Client Experience Leader

At Westrock Coffee, we are looking for Team Leads who are organized, reliable, results-driven and can bring out the best in their team to help them reach their full potential. They must have a practical mind to solve problems on the spot partnered with an ability to see the "big picture" and make improvements.
Westrock Team Leaders know how to engage productively and positively with the CET Specialists helping to escalate issues appropriately and able to exhibit an abundance of patience to appease the most difficult clients. Advanced conflict management skills are preferred.
Westrock Team Leaders are expected to understand that personal development is a never-ending journey. We believe in self-growth and admitting to our mistakes. Transparency and openness are building blocks in our foundation at Westrock Coffee. We want people who are driven to be better. We encourage growth and provide the tools and opportunities to grow within the company.
We need team players who understand that success is measured not only on an individual level, but also at a team level. Communication is important not only with Clients, but also with the team. We are team-focused and depend on collaboration top to bottom.
We are looking for go-getters with a sense of urgency. We need team members not only to provide an exceptional Client experience, but Leaders who will follow-up and follow through with requests, tasks or projects assigned. Westrock Coffee is continually evolving and growing in our business, so flexibility and agility are important traits we value.
Responsibilities/Duties:
Handle daily operations - oversee assigned Specialist and Coordinators in their organization making sure correct procedures are followed and routinely give directions to their staff on what to do and how to improve in a positive manner. Multi-tasking with ease to handle the needs of various reps at the same time.
Motivating and Setting Goals - encouraging them to do better and to take their work seriously is essential, because we all know that day in and day out Client interactions can be challenging. Set goals and motivate employees to achieve them while providing positive incentives to increase productivity!
Hiring and Training Staff - Responsible for the recruiting of exceptional staff knowing what the company wants from its Client Experience Team. Ensure timely access for all required systems and locations ensuring the new hire is able to complete responsibilities on day one.
Seek Feedback -- good leaders know that those "in the trenches" often have interesting ideas and perspectives. Client Experience Team leaders ask their staff for input on how to increase productivity and better serve clients.
Evaluating Performance -- Client Experience Team leaders monitor how both their team, and its individual employees are performing. They think of ways to increase productivity and Client satisfaction. Their observations may be documented in written reports submitted to higher management.
Manages and resolves complex and/or highly sensitive Client issues with a sense of urgency and full transparency.
Proactively maintain extensive knowledge of Westrock Coffee and competitive coffee products.
Engage with Sales, Marketing, and other departments to continuously improve overall brand, brand presence and Client experience.
Develop presentations and talks to motivate and educate CET team members.
Communicate company goals to employees so every employee understands his or her role.
Provide back to the CET Lead Trainer in Reporting -- Create and deliver recurring and ad-hoc reports to CET members, CET Management, Internal departments, and Executive management helping to maximize the productivity and quality of Client care provided, monitor employee performance and monitor CET performance.
Qualifications:

* 2 years' experience Team lead or a similar position, managing performance, reporting performance, and providing training
* Client Experience (Customer Service, Accounts Receivable, Ordering, Billing, Marketing, Account Management and/or Inside Sales) experience is required
* 1 years EDI order management preferred
* Bachelor's degree preferred, or equivalent combination of education and experience
* Strong knowledge of Microsoft Office (Word and Excel)
* Billing or Ecommerce system experience preferred
* Experience using CRM, Accounting, or other software application
* Advanced verbal and written communication skills
* Advanced interpersonal and Leadership skills
* Advanced Conflict Management and problem-solving skills
* Ability to establish and maintain strong business relationships
* Ability to work on and/or lead a project team
* Ability to create a positive experience in every Client interaction and to communicate the Company's story and value to external parties.
* Ability to communicate and implement new ideas to improve your work and your team
* Detail oriented, with the ability to prioritize responsibilities through to completion
* Enthusiastic with eagerness to exceed expectations

Equal Opportunity Employer / Vets / Disabled

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus pay

Education:

• Bachelor's (Preferred)

Work Location: One location