Customer Experience Manager - Buechel Stone Corporation

Benefits: Medical, Dental, Vision, Life Insurance, Short and Long Term Disability, 8 Paid Holidays, Paid Birthday Off, Paid Vacation, Paid Annual Volunteer Day, Extreme Anniversary Program, & 401(k) Plan

About Us:

Buechel Stone is a family owned and operated company that is headquartered out of Wisconsin with production facilities in Kansas and North Carolina. We are a natural stone company that prides itself on being THE BEST EXPERIENCE in natural stone for both our customers and employees.

About You:

How do you know if Buechel Stone is the right place for you? Simple. Are you looking for a place where the ownership group CARES about their employees? Do you OWN up to tasks and jobs that you have and have INTEGRITY when things are not going right? Do you like to have FUN and GET STUFF DONE? If these are resonating with you, then you are in the right place.

Summary:

This role is responsible for directing all activities that affect the customer experience. The Customer Experience Manager will work directly with the Marketing Manager, VP of Business Development and Director of Operations to ensure all aspects of the customer's experience are executed. Major duties include attending weekly L10 meetings for sales, design centers and marketing & operations as needed. Giving guidance to the leaders as rocks, metrics and weekly plans go off track. While the customer experience manager is not responsible for holding the Rockstars directly accountable for metrics, he/she can coach Rockstars if they see fit.

Role and Responsibilities:

• Manage the Customer Experience Dashboard
• Direct actions and ensure completion of CARRS as it relates to the Customer Experience
• Monitor and ensure collaboration between the marketing, design center, sales and operations teams to ensure the customer's experience is always priority
• Maintain Buechel Stone brand identity for all front-stage activities to achieve best experience
• Strengthen and streamline backstage activities for consistent processes
• Have weekly conversations with sales representatives to check on: calls/meetings from the week prior, this weeks calls/meetings, rock progress, leads, quotes and closed deals. After meetings, provide the VP of Business Development with all metrics not meet.
• Review CRM to ensure data accuracy and timeliness of all open leads and opportunities are follow up and ultimately won or lost.
• Perform other duties as required

Qualifications and Education Requirements:

• Excellent written and verbal communication skills
• Excellent presentation skills
• Outstanding customer service skills
• Professional presentation and appearance
• Excellent organizational skills and attention to detail
• Valid driver's license
• Experience with CRM software (HubSpot preferred)
• Knowledge of Microsoft Office suite of programs
• Bachelor's Degree (preferred)

Competencies:

• Communication Proficiency
• Organizational Skills
• Time Management
• Leadership
• Presentation Skills
• Teamwork Orientation
• Business Acumen
• Project Management

Work Conditions:

• Office Environment

Hours will be Full-Time - Approximately 45/week based of the needs of the job and business