Customer Experience Director (Orlando, FL)

Customer Experience Director (Orlando, FL) Job Category** : Customer Service

Requisition Number **: CUSTO01940

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Job Details Description WHY JOIN THE AMES COMPANIES Our employees are our greatest assets, that is why we provide excellent comprehensive benefits. ? Medical ? Dental ? Vision ? 401(k) ? Life Insurance ? Disability (STD/LTD) ? Caregiving Support ? Critical Illness ? Hospital and Accident Coverage ? Employee Assistance Program ? Telehealth ? Wellness ? Paid Holidays ? Vacation Days ? Employee Stock Option Plan ? Tuition Reimbursement ? Identity Theft Protection ? Pet Insurance ? Health Case Management, and much more. We are environmentally conscious and responsible. Proud supporters of local and national charities, and we provide immense growth opportunity! Check out our video: WHO WE ARE Check out our video: WHO YOU ARE As the Customer Experience Director

you are responsible for overseeing, organizing, planning and monitoring The AMES Companies Customer Experience Team to include order management, customer service and digital experience. This role will monitor and implement strategic initiatives to ensure the timely management of order processing, the timely and valuable responses to our customers, professionals and consumers questions and complaints. This role will also manage the digital interaction with the companys consumers (end users) and professionals (installers, builders, architects) to provide an industry unique state-of-the-art experience through the purchase experience. This position will continuously review current communication strategies for improvement as well as develop and implement new strategies that improve the customer, consumer and professional relationships and satisfaction which will be monitored through satisfaction surveys and net promoter score. WHERE YOU WILL WORK I n our State of the art Head Quarters in Lake Nona, Orlando, FL. (Where we have cold and hot brew coffee!) Covid-19 precautions- We are currently working remotely, until it is safe for us to be back with our teams in the office. WHAT YOU WILL DO Order Management

• Work with the Customer Experience Manager to ensure timely management of orders through the system.
• Provide strategic solutions to improve the order processing of EDI/API orders while developing strategies to decrease manual order entry over time. Customer Service
• Work with the Customer Experience Manager to encourage and motivate the Customer Service Teams to respond to customer inquiries and complaints timely while increasing satisfaction levels.
• Build a customer/consumer centric culture.
• Develop strategic initiatives to provide coverage to inquiries 7 days a week. Digital Experience Team
• Hire, train and develop a Digital Experience Team that is customer-focused and supports our companies mission to provide a seamless customer experience.
• Manage the Digital teams online functions, live chat, design consultation, etc.
• Manage the activities of the Digital Experience Team to ensure their interaction with customers reflect positively on the company.
• Establish, with the support of IT, communication mediums through which consumers and professionals can readily contact our company and vice versa.
• Research and track trends in new techniques and technologies available to improve the digital experience. All
• Develop and implement standards and procedures for ensuring optimal experiences.
• Define and communicate customer experience metrics and monitor customer experience agents metric achievements with experience activities.
• Conduct surveys to gather customer opinions of rendered services and provide results to the team members.
• Organize training programs for new employees as well as existing employees to improve knowledge and enhance skills.
• Develop and coordinate new product launch training with team members through electronic or in person training.
• Set metrics and guidelines for employees to achieve throughout training and beyond.
• Coordinate with Product Development and Creative Services to gather new product information details and materials to support the customer experience and new product launches.
• Participate in the development and launch of an experience portal (CRM tool) that will be used by the Customer Experience Team to support the consumer and professional experience touchpoints. REQUIREMENTS
• Bachelors degree in Business Management or related field
• 5+ Years of experience managing a customer service team.
• 5+ Years experience managing order management.
• 2+ Years of customer service experience
• Experience working with a CRM tool, survey tools and telephony tools and metrics.
• Proficient in Microsoft Office (Outlook, Word. PowerPoint and Excel)
• Must have positive attitude and be customer focused.
• Understand and have experience with customer loyalty management, customer relationship management and customer value management.
• Well skilled in listening and effectively interacting with consumers and professionals to train the Customer Experience Team to be effective in their interactions and communications. PHYSICAL DEMANDS AND WORK ENVIRONMENT Physical demands described here are representative of those that must be met to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
• This position is located primarily in an office environment. At times the associate is required to sit for long periods of time.
• While performing the duties of this job, the associate may need the ability to lift and carry loads up to 50 pounds.
• Upon occasion, the associate may be exposed to a manufacturing environment and required to wear personal protective equipment. Work Authorization The Ames Companies will only employ those who are legally authorized to work in the United States. Equal Opportunity Employer The AMES Companies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. Qualifications Skills Behaviors : Motivations : Education Experience Licenses & Certifications
  
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