Customer Experience Lead

1 month ago

Québec QC, Canada Saint-Gobain Group Full time
Position Description Job Summary

WHAT’S THE JOB?

We are presently looking for a Customer Experience Lead at our branches located in the Quebec/Ottawa area.

Schedule: Monday to Friday
Status: Full Time, permanent, On-site

Here’s what you’ll be responsible for in this role

Responsibilities

This position is responsible for ensuring that all incoming customer/sales calls, in person orders and e-mails are serviced thoroughly and professionally, by following through on quoted delivery dates, pricing and resolving customer concerns at one our busiest branches. You will work with a great branch team to deliver the following:

  • Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
  • Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
  • Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
  • Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
  • Travel and provide necessary training and guidance to employees on customer-centric approaches (soft skills and systems) and best practices to foster a customer-focused culture throughout the organization
  • Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
  • Other duties as required
Required Qualifications

Here is what’s important to have to apply:

  • Strong team player with excellent customer service skills and able to build and maintain lasting relationships with customers
  • Proactive & Positive to think like a customer, act like an owner, provide solutions and execute with impact
  • 2+ years’ experience in a similar role dealing with customer in-person
  • Exceptional verbal and written communication skills
  • Strong problem identification and resolution skills
  • Excellent organizational skills and attention to detail
  • Enjoys working in a fast-paced customer facing environment
Company Summary

On July 29, 2022 Saint-Gobain completed the acquisition of Kaycan, a manufacturer and distributor of exterior building materials in Canada and in the United States. With this acquisition, Saint-Gobain reinforced its worldwide leadership in light and sustainable construction by becoming the top siding player in Canada. We are excited to add new complementary products to our already broad offering of exterior building solutions.

In support of this acquisition, Saint-Gobain has an exciting career opportunity for a Customer Experience Lead at our branches located in the Quebec/Ottawa area to join our team.

Legal Statement

WHY WORK WITH US?

At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while our products make the world a more beautiful, safer, and sustainable home.

We look forward to hearing from everyone but please note that due to the volume of resumes submitted, only those selected for next steps will be contacted. To stay in touch with CertainTeed, follow us on LinkedIn, Facebook and Instagram.

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