Customer Experience Center Representative

Job Description

POSITION SCOPE

We are searching for a hard-working, enthusiastic, and motivated individual to support a Customer Experience Center and join a growing global events team. The ideal candidate must be self-driven, professional, and have a track record of successful meeting planning and/or customer facing operations experience. Knowledge of customer briefing or metrics/data analytics a plus. The ideal candidate will have a minimum of 6+ years of relevant experience such as event/meeting planning, client support, hospitality, conference center operations, or executive briefing centers. We are seeking an individual who has a deep commitment to customer service and loves the challenge of exceeding client expectations.

The Representative, Customer Experience Center works independently and as part of a team that supports all aspects of customer visits, as well as Customer Experience Center operations and program strategic development. This includes project management, working with external and internal vendors, process development and implementation, internal program marketing, and managing meeting logistics in support of Rockwell Automation global sales led visits to our Milwaukee, WI location.This role also includes working directly withRockwell Automation global stakeholders throughout the organization to build trust and effective relationships to accomplish goals.

OBJECTIVE OF THIS ROLE

• Manage all day-to-day operations for the Milwaukee Customer Experience Center.

• Plan and consult with sales on customer visit opportunities, manage visit logistics, and host customers on-site during their visit.

• Support customer visit requests to our manufacturing facility in Twinsburg, OH.

• Manage room requests and reservations, calendaring systems, and supply inventory.

• Be knowledgeable on available discussion topics, tours, and experiences showcasing Rockwell Automation products and solutions.

• Work closely with building vendors (facilities, catering, security, etc.) for overall execution of customer visits and to ensure the center is always customer ready.

• Be a knowledgeable resource on general A/V functionality and work with IT/AV support personnel on center needs and improvements.

• Craft relevant communications and facilitate appropriate agenda development/prep calls.

• Nurture and build relationships with internal, vendor, and other briefing/experience industry contacts to craft and implement creative process improvements of center operations and overall customer experience.

• Troubleshoot and handle any issues that may arise during customer meetings.

• Work within Microsoft Dynamics and Power BI to track, analyze and report out on customer briefing program metrics.

• Develop short and long term goals for continual improvement.

• Document, maintain, and continually streamline overall policies, processes, and procedures.

• Execute fiscal responsibility incurred against department budgets.

Basic Qualifications:

• Bachelor's degree.

• Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Preferred Qualifications:

• Minimum 6+ years relevant experience.

• Passion for customer service and professional demeanor.

• Knowledge of executive briefing centers, client/customer facing roles, or other relevant skills/knowledge.

• Experience with small meeting planning or conference center operations.

• Experience interfacing with c-suite internal stakeholders and c-suite customers.

• Solid experience tracking, interpreting, and reporting program metrics.

• Self-starter, proven team player capable of prioritizing own work and/or problems simultaneously

• General knowledge of Microsoft Dynamics, Power BI, and other Microsoft Office applications.

• Ability to make informed decisions and prioritize program needs during fluctuating volumes of customer visits and program needs.

• Ability to execute outstanding customer service while dealing with ambiguity and changing meeting needs.

• Ability to keep focus on long term goals, while ensuring short term outcomes.

• Structured, organized individual who is capable of successfully handling multiple tasks.

• Strong written, oral and presentation skills required.

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We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.