Bilingual Customer Experience Lead

3 weeks ago

Québec QC, Canada Saint-Gobain North America Full time

HERE WE ‘GROW’ AGAIN

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 Bilingual Customer Experience Lead at our Quebec / Atlantic Canada branches to join our team.

WHAT’S THE JOB?

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

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
  • Computer experience: Microsoft Office,
  • Excellent organizational skills and attention to detail
  • Enjoys working in a fast-paced customer facing environment

We offer excellent training programs, opportunities for advancement, a comprehensive benefits package, as well as a stimulating and exciting work environment.

  • Besides a great work culture where we work hard, while trying to have fun with various events, regular company wide activities geared towards our employees and a strong safety culture
  • Excellent healthcare benefits package
  • Family Focus & Balance: Parental leave, paid time-off and Employee Assistance Program.
  • Financial Security: Competitive RRSP plan
  • Volunteer Day off: Give back to the community – each employee has one paid day a year that they can use towards volunteering their time and effort with a registered charity.
  • LiveWell Program: Rewarding you for living a healthy lifestyle.
  • And more

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.

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