Customer Experience Team Leader

Job Category:

Customer Service

Job Family:

Product Strategies and Customer Experience

Job Description:

The Customer Experience Team Leader is responsible for ensuring customers have a positive and consistent experience with Schreiber’s products, services, and brands across all touchpoints.

This position owns understanding the Voice of the Customer, contributes to business growth, and meets Schreiber established business plans.  This position is also responsible for monitoring and reporting on KPI’s and leading cross-functional and customer initiatives that create innovative and mutually beneficial solutions.

What you’ll do:


* Responsible for leading, developing, and inspiring a team of customer-centric partners.  This includes working collaboratively to establish and monitor performance goals and encourage training and growth opportunities.


* Lead the team in creating a positive customer experience through understanding voice of the customer and proactively providing solutions to maximize customer satisfaction.


* Develops a team culture of accountability, influence, continuous improvement, technological innovation, and advocacy of change through partners, systems, and processes.


* Build internal relationships and understand key business processes to effectively lead a team that communicates and executes to customer requirements and expectations.


* Monitor, maintain and communicate service metrics.  Ensure knowledge and utilization of tools needed to perform essential duties. 


* Develop and maintain product knowledge to ensure thorough understanding of all product category offerings to customers


* Together with the leadership team, ensures compliance with Food Safety and Food Quality Plans, in addition to customer requirements.

Interprets and communicates customer requirements to plant production and/or support groups.

Establishes and Audits PCPs, CCPs and Standard Operating Procedures to define and monitor processes, to ensure customer requirements are met.

Reviews incidents during which the procedures are not met and determines appropriate corrective action for employees failing to follow standard procedures.

What you need to succeed:


* Bachelor degree


* 5-7 years of Customer Experience, Sales, Supply Chain, or related experience


* Demonstrated ability in leadership and organizational influence on behalf of the customer


* Self-motivated, creative and flexible


* Strong Communication Skills: Clear and effective communication to engage partners, teams, stakeholders, and customers.


* Empathy: Understanding and connecting with customers’ emotions to create positive experiences.


* Conflict Resolution: Handling customer complaints and internal conflicts is essential.


* Continuous Improvement: Identifying areas for enhancement and implementing changes.


* Collaboration: Building a team culture of cross-functional collaboration and innovation.


* Data...