Customer Experience Manager

3 months ago


Etobicoke, Canada Tayco Full time

Description

The Customer Experience Manager, under the direction of the Senior Manager, CSD & CE is responsible creating, implementing, and championing a strategic culture of Customer satisfaction at Tayco. The Manager is responsible for leading the Customer Service, Claims and Order Entry teams to create a culture at Tayco which showcases superior Customer service and core values. He/she expertly cultivates relationships and lasting partnerships in order to enhance their Customer experience.

**RESPONSIBILITIES**
- Accountable for ensuring the execution of high-quality Customer Service at Tayco.
- Create and implement strategic Customer Experience plans, in conjunction with Sales and Marketing.
- Lead the Customer Service, Claims and Order Entry teams to create a culture at Tayco which showcases our core values.
- Expertly cultivate relationships and lasting partnerships with Independent Sales Reps and Dealers to enhance their Customer experience.
- Implement and Cultivate a culture of Customer Experience; ensure everyone Team Member in the business understands the importance of each and every Customer.
- Establish and lead a high-performance team in order to meet and exceed Customer satisfaction and win more project business.
- Expertly handle Customer service inquires which may be escalated from staff; from priority dealers; or to assist with overflow.
- Implement and champion change in the Order Entry and Claims processes and procedures.
- Drive individual accountability and increased productivity among team members through leading by example and regularly holding 1:1s with the team.
- Proactively resolve problems that have the potential to affect the Customer’s service, efficiency, and/or inhibits productivity.
- Help resolve problems that affect the Customer’s interaction with Tayco.
- Create, deliver, and analyze performance metrics for teams; identify problem areas and take appropriate action
- Ensure appropriate resources and coverage of all areas.
- Create and launch processes for ensuring proper timelines and communication for priority dealers.
- Enhance Customer interactions by maintaining appropriate interpersonal skills and possessing extensive Tayco product knowledge.
- Periodically monitor interactions of Customer Service Representatives with Customers to ensure adequate quality control.
- Analyze Customer feedback in order to improve and Customer interactions.
- Provide coaching and training to all employees under his/her direction. Provide feedback and direction on a regular basis. Actively manage poor performance and address issues amongst the team.
- Perform other duties as assigned.

**Requirements**:
**QUALIFICATIONS**
- To be able to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
- 3-5 years of experience in Customer Experience roles and people management.
- Strong demonstrated Customer service and troubleshooting skills
- Strong understanding of Tayco products
- Ability to supervise employees, including organizing, prioritizing, scheduling work assignments as well as measuring and reporting results
- Ability to analyze and interpret client needs and offer the appropriate options, solutions, and resolutions required
- Proven conflict resolution, negotiation, and objection handling skills
- Ability to respond and adapt quickly in a dynamic and changing environment
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
- Good training, coaching, and mentoring skills
- Able to build and maintain lasting relationships with corporate departments, key business partners, and Customers
- Able to effectively communicate both verbally and in writing
- Ability to coordinate and organize meetings, exhibits, and other events
- Ability to adapt to and learn fast new software
- Professional telephone manners
- Attention to detail in all areas of work

**Benefits**:

- Salary Range: $70,000 - $75,000 per annum
- Extended Healthcare Plan (Medical, Disability, Dental & Vision)
- Active Social Committee with wonderful company culture
- Opportunities for growth and development
- Great people to work with

Tayco is one incredible Team, delivering on the ultimate in customer experience. If you want to join us on our journey, please submit your resume and cover letter by October 16th, 2024.

Pay: $70,000.00-$75,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Work Location: Hybrid remote in Etobicoke, ON M9C 1H5



  • Etobicoke, Canada ATLAS MACHINERY SUPPLY LTD Full time

    The Customer Experience Manager (CXM) inspires and drives the sales-merchandising culture at retail and sales-merchandising imperatives within each department. They take the lead in coaching and strive to consistently deliver the Atlas Experience. The CXM will also partner with the B2B Sales Team to provide a steady stream of lead referrals from the retail...


  • Etobicoke, Canada Michaels of Canada, ULC. Full time

    Store - TOR-ETOBICOKE, ON Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service. Assist Store Manager in leading and managing adherence to Standard Operating...


  • Etobicoke, Canada TD Bank Full time

    **Work Location**: Etobicoke, Ontario, Canada **Hours**: 15 **Line of Business**: Personal & Commercial Banking **Pay Details**: **Perform a broad range of customer service transactions, may provide information and/or advice on services, products, and/or solutions to existing or prospective TD customers.** **This role is required to understand customer...


  • Etobicoke, Canada Michaels of Canada, ULC. Full time

    Store - TOR-ETOBICOKE, ON We're here for the Makers! Come be a part of the team where innovation and teamwork come together to support the most exciting missions in the world! Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together. Deliver a customer centric shopping experience...


  • Etobicoke, Canada Tesla Full time

    What to Expect - Our Customer Experience Managers are seasoned retail veterans and naturally charismatic leaders. In this role, you will be responsible for collaborating with your Store leader to lead the recruitment, training, development and overall management of a dynamic store team that will help Tesla accelerate the world’s transition to sustainable...


  • Etobicoke, Canada Roam Full time

    Do you love people and consider yourself a driven individual? If you answered yes, then you're the right person to join our team as a Customer Experience Concierge. You'll be the first and last point of contact for Roam's client's to greet them in person, and help them get setup in their new vehicle. Roam's mission is to improve the way people access and...


  • Etobicoke, Canada TD Bank Full time

    **Customer Experience Associate - Ukrainian/Russian/Croatian Speaking**: - 425410BR **Job Category - Primary** - Retail Banking - Customer Service **Work Location** - 1048 Islington Ave, 1440 Royal York Road, 2972 Bloor Street West **Employment Type** - Regular **City** - Etobicoke **Time Type** - Part Time **Province/State** - Ontario **Hours** -...


  • Etobicoke, Canada TD Bank Full time

    **Customer Experience Associate**: - 416042BR **Job Category - Primary** - Retail Banking - Customer Service **Work Location** - 4335 Bloor Street West **Employment Type** - Regular **City** - Etobicoke **Time Type** - Part Time **Province/State** - Ontario **Hours** - 15 **Workplace Model** - Onsite **Pay Details** **Department Overview** At TD...


  • Etobicoke, Canada BRC Group - Tayco and BRC Full time

    Tayco is looking for an enthusiastic and passionate individual to join our growing and dynamic Customer Experience team. Tayco is a modern office furniture manufacturer where each individual makes a large impact. We are looking for someone who is aligned with our core values of Ownership, Progressive, Efficient, and Enjoyable Experiences. **THE...


  • Etobicoke, Canada Myant Full time

    **About Us**: At Myant, we are creating the world’s first expressive and continuous digital presence platform, enabled by integrating technology directly into clothing and augmented by other devices, wearables, and IOT. We see the evolution of society where every member gets to participate from anywhere and anytime through a whole-body experience, mostly...


  • Etobicoke, Canada Snuggle Bugz Full time

    We are seeking a charismatic and energetic individual to join our team as a Customer Experience Ambassador at Snuggle Bugz. As a key member of our retail sales team, you will play a vital role in providing exceptional customer service, building meaningful relationships with our clients, and promoting our products.About the RoleThis part-time position...


  • Etobicoke, Canada Snuggle Bugz Full time

    At Snuggle Bugz, we're seeking a charismatic and energetic Customer Experience Specialist to join our team. As a key member of our in-store team, you will provide exceptional customer service, build meaningful relationships with our friends, and drive sales through expert product knowledge.About the RoleThis part-time role is perfect for someone who enjoys...


  • Etobicoke, Canada IKEA Full time

    **Job ID**: 258454 **Date posted**: 18/09/2024 **Who you are** - You have at least 3 years of customer service leadership experience in a fast-paced retail environment or a distribution center (exchange & returns experience is a plus, but not necessary). - Working in a fun and energetic environment makes you excited; we work efficiently and as a team to...

  • Customer Experience

    7 months ago


    Etobicoke, Canada Clutch Technologies Inc. Full time

    **About Clutch**: We're on a mission to reinvent the way people buy, sell, and own cars. Are you game? Clutch is Canada's largest online used car retailer, delivering a seamless, hassle-free car buying and selling experience to drivers everywhere. Customers can browse hundreds of cars from the comfort of their homes, get the right one delivered to their...


  • Etobicoke, Canada Scotiabank Full time

    Requisition ID: 207810 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **About the role**: As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial...


  • Etobicoke, Canada Mattamy Homes Full time

    **Location**: GTA Ontario - 5 days/week - 2 days in Etobicoke office, 3 days on various sites **Company**: Mattamy Homes Canada **Department**: Greater Toronto, Urban **Employment Type**: Full-Time **Reports to**: Senior Manager, Customer Care *** When it comes to forward-thinking homebuilding and thoughtfully planned communities, Canadians think of...


  • Etobicoke, Canada Canada Goose Inc. Full time

    Company Description Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you're part of a movement that belongs to...

  • Manager, Customer Care

    7 months ago


    Etobicoke, Canada Mattamy Homes Full time

    **Location**: Etobicoke, Ontario - Hybrid (3 days/week in office) **Company**: Mattamy Homes Canada **Department**: Customer Care, GTA Urban Division **Employment Type**: Full-Time **Reports to**: Vice-President, Business Process & Customer Experience When it comes to forward-thinking homebuilding and thoughtfully planned communities, Canadians think of...


  • Etobicoke, Canada Prophix Software Inc. Full time

    **See what you can do with Prophix®** Prophix is a fast-growing global leader in financial performance management. Ambitious finance teams use Prophix One, our Financial Performance Platform, to improve the speed and accuracy of their decision-making with a harmonized user experience, stepping confidently into the next generation of finance. Headquartered...


  • Etobicoke, Canada Roam Full time

    Roam's mission is to improve the way people access and own cars because we believe mobility is an important part of modern life. With Roam, you can get a car on a monthly subscription with auto insurance, roadside assistance and maintenance included. Get your car delivered right to your door. Cancel anytime. No long-term commitments. The entire process from...