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A customer experience specialist is responsible for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design or development, sales, marketing, account management, and so on, in order to keep fine-tuning the customer’s experience.
Provides key point of contact for external and internal customers, including marketing support for store operations to execute marketing objectives and initiatives. Overall focus will be to ensure internal and external customers have a consistent experience across all forms of communication and contact with CHEF’STORE.
Leads projects supporting marketing communications and events. Key focuses on project management for large meetings, events, developing and managing the communication including media, press releases, written communications, marketing materials; including the development of marketing materials, store flyers, in-store signage, and other needed collateral and sales calls.
New Ways of Work: This position has been segmented as hybrid meaning the work is a combination of 3 days onsite in Rosemont, IL or West Lin Or (Tuesday, Wednesday, and Thursday) and 2 days remotely (Monday, and Friday) as defined by the role segmentation.
RESPONSIBILITIES:
- Works with outside partners, contractors, and agencies to complete necessary tasks and job duties including supplies and maintenance items.
- Organize all vendor shows in conjunction with merchandising department.
- Communication of promotional campaigns.
- Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience - irrespective of where they occur in the journey - are plugged.
- Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters.
- Updates job knowledge by participating in educational opportunities.
- Works with and coordinates activities with third party agencies (social, website, new store, graphics design teams to ensure consistency.
- Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company.
- Create style guides and brand voice outlines for all public relations, marketing, advertising and other vital departments.
- Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience.
- Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app.
- Remaining under budget with all costs associated with each work stream.
- Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support.
- Define and implement standards/procedures for ensuring the optimal customer experience.
- Prepares for customer inquiries by studying products, services, and customer service processes.
- Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes.
- Accomplishes customer service and organization mission by completing related results as needed.
- Proofs and validates all marketing materials, including hot sheets, for accuracy.
- Organize all meetings, seminars, and other events related to training and development.
- Responds to customer inquiries by understanding inquiries, reviewing previous queries and responses, gathering and researching information, assembling and forwarding information, verifying customer’s understanding of information and answer.
- Records customer inquiries by documenting inquiries and responses in customers’ accounts.
- Manage and update customer CCPA compliance tracking.
- Works to coordinate and align event planning of critical meetings, training sessions, etc.
- Establishing and maintaining relationships with vendors and venues.
- Work with and guide internal/external partners such as print production, traffic, and creative development and marketing programs. This includes assuring the project meets strategy as outlined in the creative brief.
SUPERVISION:
- Third party vendors/partners including graphic designers.
- B&B Print Source contacts and relationship.
- Outside meeting event partners (travel agency, hotels, etc.).
- Combined efforts with US Foods teams.
RELATIONSHIPS:
- Internal: The incumbent is required to interact with all employees at all levels of responsibility throughout the company.
- External: The incumbent is required to interact with customers and other service providers.
Qualifications
- Education/Training: Four-year college degree in marketing, communications or related field or equivalent experience preferred but not required if applicable work experience.
- Related Experience: Minimum 1-2 years of experience in customer service and 2-3 years of marketing experience are required.
- Knowledge/Skills/Abilities:
- Product knowledge.
- Informing others.
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