skilled Customer Experience and Retail Specialist to join our team at Hawthorne Machinery Co. This is an exciting opportunity to contribute to our company's success by optimizing the Voice of the Customer (VOC) in our marketing efforts.
Key Responsibilities- Understand and interpret customer feedback from various surveys, summarizing and reporting incomplete data fields to the Corporate Marketing Manager and relevant stakeholders.
- Monitor Daniel Survey Reports corporately, alerting Corporate Marketing and Strategy Manager, Departmental Manager(s), and Daniel Survey Champions to provide feedback on both positive and negative trends.
- Assist Corporate Marketing and Strategy Manager with specific projects and research as needed.
- Ensure customer-facing employees deliver consistent experiences according to established standards.
- Assist with the company's website live chat.
- Ensure all new employees are fully trained in customer experience.
- Capture the voice of the customer through a survey program, identifying critical customer requirements and measuring our effectiveness in meeting those needs.
- Ensure the highest level of customer service is provided, creating and implementing a scorecard to measure performance.
- Responsible for adhering to Caterpillar's Retail Standards for all Cat-branded branches.
- Manage Retail Assessments for each store, setting goals with the Corporate Marketing and Strategy Manager to determine attainable levels.
- Assist with designing, ordering, and merchandising novelty items for Hawthorne's retail store presence and corporate events.
- Provide support to the marketing department and customers through various clerical tasks.
- Issue Management: Effectively document customer complaints or issues, developing an issue escalation and resolution process for better awareness across all division customer contact representatives.
- Process Improvement: Identify opportunities for improvement in customer satisfaction, develop plans to implement needed changes, and provide management with the information needed to drive a customer service-oriented culture.
- Bachelor's degree in marketing or a related field or equivalent experience.
- 2 years of general office experience.
- Strong PC/Mac skills required.
- Valid California Class C driver's license and clean driving record.
- Able to prioritize tasks while working in a fast-paced environment with limited supervision.
- Motivated, responsible, and self-starter.
- 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 with company matching.
- Health and dependent care flexible spending accounts.
- Life and accident insurance.
- Employee assistance programs.
- Legal plan.
- Travel assistance plan.
- Wellness programs.
- Referral bonus program.
- Longevity bonus program.
- Recognition programs.
- Hawthorne CAT discounts.
- Boot reimbursement.
- Tuition reimbursement.
- Company-supplied uniforms.
- Advanced technical training.
- Estimated compensation $25-$34 per hour.
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Customer Experience and Retail Specialist
4 weeks ago
San Diego, California, United States Hawthorne Machinery Co. Full timeCustomer Experience and Retail SpecialistWe are seeking a highly skilled Customer Experience and Retail Specialist to join our team at Hawthorne Cat. As a key member of our marketing and retail team, you will be responsible for optimizing the Voice of the Customer (VOC) in our marketing efforts, creating a unified corporate customer experience, and ensuring...
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Customer Experience and Retail Specialist
1 month ago
San Diego, California, United States Hawthorne Cat Full timeCustomer Experience and Retail SpecialistWe are seeking a highly skilled Customer Experience and Retail Specialist to join our team at Hawthorne Cat. As a key member of our marketing department, you will be responsible for optimizing the Voice of the Customer (VOC) in our marketing efforts, creating a unified corporate customer experience, and ensuring...
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Customer Experience and Retail Specialist
1 month ago
San Diego, California, United States Hawthorne Cat Full timeCustomer Experience and Retail SpecialistWe are seeking a highly skilled Customer Experience and Retail Specialist to join our team at Hawthorne Cat. As a key member of our marketing department, you will be responsible for optimizing the Voice of the Customer (VOC) in our marketing efforts, creating a unified corporate customer experience, and ensuring...
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Customer Experience and Retail Specialist
1 month ago
San Diego, California, United States Hawthorne Cat Full timeCustomer Experience and Retail SpecialistWe are seeking a highly skilled Customer Experience and Retail Specialist to join our team at Hawthorne Cat. As a key member of our marketing efforts, you will be responsible for optimizing the Voice of the Customer (VOC) in our marketing initiatives.Key Responsibilities:Understand and interpret customer feedback...
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Customer Experience and Retail Specialist
1 month ago
San Diego, California, United States Hawthorne Machinery Co. Full timeAbout the RoleWe are seeking a highly skilled Customer Experience and Retail Specialist to join our team at Hawthorne Cat. As a key member of our organization, you will play a vital role in optimizing the Voice of the Customer (VOC) in our marketing efforts.This includes creating a unified corporate customer experience, identifying customer expectations,...
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