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Customer Experience Manager

Overview
Established in 1991, Speedco is a leading provider of on-highway lubrication and preventative maintenance services for the trucking industry. Speedco provides fast, efficient and convenient service to commercial truck owner-operators and fleets. Speedco's trained and dedicated teams strive to satisfy their customers with integrity, efficiency and quality service that is the best in the industry.
Speedco has a national network of 51 on-highway locations across the nation. Speedco is owned by Bridgestone Commercial Solutions, which is part of Bridgestone Americas Tire Operations.
Position Summary
Responsible for integrating current sales and marketing initiatives regarding products, programs, or service offerings to our customers. Accountable for service offering training, sales training, customer service training and execution, and ongoing development of cashiers and crew chiefs
Responsibilities
Core focus areas and key accountabilities:
Accountable for service offering training, sales training, customer service training and execution, and ongoing development of cashiers and crew chiefs.
Responsible for integrating current sales and marketing initiatives regarding products, programs, or service offerings to our customers.
Solicit, collect, and measure sales and service performance KPIs including but not limited to service offering performance, sales performance, and customer experience performance.
Analyze all areas of service offering and sales performance as well as customer service performance. PDSA countermeasures, action items, and follow up activities on an individual Teammate and store level.
Execute and administer development plans for individual Teammate process improvement as well as store-wide initiatives.
Assist with the interview and selection process for new teammates.
Directly responsible for the continued training of teammates performing cashier duties and all other sales related roles and or processes.
Responsible for completing teammate appraisals in a timely manner.
Responsible for tracking sales and process compliance related to the write and bill out process of customers.
Accountable for implementing company Marketing and Sales Promos.
Handle and follow up on customer complaints.
Coach and discipline teammates as needed for process or policy non-compliance as well as for any lack of performance related to KPIs and target goals.
Operational functions and responsibilities:
Promote and maintain a safe work environment for all Teammates and the Boss.
Ensure the store and Teammates can achieve and maintain compliance with all regulatory agencies.
Lead and mentor teammates to drive company strategies in the success of providing Speedco customers with the service they have come to expect.
Champion our company's initiatives.
Be able to lead, develop, and maintain a strong Team.
Assist managing our quality improvement processes to track, maintain and improve customer service as well as to prevent service failures.
Inspect store cleanliness and maintain to Speedco standards.
Maintain store equipment and tools to Speedco standards.
Assist in managing inventory controls and ordering of product.
Assist with shift schedules, assignments, activities, and time clock management.
Address and manage daily operational activities, assist with overall store operations.
Collaborate with Store Leadership to support all focus areas and accountabilities
Support and assist with all teammate training programs and initiatives.
Complete any other assigned task delegated by Store General Manager.
Qualifications
Qualifications & Requirements:
This position requires a High School education or equivalent. BS degree helpful.
2 years or more of retail managerial experience preferred.
Experience with class 6, 7 and 8 semi truck mechanics and or lubrications helpful.
Strong communication and customer service skills.
Excellent people relations skills.
Able to lead by example.
Build trust and respect to promote store success.

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