Customer Experience Supervisor

As the Area Customer Experience Supervisor for the Northern Plains Super District, you will drive the standardization and optimization of processes that drive the Customer Experience with the Inside Sales team and will adhere to the metrics that have been developed to measure these outcomes in relation to our organizational goals. In this role, you will oversee three critical workstreams: customer value & optimization, customer experience representatives development, training & optimization, and CX operations improvement.  

As the leader, you will remove barriers, escalate issues, and provide the resources needed to build and empower an effective team. You will also ensure the team meets critical milestones, divisional commitments, and financial goals and timelines.

This is a hybrid position supporting the following branches in Iowa: Cedar Rapids. Iowa City, and Davenport.

Primary Duties:

• Execute Crescent Electric's strategy to optimizing the Customer Experience and Service framework in accordance with customer expectations and ensuring the realization of profitability

• Lead the optimal team support structure and talent to support the design, changes and deployment

• Lead, and manage Inside Sales team across multiple geographical locations

• Collect and provide analysis to ensure service optimization

• Drive the business forward through continued leadership and insights while developing and strengthening the service workforce

• Drive the performance, development and growth of the Customer Experience Team

• Directly supervise a team of approximately 10 Customer Experience Representatives.

• Responsible for employee development and training in collaboration with Area Customer Experience Manager and corporate Training department

• Drive field level profitability through various methods in conjunction with the corporate Pricing Team and field level analysts

• Be the point of contact for communicating any field feedback to the corporate Supply Chain and Pricing teams

Qualifications:

• Bachelor's degree from four-year college or university; and minimum of five years of experience and/or training; or equivalent combination of education and experience.

• Valid driver's license.

• Strong team player who operates with high levels of integrity, trust and respect for the individual.  Must take an authentic approach to collaboration leading to a collective success across the broader end-to-end organization

• In-depth knowledge of all facets of a distributorship.

• Experience in training and developing employees.

• Strong analytical and problem solving skills.

Physical Demands:

• Occasionally standing and walking. Most of the time sitting, use of hands/fingers, talking/hearing. Often reaching with hands/arms.

• Ability to travel 5 - 10% of the time, with overnight stays, through assigned territory. 

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Total Rewards and Benefits

Crescent Electric's compensation package includes an array of top-tier benefit options, including: 

• Eligibility for health,  and dental, vision coverage, 401(k) plan, and flexible spending accounts, subject to plan terms.
• Eligibility for company-paid benefits such as life insurance, short-term disability, long-term care, and Employee Assistance Program, subject to applicable waiting periods.
• Excused Absence time off and Paid Time Off (PTO).
• Company-paid holidays.
• Other benefits for which you may be eligible includes supplemental life insurance, hospital indemnity, and accident and critical illness benefits with cancer coverage.
• Eligibility: Employees are eligible for health, dental, vision, and life insurance benefits on the first of the month following 30 days of employment. Employees who are 21 years of age or older will be automatically enrolled in the company's 401(k) plan once they achieve 90 days of employment.

Family Owned. Culture of Quality. Opportunities to Advance.

Crescent is transforming and we are on a mission to power the communities we serve through teamwork and relentless customer focus. We have a vision of uncompromising teamwork committed to becoming the industry leader for our employees, suppliers, and shareholders. At Crescent, you will have the opportunity to develop professionally, grow personally and have the flexibility to balance your life's priorities. Let's serve together. Let's power our communities together. Let's become THE industry leaders...together.

Crescent Electric Supply Company is proudly an Equal Opportunity Employer. Crescent Electric does not discriminate on the basis of age, color, race, national origin, gender, religion, marital status, disability, veteran, military status, sexual identity or expression, sexual orientation, or any other basis prohibited by local, state, or federal law.

Veterans and military spouses are highly encouraged to apply. We recognize and value the unique strengths of the military community in supporting our mission to serve those who have served.

Candidates are subject to pre-employment assessments, Motor Vehicle Record review, criminal background checks, references check, and a post-offer drug screen. Crescent Electric is committed to the full inclusion of all qualified individuals. As part of this commitment, Crescent Electric will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact