Customer Experience and Logistics Manager

2 weeks ago

Montréal, Canada Good Protein Full time

Good Protein est une jeune entreprise en très forte croissance, qui a comme mission d'offrir des mélanges de superaliments naturels, qui sont non seulement remplis de bienfaits pour la santé et qui sont également remplis de bon goût

**Description du poste**:
Nous sommes à la recherche d'un Gestionnaire de l'expérience client et de la logistique compétent et motivé pour rejoindre notre équipe. Vous serez responsable de superviser l'équipe d'expérience client et de supporter les opérations de l’entreprise.

**Responsabilités**:

- Gérer et créer les horaires de l'équipe pour assurer une couverture adéquate
- Participer aux tâches relatives à l’expérience client (répondre aux demandes des clients en ligne);
- Superviser et supporter l'équipe d'expérience client en assurant une cohérence dans l’expérience offerte par l’équipe et un niveau de service calibré;
- Prendre en charge et répondre aux demandes particulières et/ou dossiers plus difficiles relatifs à l’expérience client;
- Contribuer à maintenir le dossier employé de chaque membre de l’équipe d’expérience client;
- Contribuer à l’embauche de nouveaux employés du service à la clientèle;
- Analyser les retours et remboursements des clients pour identifier les possibilités d'amélioration;
- Analyser les performances et les qualités de réponse des agents et fournir des commentaires individuels pour améliorer leur efficacité;
- Veiller à ce que les procédures établies soient respectées par les agents et proposer des améliorations si nécessaire;
- Participer au maintien et amélioration des procédures opérationnelles du service à la clientèle;
- Maintenir la documentation de formation à jour et former les nouveaux employés sur les procédures et les normes de l'entreprise;
- Effectuer diverses tâches administratives connexes pour soutenir les opérations globales de l'entreprise;
- Agir en tant que point de contact principal entre Good Protein et notre partenaire 3PL pour assurer une coordination fluide des activités logistiques liées à l’expérience client;
- Contribuer aux décisions relatives aux différentes situations en lien avec l’expérience client et les opérations;
- Supporter la coordination des achats;
- Supporter les autres fonctions opérationnelles de l’entreprise, et agir comme pont entre les opérations et le service à la clientèle.

**Qualifications clés**
- Expérience en gestion de personnel
- Diplôme d’études universitaires ou l’équivalent
- Forte orientation client et capacité à fournir un service exceptionnel.
- Esprit d'initiative et capacité à prendre des décisions éclairées
- Excellente maîtrise du français et de l’anglais, à l’écrit et à l’oral
- Excellent sens d’organisation, d’autonomie et de leadership
- Atout : connaissance de l’environnement Shopify

**Avantages**
- Faire parti d’une jeune entreprise en très forte croissance
- Possibilités d’avancement
- Produits Good Protein à rabais
- Repas préparés santé à rabais
- Horaire flexible
- Environnement de travail stimulant et dynamique
- Accès à un gym complet
- Terrasse, piscine et BBQ extérieurs
- Travail hybride
- ___________________

Good Protein is a young and rapidly growing company with a mission to offer blends of natural superfoods that are not only packed with health benefits but also taste great

We are seeking a competent and motivated Customer Experience and Logistics Manager to join our team. You will be responsible for overseeing the customer experience team and supporting the company's operations.

**Responsibilities**
- Manage and create team schedules to ensure adequate coverage
- Handle customer experience-related tasks (responding to customer inquiries online)
- Supervise and support the customer experience team, ensuring consistency in the team's service delivery and a calibrated level of service
- Handle and respond to specific customer requests and/or more challenging cases
- Contribute to maintaining employee records for each member of the customer experience team
- Participate in hiring new customer service employees
- Analyze customer feedback and refunds to identify improvement opportunities
- Analyze performance and response quality of agents and provide individual feedback to enhance their effectiveness
- Ensure established procedures are followed by agents and propose improvements if necessary
- Participate in maintaining and improving operational procedures for customer service
- Keep training documentation up to date and train new employees on company procedures and standards
- Perform various related administrative tasks to support the overall operations of the company
- Act as the primary point of contact between Good Protein and our 3PL partner to ensure smooth coordination of logistics activities related to the customer experience
- Contribute to decision-making related to customer experience and operations. Sup

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