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Customer Experience Supervisor
As the Customer Experience Supervisor, you will develop the standardization and optimization of processes that drive the Customer Experience with their 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.
The location of this position is flexible, but frequent travel is required to support your teams in IL – Elk Grove Village, Cary, and Joliet.
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.
QUALIFICATIONS:
• 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.
• Knowledge of electrical distribution.
• Strong analytical and problem solving skills.
SUPERVISORY RESPONSIBILITIES:
• Carry out supervisory responsibilities in accordance with the organization’s policies, procedures and applicable laws.
• Must set clear expectations and goals and helping employees to achieve them.
• Demonstrated ability to drive transformational change including the ability to influence employees to embrace change through clear communications and definition of inspiring vision(s) for the future.
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 is proudly an Equal Opportunity Employer. Crescent Electric Supply 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.
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