Specialist, Customer Experience Expert
Company: Careerbuilder-US
Location: Lakeland
Posted on: January 27, 2023
Job Description:
CHS Inc. is a leading global agribusiness owned by farmers,
ranchers and cooperatives across the United States that provides
grain, food and energy resources to businesses and consumers around
the world. - We serve agriculture customers and consumers across
the United States and around the world. - Most of our 10,000
employees are in the United States, but today we have employees in
19 countries. At CHS, we are creating connections to empower
agriculture.Summary---A Customer Experience (Cx) Specialist is an
enthusiast and dedicated to enhancing our customer experiences and
will track and help monitor all touchpoints of customer engagement
and identify ways to improve our customer attraction and retention
tactics surrounding products and services. This role will support a
variety of retail Customer Experience initiatives and participate
in analysis activities, improvement efforts and business readiness
planning activities. As part of the Customer Experience team this
role will require strong collaboration skills with product lines,
marketing, sales, IT (Information Technology), legal, and
operations teams across digital channels, phone, and in-person
touchpoints. ResponsibilitiesIn collaboration with the Retail
Customer Experience team as well as key partners mentioned above
this role will: -
- Manage multiple concurrent projects, including monthly and
quarterly analyses and reporting for customer touchpoints and
metrics, in addition to ad-hoc projects and short-term
requests---while collaborating with internal departments to
optimize the customer experience. -
- Seek to understand the needs, motivations, and emotions of
customers and take proactive steps to maintain positive
experiences.--- -
- Help track and analyze customer feedback through the voice of
customer and data sources to identify errors, inconsistencies, and
areas of improvement across the channels of interaction we have
with our customers. -
- Creation and maintainance journey models, storyboards, and
service blueprints to model, manage and align customer experience
strategies with marketing, comms, product line, operations, and
sales initiatives. -
- Develop and maintain network of business experts to provide
input, expertise, and digital product testing related to their area
of expertise. -
- Oversight and coordination of MyCHS certification program.
-
- Participate with MyCHS tech support team, customer service and
other support teams in managing customer inquiries/issues reported
through the contact center. -
- Participate in the development of training plans and
communications to inform customers about new digital product
features and functionalities, white glove touchpoints during
rollout and overall interactions with our Country locations. -
- Attend industry training and conferences for on-going
development in the Cx industry. -
- Provide input to enhance digital ag solutions and application
roadmaps. -Minimum Qualifications (required)
- A Bachelor's degree in Business, Marketing, or related
disciplines--- -
- 7+ years' experience as a customer experience specialist or
similar customer support role -
- Experience in gathering and interpreting customer experience
information - -
- Great organizational and time management skills - -
- Effective communication, collaboration, and problem-solving
skills -
- Exceptional interpersonal skills and relationship building
-
- Strong advocate of change -CHS offers a competitive total
compensation package. Benefits include Health, Dental, Vision,
Hearing, Life Insurance, Health and Day Care Savings Accounts, Paid
Vacation, 401K, Company Funded Pension, Profit Sharing, Long and
Short Term Disability, Tuition reimbursement, and Adoption
assistance.CHS is an Equal Opportunity Employer.
Keywords: Careerbuilder-US, Minneapolis , Specialist, Customer Experience Expert, Other , Lakeland, Minnesota
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