Customer Experience Manager - Sparks at Stellar Industrial Supply in Sparks, Nevada

Job Description:

The Customer Experience Manager is accountable for all day-to-day operations of the Sparks Branch in Sparks, NV, managing a small team (3) of warehouse, and customer service associates. The CEM (Customer Experience Manager) shall provide inspiration and leadership with integrity and passion, is expected to create a motivational atmosphere of continuous improvement and learning, while setting a good example for their employees to follow. 

The CEM is expected to achieve positive financial results by understanding and managing all branch related expenses, collaborating with the commercial team to meet or exceed sales and margin commitments by planning and executing an excellent customer experience for Stellar customers.

Essential Duties and Responsibilities:

Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential duty.

Manage and supervise Customer Service and Warehouse staff, including:

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  • Hire, train and if necessary, terminate the branch’s Customer Service and Warehouse staff, in conjunction with HR.
  
  
  • Develop the branch’s Customer Service and Warehouse teams to ensure that:
    
    
    
    • Each employee acts with integrity and a sense of common purpose towards the branch and company goals and as groups; they operate and communicate as an effective team.
    
    
    • Using all tools available, internal, and external customer expectations are consistently met or exceeded and customer service is prompt, professional and courteous.
    
    
    • Branch Core Functions are known to all branch employees, are performed diligently to achieve positive results, and are reported on regularly.
    
    
    • The entire branch facility (office space, warehouse, and showroom if applicable) is clean, organized, safe and efficient.
  
  
  • Work continuously to become more efficient in all areas of branch operations, using all available resources to improve our overall customer experience.
  
  
  • Evaluate staff performance and lay out specific clear goals for the upcoming year.


• Metrics and reporting:
  
  
  
  • Regularly measure the performance of the group against company KPI’s and post results against clear goals utilizing tools such as EDA and Branch Report Cards, etc.
  
  
  • Communicate regularly with the branch team about the goals and results


• Branch Inventory
  
  
  
  • Responsible for the integrity of the branch’s inventory, ensuring that proper procedures are followed to maximize inventory accuracy.
  
  
  • Communicate regularly with Product Management regarding inventory needs and demand changes.


• Sales:
  
  
  
  • Develop effective communication between the branch’s team and all other Stellar departments. The CEM will create a cohesive, collaborative environment in which these groups communicate regularly and effectively.
  
  
  • Support the company and branch sales and DCS goals by making customer visits, participating in SPR’s and overall connecting with customers.
  
  
  • Work directly with the Commercial team, Senior Management, and other resources on significant opportunities.


• Supplier relations:
  
  
  
  • Communicate effectively with supplier partners and their representatives.
  
  
  • Stay current regarding new products, promotions, supplier changes and other matters related to Stellar supplier partners.


• Community relations:
  
  
  
  • Understand the surrounding area and its industries, customer base, suppliers, and competition.

Supervisory Responsibilities:

• Assign and schedule work as needed for effective operations.


• Conduct professional and personal development as well as performance evaluations and disciplinary conversations with staff.


• Provide training and mentoring support.


• Interview and hire potential employees.


• Make salary recommendations as needed.

The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education: High School Diploma or equivalent

Experience:

• At least three (3) years' experience supervising and managing people 


• Experience in a customer service or service-related environment preferred

Skills and Abilities: Technical skills and soft skills that are needed to be successful in this position.

• Excellent leadership ability


• Adaptable and flexible to accommodate a dynamic environment


• Strong people skills with the ability to inspire and motivate others


• Superior verbal and written communication skills


• Proven organizational and analytical skills


• Proactive problem-solving ability


• Strong financial aptitude


• Results driven mentality


• Strong coaching and employee development skills and experience


• Knowledge of industrial distribution industry is desirable


• Proficient in Microsoft Office

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. 

• Minimal physical effort typically found in clerical work. Walking and/or standing as needed and minimal.

Work Environment:

• Marginal to moderate hazards that are typically predictable or well protected against