Hybrid Customer Experience Supervisor

at CESCO

• Job title: Customer Experience Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Madison, United States

About the role

• Area Customer Experience Supervisor optimizing processes and leading Inside Sales teams at Crescent Electric. Overseeing employee development and ensuring team performance across multiple locations in Wisconsin.

Responsibilities

• Drive the standardization and optimization of processes that drive the Customer Experience with the Inside Sales team
• Oversee three critical workstreams: customer value & optimization, customer experience representatives development, training & optimization, and CX operations improvement
• Remove barriers, escalate issues, and provide resources needed to build and empower an effective team
• Ensure the team meets critical milestones, divisional commitments, and financial goals and timelines
• Execute Crescent Electric’s strategy to optimizing the Customer Experience and Service framework
• Lead the optimal team support structure and talent to support the design, changes and deployment
• Collect and provide analysis to ensure service optimization
• Drive business forward through continued leadership and insights
• Drive 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 corporate Pricing Team and field level analysts
• Be the point of contact for communicating any field feedback to corporate Supply Chain and Pricing teams

Requirements

• Bachelor's degree from four-year college or university
• 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

Benefits

• Eligibility for health, and dental, vision coverage
• 401(k) plan
• Flexible spending accounts
• Company-paid benefits such as life insurance
• Short-term disability
• Long-term care
• Employee Assistance Program
• Excused Absence time off
• Paid Time Off (PTO)
• Company-paid holidays
• Supplemental life insurance
• Hospital indemnity
• Accident and critical illness benefits with cancer coverage