Customer Experience; CX Specialist

company overview

siteone landscape supply is the largest national distributor of landscaping products across the united states and canada. As a leading supplier of wholesale goods for green industry professionals, we have a long history of serving those who design, build, and maintain outdoor spaces – from lawns and gardens to golf courses, sport fields and more. We pride ourselves on knowing our customers and their business better than anyone else and providing them with a one‑stop shop of extensive inventory covering irrigation, lighting, turf and landscape maintenance, hardscapes, nursery, and pest control supplies.

at siteone, we are passionate about delivering an outstanding customer experience and will stop at nothing to help our customers win. We know that our associates are the key to this success, and our commitment to the siteone dna and support for our associates through development programs, benefits, and perks align with our vision to "be a great place to work for our associates".

We foster a culture of safety, teamwork, and continuous improvement. With over 800 locations and exciting expansion ahead, now is the perfect time to join siteone and grow stronger together™.

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.

• 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  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.
• drive regional and branch communication surrounding digital metrics and p&l.
• facilitate  and mobile app training with siteone associates. Training may include regular communication about updates to site, upcoming releases, and feedback.
• implement creative problem solving for both simple and complex issues using resources and intuition to generate immediate results.
• overcome adversity from the creative change individuals will experience.

• minimum 1‑year experience supporting omni‑channel initiatives, preferred.
• experience working directly with customers and fellow associates, helping triage issues, and driving sales.
• ability to work independently and as a team in a fast paced and high‑volume work environment.
• willingness to travel frequently, both regionally and nationally, for training, customer meetings, and focus groups.
• must be self‑motivated and operate with a sense of urgency to meet tasks and 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.
• enthusiasm for staying on top of emerging trends in technology and e‑commerce to drive changes that improve the siteone customer experience.
• proficiency in microsoft office, including word, excel and power point.

• competitive compensation
• medical, dental and vision plans
• paid time off, paid holidays
• dailypay available!
• 401k with company match
• tuition reimbursement
• lucrative associate referral program
• company apparel and work boot vouchers
• opportunity for advancement
• paid training and business certifications available
• free counseling services/employee assistance program
• life insurance and short‑ and long‑term disability insurance
• product discounts
• most branches never work sundays!

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