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Director, Customer Experience

3 months ago

Richmond Hill, Ontario, Canada Global Industrial Full time

Corporate Overview

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

Responsibilities:


• Support Customer Experience management to develop and maintain an industry leading sales and customer service call center team.
o Develop the strategy to combine Inbound Sales and Customer Service into one cohesive Customer Experience team.
o Responsible for implementing and translating the strategy into tangible actions for the team.
o Develop clear goals and objectives for the customer experience management team.
o Continuous analysis of sales and service activities to identify opportunities to deploy improvements that assist sales and customer service representatives in meeting goals and objectives, e.g. improved training call/email/chat QA, coaching, WFM, etc.
o Track weekly and monthly activity metrics to ensure managers spend their time on the highest value add actions.
o Collaborate with other sales leaders and team members within the organization to ensure consistent messaging and sales tactics are being used to reach overall organizational goals.

• Partner closely with the Customer Experience Process Improvement team to guide improvements and prioritize process changes that will drive the most impactful positive results for the customer.

• Integrate the Customer Experience team more fully with Marketing efforts to improve the customer engagements and drive increased retention.

Team Development

• Provide strong leadership through a positive work environment.

• Coach, motivate and inspire the team to achieve and exceed KPI.

• Develop performance objectives with the management team clearly articulating responsibilities and expectations of the sales and customer service representatives.

• Promote professional development amongst managers, leads and agents by encouraging training and use of available resources to enhance skills.

• Create an atmosphere that allows associates to discuss issues and collaborate on solutions.

• Manage employees with a sense of integrity, creativity, fairness and assertiveness.

• Work with all levels of management and departments

Performance management

• Set clear goals that provide team members with actionable business performance standards & expectations.

• Manage individual subordinates' performance based on an agreed set of objectives by providing timely performance feedback and coaching as necessary.

• Partner with managers and leads to ensure shared accountability on all quality, quantity, and timeliness standards.

• Maintain and monitor staffing levels and scheduling to manage call/email/chat volume.

Product Knowledge

• Understanding of Global Equipment Company's Industry and products.

• Knowledgeable of GEC's market strategy, competitive landscape, unique value proposition and how we compete and win in the market.

• Keep current with competitor activities and industry changes that affect product sales information.

Competencies and skills

Core Competencies and Experiences:

• At least ten years of documented call center experience leading sales and/or customer service.

• Experience in related markets preferred.

• Demonstrated success in achieving and exceeding KPI.

• Proven experience with coaching, talent development in a call center sales and service environment.

• Disciplined self-starter, strong work ethic, strong organizational and time management skills

• Ability to organize, prioritize, work in a fast-paced environment, attention to detail, handle multiple tasks and work under time constraints is required.

• Excellent oral and written communication, presentation and negotiation skills are required.

• Proficient in Microsoft Office Suite.

• Working across organizational teams and functions to drive results and customer satisfaction.

• Developing/managing internal and external stakeholder relationships.

• Extensive knowledge of distribution channels and nuances – logistics, terms & conditions and marketing.

• Providing guidance, leadership, coaching and capability building to direct reports.

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.