Customer Experience (CX) Specialist

$72,000 - $76,000/Yr

SiteOne - Temecula, CA

Full-time - Entry Level

Temecula, CA

501-1,000 employees

Building Material and Garden Equipment and Supplies Dealers

About the position

The Customer Experience (CX) Specialist at SiteOne Landscape Supply is responsible for enhancing online engagement and e-commerce sales within their designated region. This role involves working closely with branch associates, sellers, managers, and customers to support digital business initiatives, promote the SiteOne.com platform, and ensure customer satisfaction through effective service level agreements (SLAs). The position requires frequent travel for training, customer meetings, and conferences, and emphasizes a customer-centric approach to problem-solving and communication.

Responsibilities

• Increase online engagement and E-Commerce sales penetration in the region through digital evangelism.
• Promote SiteOne.com by demoing the site and app during customer visits and events.
• Ensure compliance with customer SLAs for online orders, including BOPIS, delivery, and parcel.
• Create and share periodic reports on digital metrics at macro and micro levels.
• Provide feedback to the E-Commerce development team for site enhancements.
• Drive communication regarding digital metrics and P&L at regional and branch levels.
• Facilitate training on SiteOne.com and Mobile App for associates.
• Implement creative problem-solving for issues using available resources.
• Adapt to changes and overcome challenges in the digital experience.

Requirements

• Minimum 1-year experience supporting omni-channel initiatives.
• Experience working directly with customers and associates to resolve issues and drive sales.
• Ability to work independently and collaboratively in a fast-paced environment.
• Willingness to travel frequently for training and customer meetings.
• Self-motivated with a sense of urgency to meet deadlines.
• Effective communication skills for large groups and feedback exchange.
• Detail-oriented, highly organized, and able to multi-task.
• Customer service oriented with a focus on satisfaction.
• Enthusiasm for emerging trends in technology and E-Commerce.
• Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.

Nice-to-haves

• Experience in the green industry or related fields.
• Familiarity with digital marketing strategies.
• Knowledge of customer relationship management (CRM) tools.

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid Time Off
• Paid Holidays
• Tuition Reimbursement
• Product Discounts
• Opportunity for Advancement
• Paid Training and Business Certifications