264 Customer Experience jobs in Cockeysville
CUSTOMER EXPERIENCE MANAGER
Cockeysville, Maryland
HOME DEPOT U.S.A., INC.
Job Viewed
Job Description
Position Purpose:
Customer Experience Managers (CXM) are members of the store leadership team that oversees execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage all activities required to ensure a safe opening and closing process. They coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. This position will be expected to teach, coach and train associates on The Home Depot policies and procedures and ensure all associates are working in a safe manner all the time. CXMs will communicate priorities, ensure daily tasks are completed and keep the store running smoothly. At times, CXMs may be the only Manager available and will be expected to make business and associate decisions in partnership with appropriate resources and following SOPs. CXMs will provide input to Store Manager and Assistant Store Managers on Associates performance through the ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection process as needed. Each associate has the responsibility of providing a safe working environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions, and working safely as to not endanger themselves, co-workers, vendors, or customers.
Key Responsibilities:
Direct Manager/Direct Reports:
Travel Requirements:
Physical Requirements:
Working Conditions:
Minimum Qualifications:
Preferred Qualifications:
Minimum Education:
Preferred Education:
Minimum Years of Work Experience:
Preferred Years of Work Experience:
Minimum Leadership Experience:
Preferred Leadership Experience:
Certifications:
Competencies:
Customer Experience Managers (CXM) are members of the store leadership team that oversees execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage all activities required to ensure a safe opening and closing process. They coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. This position will be expected to teach, coach and train associates on The Home Depot policies and procedures and ensure all associates are working in a safe manner all the time. CXMs will communicate priorities, ensure daily tasks are completed and keep the store running smoothly. At times, CXMs may be the only Manager available and will be expected to make business and associate decisions in partnership with appropriate resources and following SOPs. CXMs will provide input to Store Manager and Assistant Store Managers on Associates performance through the ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection process as needed. Each associate has the responsibility of providing a safe working environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions, and working safely as to not endanger themselves, co-workers, vendors, or customers.
Key Responsibilities:
- 25% - Customer Service / Experience - Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service. Lead GET culture and set the example, observe customer interactions, recognize wins and coach on ways to improve. Ensure Customer concerns are solved effectively and take necessary actions to resolve situations promptly. Ensure all associates understand the impact of excellent customer service, in-stock, and store appearance. Recognize great customer service behaviors. Provide feedback on service standards. Monitor customer flow through checkouts and take action to ensure customers are receiving fast.
- 25% - People - Provide in the moment coaching based on observations and behavior. Partners with ASMs regarding formal performance conversations and discipline. Recognizes associates for demonstrating expectations. Use recognition tools (BRAVO / Homer) to highlight associates demonstrating values-based behaviors and productivity. Walk Top/Bottom Sales and Shrink classes in the store with associates, reviewing safety, on-shelf availability, and Store Appearance Standards. Review productivity tasks across store tasking platforms and conduct quality walks of recently completed tasks. Walk off-shelf merchandising locations; ensure areas are set according to MAP or regional direction. Ensure associates have completed training requirements of position. Give input to ASMs on associate performance and participate in talent planning for all hourly associates. Assist SM and ASMs with associate interview and hiring process. Approve and address missed punches, variances, schedule changes, receive "call outs," and communicate with ASMs and SM regarding follow-up actions. Communicate and ensure associates adhere to store standards. Adhere to all Company policies and procedures and holds associates accountable for the same.
- 25% - Safety - Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times. Complete specified safety training courses applicable to role and follow all prevention policies and procedures. Use Proper PPE (Personal Protective Equipment) and guide associates on proper use. Utilize proper lifting techniques and educate store associates on these practices. Obey the required safe distances around Lift Equipment and guide other associates on the correct policies. Adhere to work rules identified in Standard Operating Procedures and inform store associates on these rules. Immediately correct unsafe conditions and offer assistance to customers who are shopping in an unsafe manner; ensure that aisles and flooring surfaces are safe. Ensure associates complete all store checklist in accordance with timing expectations. Provide input to associates, verify issue correction, and preventative action in put in place. Recognize store associates for safe behavior.
- 25% - Shared Manager On Duty - Lead store kickoff meeting and walk each department to ensure store readiness. Communicate messages, priorities and tasks to all associates. Perform Opening, Closing and MOD tasking as well as other whole store focus responsibilities. Conduct hand-off walk with the prior MOD before their shift ends; identify areas for focus or follow-up. Validate daily store priorities with ASMs and SMs. Ensure associates complete all store checklists in accordance with timing expectations. Provide input to associates, verify issue correction, and preventative action is put in place. Make sure all equipment and machines are functioning properly. Review current and upcoming events and ads to determine if any action is required; partner with appropriate DS or ASM as required.
Direct Manager/Direct Reports:
- This Position typically reports to Store Manager
- This Position has 0 Direct Reports
Travel Requirements:
- No travel required.
Physical Requirements:
- Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- None
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:
- None
Minimum Years of Work Experience:
- 1
Preferred Years of Work Experience:
- None
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Action Oriented
- Directs Work
- Builds Effective Teams
- Drives Engagement
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Customer Experience Specialist
21090 Linthicum Heights, Maryland
IDEX
Posted 10 days ago
Job Viewed
Job Description
If you're looking for a special place to build or grow your career, you've found it. Whether you're an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.
With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses ( around the globe, chances are, we have something special for you.
**BUSINESS OVERVIEW**
The Customer Experience Specialist position will be located at the Linthicum, MD US Valve site. Established in 1999 out of the growing needs of valves at Airtech Vacuum Inc., US Valve is a manufacturer of elastomer hinge check valves, dual disc check valves and medical ball valves sold through the US Valve and Techno Check Valves brands. We are best known for having the lowest pressure drop designs available. USV is ISO 9001:2015 certified.
USV's vision is to empower our employees to recognize and drive actions on opportunities, take calculated risks, and make data-driven decisions to double our revenue in 5 years. We will achieve this by developing our talent, delivering novel solutions, and solving unique customer challenges."
**POSITION SUMMARY**
The Customer Experience Specialist should be a subject matter expert on the company's Order-to-Cash process within our ERP system and Customer Relationship Management system (CRM), if applicable. The position will be responsible and accountable to our top customers to ensure we are accurate and timely with order processing/acknowledgement, urgently responsive to customer inquiries, shipment status, customer complexities/complaints, Return Material Authorization (RMA) processing, etc. The objective of the role and department is to provide our reoccurring customers with a great experience and ensure we are easy to do business with.
This role will be highly collaborative with sales, production, logistics, finance, and engineering.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**
_To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
+ Develop subject matter expertise of company's Order-to-Cash process in the ERP system defined as order entry, sales orders, and understand the flow of work orders, pick sheets, shipping, along with invoicing processes.
+ Owns Customer Experience function from beginning to end delivering an overall pleasant interaction including:
+ Key 80s account customer order entry, order acknowledgement, and assist with 20s accounts.
+ Key 80s account customer quotations for validated part numbers plus assists on other 20s quote requests as needed.
+ Key 80s account customer order status, shipment updates/tracking, and issues.
+ Key 80s account customer inquiries, complaints, RMA processing.
+ Owns and acts as an liaison for our customers being their internal advocate and escalating major customer changes/challenges to leadership while maintaining a company perspective.
+ Collects appropriate customer data for valid company decisions on order cancellations, returns, changes, and other related matters.
+ Assists with customer forecasting/planning functions to be proactive in meeting customer requirements. Interacts/Coordinates with inside and outside sales, production, engineering, logistics, and leadership to stay current on customer accounts, production, shipping status, and order fulfillment status to ensure smooth order processing.
+ Actively participates in cross functional meetings to represent the customer and provide their input/feedback.
+ Performs customer PO review for corrections with price, terms, export compliance, and escalates where required.
+ Enters new product item requests where needed to support system order function.
+ Collaborates with Inside & Outside Sales to provide internal customer account support, as necessary.
+ Provides phone support for incoming calls.
+ Supports customer account management, maintenance and records.
+ Always curious in continuing to develop knowledge of our products and services.
+ Assists with inventory management.
+ Other duties as necessary
**QUALIFICATIONS:** _To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
+ Excellent written and oral communication skills; ability to communicate with empathy and detail
+ Ability to convey a collaborative and positive attitude, even when interacting with difficult situations/customers
+ Strong organizational and time management skills, and ability to prioritize
+ Must have exceptional attention to detail
+ Self-starter with a strong sense of urgency and follow up skills
+ Ability to develop structured processes
+ Ability to navigate and collaborate across functions to problem solve topics for customers
+ Works effectively in a team environment; both with internal and external stakeholders
+ Consistently operates at the highest level of integrity and is never willing to compromise with regards to ethical standards
**EDUCATION and/or EXPERIENCE**
+ 2- or 4-year college degree preferred
+ 5+ years of work experience in customer service/support roles required
+ Highly proficient in MS Office Applications; especially Outlook, Excel, and Word
+ Highly proficient in ERP and CRM systems (JD Edwards / Oracle experience a plus)
**PHYSICAL DEMANDS:** _The physical demands described here are represented of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
+ While performing duties of the job, employee is required to move around and be still; use hands to handle objects, tools, or controls; reach with hands and arms; talk and hear.
+ Employee will occasionally lift average of 30 lbs.
+ Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
**WORK ENVIRONMENT:** **The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
+ Office working environment with occasional visits to the factory floor.
+ Required to wear safety glasses and utilize other safety equipment as required while present on the shop floor.
+ Noise level is minimal with intervals of spikes.
Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?
**Total Rewards**
The compensation range for this position is $58,200.00 - $87,200.00, depending on experience. This position may be eligible for performance based bonus plan.
**Benefits Package**
Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: is an Equal Opportunity Employer** . IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.
**Attention Applicants:** If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.
**Job Family:** Sales
**Business Unit:** Airtech
With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses ( around the globe, chances are, we have something special for you.
**BUSINESS OVERVIEW**
The Customer Experience Specialist position will be located at the Linthicum, MD US Valve site. Established in 1999 out of the growing needs of valves at Airtech Vacuum Inc., US Valve is a manufacturer of elastomer hinge check valves, dual disc check valves and medical ball valves sold through the US Valve and Techno Check Valves brands. We are best known for having the lowest pressure drop designs available. USV is ISO 9001:2015 certified.
USV's vision is to empower our employees to recognize and drive actions on opportunities, take calculated risks, and make data-driven decisions to double our revenue in 5 years. We will achieve this by developing our talent, delivering novel solutions, and solving unique customer challenges."
**POSITION SUMMARY**
The Customer Experience Specialist should be a subject matter expert on the company's Order-to-Cash process within our ERP system and Customer Relationship Management system (CRM), if applicable. The position will be responsible and accountable to our top customers to ensure we are accurate and timely with order processing/acknowledgement, urgently responsive to customer inquiries, shipment status, customer complexities/complaints, Return Material Authorization (RMA) processing, etc. The objective of the role and department is to provide our reoccurring customers with a great experience and ensure we are easy to do business with.
This role will be highly collaborative with sales, production, logistics, finance, and engineering.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**
_To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
+ Develop subject matter expertise of company's Order-to-Cash process in the ERP system defined as order entry, sales orders, and understand the flow of work orders, pick sheets, shipping, along with invoicing processes.
+ Owns Customer Experience function from beginning to end delivering an overall pleasant interaction including:
+ Key 80s account customer order entry, order acknowledgement, and assist with 20s accounts.
+ Key 80s account customer quotations for validated part numbers plus assists on other 20s quote requests as needed.
+ Key 80s account customer order status, shipment updates/tracking, and issues.
+ Key 80s account customer inquiries, complaints, RMA processing.
+ Owns and acts as an liaison for our customers being their internal advocate and escalating major customer changes/challenges to leadership while maintaining a company perspective.
+ Collects appropriate customer data for valid company decisions on order cancellations, returns, changes, and other related matters.
+ Assists with customer forecasting/planning functions to be proactive in meeting customer requirements. Interacts/Coordinates with inside and outside sales, production, engineering, logistics, and leadership to stay current on customer accounts, production, shipping status, and order fulfillment status to ensure smooth order processing.
+ Actively participates in cross functional meetings to represent the customer and provide their input/feedback.
+ Performs customer PO review for corrections with price, terms, export compliance, and escalates where required.
+ Enters new product item requests where needed to support system order function.
+ Collaborates with Inside & Outside Sales to provide internal customer account support, as necessary.
+ Provides phone support for incoming calls.
+ Supports customer account management, maintenance and records.
+ Always curious in continuing to develop knowledge of our products and services.
+ Assists with inventory management.
+ Other duties as necessary
**QUALIFICATIONS:** _To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
+ Excellent written and oral communication skills; ability to communicate with empathy and detail
+ Ability to convey a collaborative and positive attitude, even when interacting with difficult situations/customers
+ Strong organizational and time management skills, and ability to prioritize
+ Must have exceptional attention to detail
+ Self-starter with a strong sense of urgency and follow up skills
+ Ability to develop structured processes
+ Ability to navigate and collaborate across functions to problem solve topics for customers
+ Works effectively in a team environment; both with internal and external stakeholders
+ Consistently operates at the highest level of integrity and is never willing to compromise with regards to ethical standards
**EDUCATION and/or EXPERIENCE**
+ 2- or 4-year college degree preferred
+ 5+ years of work experience in customer service/support roles required
+ Highly proficient in MS Office Applications; especially Outlook, Excel, and Word
+ Highly proficient in ERP and CRM systems (JD Edwards / Oracle experience a plus)
**PHYSICAL DEMANDS:** _The physical demands described here are represented of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
+ While performing duties of the job, employee is required to move around and be still; use hands to handle objects, tools, or controls; reach with hands and arms; talk and hear.
+ Employee will occasionally lift average of 30 lbs.
+ Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
**WORK ENVIRONMENT:** **The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
+ Office working environment with occasional visits to the factory floor.
+ Required to wear safety glasses and utilize other safety equipment as required while present on the shop floor.
+ Noise level is minimal with intervals of spikes.
Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?
**Total Rewards**
The compensation range for this position is $58,200.00 - $87,200.00, depending on experience. This position may be eligible for performance based bonus plan.
**Benefits Package**
Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: is an Equal Opportunity Employer** . IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.
**Attention Applicants:** If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.
**Job Family:** Sales
**Business Unit:** Airtech
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0
Technical Project Manager, Customer Journey
21276 Baltimore, Maryland
Main Digital
Posted 3 days ago
Job Viewed
Job Description
Job Description
WHO ARE WE LOOKING FOR?
We are actively seeking a Technical Project Manager to join our team and lead all aspects of projects, for our clients. The ideal candidate will have extensive experience managing projects relative to the Customer Journey. Proficiency in agile methodologies is essential.
WHAT YOU'LL DO:
Reporting directly to our Resource Manager, as a Senior Specialist on our team, you will work onsite as needed in the office located in the greater Baltimore area. You will leverage your leadership skills to employ scrum master techniques in an Agile development practice to direct staff and resolve issues for requirements to be met.
QUALIFICATIONS:
WHAT WE OFFER:
Celebrated by Inc. 5000 for our rapid growth and award-winning workplace, Main Digital invites you to join our collaborative and forward-thinking team. As a Certified Women-Owned Small Business (WOSB), we champion diversity in tech. Our diverse teams combine management consulting expertise, innovative digital design, and advanced product engineering. Driven by our six core values, we lead in intelligent automation, platform technologies, and Agile methodologies to create unparalleled digital experiences. Join us as we empower people to create new possibilities through process and technology, reimagining the ways of work and enhancing experiences with digital transformation.
Ready to innovate? Explore a career offering competitive compensation, comprehensive benefits, and extensive development opportunities. Apply today and shape the future with us!
Main Digital is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), reproductive health decisions, marital status, personal appearance, matriculation, political affiliation, credit information, employment status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, homeless status, or any other status protected by federal, state, or local laws.
Requirements
WHO ARE WE LOOKING FOR?
We are actively seeking a Technical Project Manager to join our team and lead all aspects of projects, for our clients. The ideal candidate will have extensive experience managing projects relative to the Customer Journey. Proficiency in agile methodologies is essential.
WHAT YOU'LL DO:
Reporting directly to our Resource Manager, as a Senior Specialist on our team, you will work onsite as needed in the office located in the greater Baltimore area. You will leverage your leadership skills to employ scrum master techniques in an Agile development practice to direct staff and resolve issues for requirements to be met.
QUALIFICATIONS:
- 5+ years of proven experience in project management within a technology environment, with a working understanding of the SDLC.
- Strong proficiency with ServiceNow.
- Solid understanding of agile methodologies and experience in applying them to project management.
- Prior experience in the financial services industry is highly preferred.
- Excellent leadership combined with excellent communication and stakeholder management skills across all levels of the organization.
- Strong analytical and problem-solving abilities.
- Proven ability to bridge the gap between business needs and technical execution; able to "speak the language" of both without needing to be a developer.
- Ability to work effectively in a fast-paced, dynamic environment.
- PMP, PRINCE2, or similar project management certification is a plus.
- Proficiency in the MS Office Suite of products (PowerPoint, Excel, Word, SharePoint, PowerBI,etc.)
- Experience with Microsoft Project.
- Lead and manage end-to-end project delivery.
- Utilize ServiceNow to manage internal projects, track progress, and ensure timely resolution of issues.
- Apply agile methodologies to project management, including sprint planning, daily stand-ups, and retrospectives.
- Collaborate with cross-functional teams to gather requirements, define project scope, and develop detailed project plans.
- Facilitate effective communication between technical teams and business stakeholders to ensure project alignment and clarity.
- Monitor project performance, identify risks, and implement mitigation strategies.
- Communicate project status, milestones, and outcomes to stakeholders at various levels.
- Ensure projects are delivered on time and within scope and budget.
- Foster a culture of continuous improvement and innovation within the team.
WHAT WE OFFER:
Celebrated by Inc. 5000 for our rapid growth and award-winning workplace, Main Digital invites you to join our collaborative and forward-thinking team. As a Certified Women-Owned Small Business (WOSB), we champion diversity in tech. Our diverse teams combine management consulting expertise, innovative digital design, and advanced product engineering. Driven by our six core values, we lead in intelligent automation, platform technologies, and Agile methodologies to create unparalleled digital experiences. Join us as we empower people to create new possibilities through process and technology, reimagining the ways of work and enhancing experiences with digital transformation.
Ready to innovate? Explore a career offering competitive compensation, comprehensive benefits, and extensive development opportunities. Apply today and shape the future with us!
Main Digital is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), reproductive health decisions, marital status, personal appearance, matriculation, political affiliation, credit information, employment status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, homeless status, or any other status protected by federal, state, or local laws.
Requirements
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