Head of Customer Experience Operations

4 weeks ago

Richmond Hill, Ontario, Canada Global Industrial Company Full time

Overview:

For over 70 years, Global Industrial has established itself as a premier provider of private label and brand name industrial equipment and supplies across North America. Our extensive catalog features over one million products, catering to a diverse clientele that includes corporations, institutions, government entities, and individual consumers.

Key Responsibilities:

  • Leadership in Customer Experience: Drive the development and maintenance of a top-tier sales and customer service call center team. Formulate strategies to unify Inbound Sales and Customer Service into a seamless Customer Experience unit.
  • Performance Enhancement: Implement actionable strategies that translate into measurable outcomes for the team. Establish clear objectives for the customer experience management team and continuously analyze performance metrics to identify areas for improvement.
  • Collaboration: Work closely with sales leaders and team members to ensure consistent messaging and effective sales tactics that align with organizational goals.
  • Process Improvement: Partner with the Customer Experience Process Improvement team to prioritize enhancements that yield significant positive results for customers.
  • Marketing Integration: Align the Customer Experience team with marketing initiatives to boost customer engagement and retention.

Team Development:

  • Foster a positive work environment through strong leadership.
  • Inspire and motivate the team to meet and exceed key performance indicators (KPIs).
  • Establish clear performance objectives and expectations for sales and customer service representatives.
  • Encourage professional growth among team members through training and resource utilization.
  • Create a collaborative atmosphere that promotes open discussion and problem-solving.

Performance Management:

  • Set clear, actionable performance standards for team members.
  • Provide timely feedback and coaching to support individual performance improvement.
  • Ensure shared accountability for quality, quantity, and timeliness of service.
  • Monitor staffing levels and scheduling to effectively manage service volume.

Product Knowledge:

  • Maintain a thorough understanding of Global Industrial's industry and product offerings.
  • Stay informed about market strategies, competitive landscape, and industry changes that impact product sales.

Qualifications:

  • A minimum of ten years of experience in leading sales and/or customer service within a call center environment.
  • Proven track record of achieving and surpassing KPIs.
  • Strong coaching and talent development skills in a sales and service context.
  • Excellent organizational, time management, and communication skills.
  • Proficiency in Microsoft Office Suite and ability to work collaboratively across teams.

Equal Employment Opportunity:

Global Industrial is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind.

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