Customer Experience and Retail Specialist

2 weeks ago

San Diego California, 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…

 

POSITION SUMMARY: 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-starter.

 

PHYSICAL DEMANDS:

Sitting: Sits at desk for long periods of time

Handling: Seizes, helps or works with hands

Lifting: Raises or lowers miscellaneous paperwork

Reaching: Extends hands and arms in any direction

Vision: Read computer and paperwork.

Stooping: Bends body downward and forward by bending at knees or waist.

Standing: Remains in standing position if required to perform various functions of the job.

Talking: Communicating by phone and in person

Walking and moving about on foot.

 

ENVIRONMENTAL:          

Noise: Works in conditions with constant or intermittent noise.

Temp/Weather: Works in an office environment

 

Here’s 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

  • Customer Experience and Retail Specialist

    1 week ago

    San Diego, United States Hawthorne Cat 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...

  • Customer Experience and Retail Specialist

    3 days ago

    San Diego, United States Hawthorne Cat 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...

  • Customer Experience and Retail Specialist

    1 week 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...

  • Customer Experience and Retail Specialist

    3 days 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...

  • Customer Experience Specialist

    2 weeks ago

    San Diego, United States Epic Gardening Full time

    **Customer Experience Specialist** Remote - San Diego, CA **If this sounds like you, weve got a fantastic position available**. This is the *perfect* role for someone who wants to spend their time helping people improve their gardens, and thus their lives. Someone who has multiple years of experience in making a customers interaction memorable in every way....

  • Customer Experience Specialist III

    2 weeks ago

    California, United States Cypress Human Capital Management Llc Full time

    OverviewCustomer Experience Specialist IIIPartner with Program Lead to support 2-3 acquisitions of new companies by ZendeskPartner with Customer Success and subject matter experts to build new processes and expansion plays for acquired companiesFacilitate meetings to review and examine identified needs and desired outcomesOwn documentation describing the...

  • Customer Experience Specialist III

    2 weeks ago

    California, United States Cypress Human Capital Management, LLC Full time

    Overview Customer Experience Specialist III Partner with Program Lead to support 2-3 acquisitions of new companies by Zendesk Partner with Customer Success and subject matter experts to build new processes and expansion plays for acquired companies Facilitate meetings to review and examine identified needs and desired outcomes Own documentation describing...

  • SAS Customer Service Specialist, SAS

    2 weeks ago

    San Diego, United States Best Buy Full time

    What does a Pacific Sales Customer Service Specialist do? This role is responsible for ensuring, fast, friendly, and accurate processing for all Pacific Sales customer transactions. The primary responsibilities of a Customer Service Specialist are to provide an excellent customer experience and the accurate processing of customer transactions, which include...

  • Retail Merchandiser

    3 weeks ago

    Sacramento, California, United States Winston Retail Full time

    Overview: Job Summary: Winston is looking for fashionable, passionate and energetic Retail Merchandisers with in-store merchandising experience in apparel, accessories and footwear.  As a merchandiser, you will be responsible for high level execution according to a planogram, sizing, stocking & filling in merchandise on the selling floor as well as...

  • Retail Service Specialist

    2 weeks ago

    San Gabriel, United States O'Reilly Auto Parts Full time

    Compensation Pay Range:$16.00 - $22.00 The Retail Service Specialist will support the Store Manager and Assistant Managers in areas of sales, customer service, store appearance, and store operations. This position will also assume shift management re Retail, Specialist, Customer Service, Store Manager, Service, Automotive

  • Support Specialist, Retail Technology

    1 week ago

    Carlsbad, California, United States Vuori, Inc Full time

    Job Description We are seeking an experienced Support Specialist to provide technical support and assistance to our retail locations and staff. The ideal candidate will be responsible for diagnosing, troubleshooting, and resolving technical issues related to hardware, software, AV, network, and POS systems. You will be required to provide excellent customer...

  • Experience and Retail Coordinator

    4 weeks ago

    Los Olivos, California, United States The Inn at Mattei's Tavern Full time

    Job Description The Experience & Retail Coordinator provides exceptional service and a warm welcome to all guests who participate in unique experiences offered by The Inn at Mattei's Tavern and who shop in the General Store on property. This position is responsible for setup, execution and follow through of all guest experiences at The Inn at Mattei’s...

  • Supervisor - Retail

    3 weeks ago

    San Diego, California, United States Goodwill Industries of San Diego County Full time

    About Us: Are you looking for meaningful work and want to make a difference?  Joining the Goodwill team could be a great fit for you!  At Goodwill we live and breathe our Core Values of Creativity, Credibility, and Collaboration.  We are a mission-integrated organization that is funded by resalable goods. Last year alone, we were able to keep 10...

  • Customer Support Specialist

    3 days ago

    San Diego, United States Alvys Full time

    At Alvys, customer experience is at the core of our business. As a Customer Support Specialist, you will represent our company across our customer base in the freight and logistics arena. Alvys Transportation Management System represents a comprehensive overhaul of our customers operating procedures and systems. As such, your work will be directly...

  • Customer Service Specialist

    6 days ago

    San Antonio, United States San Antonio Water System Full time

    The Customer Service Specialist in the Conservation Department is responsible for review, research, resolution and response of escalated customer concerns. ESSENTIAL FUNCTIONS - All Specialties. Provides written and verbal reports to management, as r Customer Service Specialist, Customer Service, Specialist, Retail

  • Retail Associate

    3 days ago

    San Diego, United States Moniker Group Full time

    **Retail Associate** Moniker General: Retail San Diego, California Minimum Experience **Entry-level** Moniker General is a new concept retail and community space introducing craft coffee and cocktails, lifestyle and home goods, and custom furniture all into one, unified store. With community at our core, we create spaces for conversations to happen and...

  • Retail Fit Expert

    3 weeks ago

    San Diego, California, United States Road Runner Sports Full time

    Overview:  JOIN THE FITNESS REVOLUTION!   Road Runner Sports is always looking for experienced Retail Sales Associates (we call them Fit Experts) to join the world’s largest running, walking, hiking, and athletic footwear retailer.   $17.00 - $21.00 an hour   About us Road Runner Sports is proud to have been recognized as the 2023 Footwear...

  • Customer Service Specialist

    4 weeks ago

    San Diego, United States Pure Infrared Sauna Studio Full time

    **About us** Pure Infrared Sauna Studio is San Diego's first fully immersive wellness recovery studio! Located on Bankers Hill in San Diego, we offer infrared sauna, cold plunge, salt therapy, red light and compression therapy. Wellness at it's finest. Our work environment includes: - Regular social events - Great company perks - Casual work attire -...

  • Customer Experience Ambassador

    3 weeks ago

    San Antonio, United States Tilson Built Company Full time

    Are you an outgoing person who loves meeting new people? Do you enjoy taking photos and creating memorable moments? Then this is the opportunity for you! Building a new custom home on your own land is one of the most important things our family of ho Customer Experience, Ambassador, Experience, Customer Service, Retail, Construction

  • Client Support Specialist

    3 days ago

    San Antonio, United States San Antonio Retail Merchants Association Full time

    This position performs various administrative functions for assigned professional collector and clients. The incumbent provides support in coordinating and securing itemized statements payments, bankruptcy verification, consumer disputes and all rela Support Specialist, Client Support, Specialist, Support, Retail, Business Services