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 management of a top-tier sales and customer service call center team. Formulate strategies to unify Inbound Sales and Customer Service into a singular, effective 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 improvement opportunities.
  • Collaboration: Work closely with sales leaders and team members to ensure cohesive messaging and 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: Strengthen the connection between the Customer Experience team and Marketing to enhance customer engagement and boost retention rates.

Team Development:

  • Foster a positive work environment that encourages collaboration and open communication.
  • Inspire and motivate team members to meet and exceed key performance indicators (KPIs).
  • Define performance objectives and expectations for the management team and customer service representatives.
  • Encourage professional growth through training and development opportunities.
  • Manage personnel with integrity, creativity, and fairness.

Performance Management:

  • Establish clear, actionable performance standards for team members.
  • Provide timely feedback and coaching to support individual performance improvement.
  • Ensure accountability for quality, quantity, and timeliness standards across the team.
  • Monitor staffing levels and scheduling to effectively manage call/email/chat volumes.

Product Knowledge:

  • Maintain a comprehensive understanding of Global Equipment Company's industry and product offerings.
  • Stay informed about market strategies, competitive dynamics, and industry developments that impact product sales.

Required Competencies and Skills:

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

Equal Employment Opportunity Statement:

Global Industrial is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind. This policy applies to all aspects of employment, including recruitment, hiring, promotion, and training.

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