Customer Experience Specialist

Under the direction of the Marketing Manager, the Customer Experience Specialist (CES) is responsible for enhancing the overall customer journey by focusing on various aspects such as customer support, facility improvements, customer surveys, data analysis, event management, retail operations, and monitoring key metrics.
This will be across the JX Truck Center brand and may expand to maintenance across multiple brands including, but not limited to, Alltrux Truck & Trailer Parts, Marquette Mountain Resort, Amcan Truck Parts, and Total Appearance.
Work Location: In Office for first 90 days, then evaluated for Hybrid work status Pay: $55,000-$70,000 / year Essential Duties and Responsibilities: Facility Improvements Identify opportunities for facility improvements to create a cohesive and positive experience for customers across 27+ branch locations.
Develop strategies for improvements, an implementation plan, and budget to ensure brand consistency including interior and exterior signage, showroom displays, drivers lounges, etc.
for new and current facilities.
Collaborate with facilities management to address and resolve any issues affecting the customer experience.
Monitor and implement enhancements and changes to maintain a positive customer experience.
Customer Management Design and conduct customer surveys to gather valuable insights into their experiences.
Analyze survey data to identify trends, areas for improvement, and opportunities for innovation.
Develop action plans based on feedback to continuously enhance customer satisfaction.
Respond to customer inquiries and feedback via Google My Business, web platforms, and social media in a timely manner.
Customer Data Analysis Utilize customer data and identify customer needs to take proactive steps to build actionable insights and recommendations on products and services.
Work closely with analytics tools and platforms to track key performance indicators related to customer experience.
Collaborate with internal teams to implement data-driven strategies for improving customer interactions and build brand awareness.
Event Management Plan, organize, and execute customer-focused events to enhance brand loyalty and engagement.
Coordinate with marketing and sales teams to align events with overall business objectives to bring new ideas on how we can provide unique experiences for all attendees while obtaining new leads and gathering customer data.
Evaluate event success and gather feedback for continuous improvement.
Retail Management Oversee retail operations to ensure a positive and seamless customer shopping experience.
Collaborate with the retail team to optimize product placement, promotions, and overall store layout.
Monitor and implement enhancements to ensure seasonal items and promotions, new product placement, and freshness of grab-and-go merchandise.
Travel Willingness to travel to all 27+ locations on a regular, scheduled basis.
The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.
An individual in this position must be able to successfully perform the essential duties and responsibilities listed above.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Minimum Qualifications: Bachelor’s degree in marketing, communications, advertising, business management, or in a related field preferred.
Experience in gathering and interpreting customer experience information.
Solid knowledge of online customer engagement platforms and channels.
Merchandising/signage expertise: developing layouts, retail spaces with merchandise including hard and soft goods, making requests from marketing for appropriate POP/seasonal signage.
Proficiency in standard office software (Google applications).
Exceptional interpersonal skills and a client-centered approach.
Great organizational and time management abilities.
Superb communication, collaboration, and problem-solving skills.
Willingness to travel regionally as needed by car/plane to assess locations and mockup locations for branch-wide implementation.
JX Enterprises, Inc.
is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Education Preferred Bachelors or better in Marketing Licenses & Certifications Preferred DL Skills Preferred Analytical Skills Communication Skills Presentation Skills Relationship Building Skills Time Management