Job Name:
Customer Experience Specialist

General information

Location: Oak Park Heights, MN
Date:
20-Jun-2022
Company:
Andersen Corporation
Ref #:
1685
Job Category:
Customer Service
Oak Park Heights
MN

Description & Requirements

ANDERSEN CORPORATION SUMMARY

We’re focused on bringing more light into people’s lives by helping them create healthier, happier spaces to build memories and do what they love. This applies to our team, too. By celebrating our differences and embracing a positive work-life balance, we are recognized as a Yellow Ribbon company, one of Forbes Magazine’s 2021 "America’s Best Large Employers" and a "Best Employer for Diversity." As a 2021 Energy Star Partner of the Year, Andersen is also committed to environmental health and sustainability. No matter your role, you’ll have the opportunity to make a difference.

Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law.

POSITION PURPOSE:

Responsible for daily operational activities of a team. Supports the team as a subject matter expert, (process and/or product). Identify, develop, implement continuous improvements within the team. Understand order fulfillment process, coaching Customer Experience Representatives (CER) to best support Sales and customers to both grow sales, reduce operational costs, and improve quality.

POSITION RESPONSIBILITIES:
  * Subject matter expert for CERs and / or business partners, using business knowledge to resolve opportunities.
  * Uses strong written and verbal communication skills to respond to customer experience opportunities.
  * Provides day to day work direction to assigned team, ensuring processes support customer expectations.
  * Identify business improvement opportunities and lead initiatives to implement.
  * Train CSRs, customers and business partners on standard work and new processes.
  * May support customer service teams remotely while supporting logistics operations and customers within a specific market.

DIRECTION OF OTHERS:
  * Provides day to day work direction to assigned team.
  * Coach, guide, and train team members and may be project lead for intermediate level assignments, projects and initiatives.

MINIMUM SKILLS OR QUALIFICATONS:
  * Requires an associate degree or equivalent and on-the-job training (1-6 years total).
  * Understands delivery partner and customer needs and issues relating to the fulfillment process.
  * General knowledge of industry best practices.
  * Problem Solving/Opportunity Identification.
  * Experience coaching and training team members.
  * Must have solid writing, verbal, and presentation communication skills.

CULTURE AND BENEFITS:

"Be Orange. Be You" is how we express our belief that by embracing our differences and empowering you, we’ll be a stronger team able to accomplish what otherwise wouldn’t be possible. This Orange spirit has helped us become the #1 innovative window and door brand* and the one homeowners love the most.** It’s also why we’re committed to supporting you to approach each day with a bright outlook.

Benefits include, and are not limited to:

  · Medical/Dental/Vision/Life Insurance

  · Health Savings Account contributions

  · Paid holidays plus PTO

  · 401(k) plan & contributions

  · Professional development and tuition reimbursement opportunities

  · Charity contributions

  · Nationwide career opportunities

We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.

During 2022, each eligible Andersen employee will receive $1,000 for each full fiscal quarter they are actively employed and fully vaccinated against COVID-19. An eligible employee hired during a quarter will receive a prorated payment based on the number of days employed during the quarter. Those eligible include fully-vaccinated regular full-time and part-time employees (at least 20 hours per week) who are not subject to a collective bargaining agreement. These and other terms and conditions of Andersen’s 2022 Profit Sharing Plan, including the definition of full vaccination against COVID-19, are subject to change or termination without notice.