Job description
Company Overview:
SiteOne Landscape Supply is the largest and only national wholesale distributor of landscaping products in the United States and Canada. With over 700 branches across the U.S. and Canada, we offer a comprehensive selection of products including: irrigation supplies, fertilizer and control products, nursery goods, hardscapes, landscape lighting, drainage and erosion control products, tools, and other landscaping accessories and supplies. Position Overview:
THE INFORMATION CONTAINED HEREIN IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND QUALIFICATIONS REQUIRED OF INDIVIDUALS PERFORMING THE JOB. THE QUALIFICATIONS DETAILED IN THIS JOB DESCRIPTION ARE NOT CONSIDERED THE MINIMUM REQUIREMENTS NECESSARY TO PERFORM THE JOB, BUT RATHER AS GUIDELINES. THEY MAY VARY FROM POSITION TO POSITION.
SiteOne associates are customer obsessed, always safe, continuously improving, and having fun! Whether you are experienced in the green industry, a professional looking for a career change, or a new graduate or veteran transitioning into the workforce, we are confident you will find opportunity and reward with SiteOne.
SiteOne Landscape Supply is the largest and only national wholesale distributor of landscaping products in the United States and Canada. With over 700 branches across the U.S. and Canada, we offer a comprehensive selection of products including: irrigation supplies, fertilizer and control products, nursery goods, hardscapes, landscape lighting, drainage and erosion control products, tools, and other landscaping accessories and supplies.
The Customer Experience (CX) Specialist will travel locally in his or her area to work with our branches, sellers, managers, and customers in supporting their digital business. Responsibilities include:
- Increase online engagement and E-Commerce sales penetration in your respective region through digital evangelism with branch associates, sellers and most importantly, our customers.
- Use enthusiasm to promote SiteOne.com with our customers by demoing our site and app at customer visits, seller ride-alongs, regional conferences and branch counter days
- Work with all the branches to make sure we are hitting our customer SLAs (Service Level Agreements) for all online orders. BOPIS, delivery, and parcel.
- Create and share out periodic reporting (weekly/monthly) and tracking of all digital metrics on both macro and micro levels.
- Provide feedback to the E-Commerce development team on future site or process enhancements.
- Regional and branch communication surrounding digital metrics and P&L.
- SiteOne.com and Mobile App training with SiteOne associates. Including regular communication about updates to site, upcoming releases, and feedback.
- Be a creative problem solver for both simple and complex issues using resources and intuition to complete immediate results.
- Overcome adversity from the creative change individuals will experience.
- Ability to work independently and as a team in a fast paced and high-volume work environment.
- Willingness to travel both regionally and nationally frequently for training, customer meetings as well as focus groups.
- Must be self-motivated and operate with a sense of urgency to meet tasks deadlines.
- Ability to communicate effectively with large groups; receive and provide feedback accordingly.
- Must be detail-oriented, highly organized and able to multi-task.
- Must be customer service oriented and strive to provide the highest level of customer satisfaction.
- Willingness to run trials in region, fostering a test-learn-iterate culture to constantly evolve the SiteOne digital experience.
- Preferred: Digital enthusiast who emerging trends in technology and E-Commerce that better improves the SiteOne customer experience.
- Preferred: Proficiency in Microsoft Office apps like Word, Excel and PowerPoint
EDUCATION AND EXPERIENCE:
- Minimum 1-year experience supporting omni-channel initiatives via branch, warehouse or other support functions
- Experience working directly with customers and fellow associates, helping triage issues, drive sales
THE INFORMATION CONTAINED HEREIN IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND QUALIFICATIONS REQUIRED OF INDIVIDUALS PERFORMING THE JOB. THE QUALIFICATIONS DETAILED IN THIS JOB DESCRIPTION ARE NOT CONSIDERED THE MINIMUM REQUIREMENTS NECESSARY TO PERFORM THE JOB, BUT RATHER AS GUIDELINES. THEY MAY VARY FROM POSITION TO POSITION.
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