Head of Customer Engagement

4 weeks ago

Richmond Hill, Ontario, Canada Global Industrial Full time
Global Industrial Job Overview

Company Overview: Global Industrial has been a prominent provider of industrial equipment and supplies for over 70 years, catering to a diverse range of businesses across North America through multiple channels.

Primary Responsibilities:
  • Lead the Customer Experience division to cultivate and sustain a top-tier sales and customer service contact center team.
    • Formulate a strategy to merge Inbound Sales with Customer Service into a unified team.
    • Establish clear objectives and performance targets for the team.
    • Evaluate sales and service operations to identify areas for enhancement.
    • Collaborate with sales leadership to ensure uniform messaging.
  • Work alongside the Process Improvement team to implement significant changes that benefit customers.
  • Align Customer Experience initiatives with Marketing strategies for enhanced engagement.
Team Leadership:
  • Provide direction and foster a positive workplace culture.
  • Inspire and guide the team to surpass performance benchmarks.
  • Encourage professional growth and training opportunities for team members.
  • Promote teamwork and effective problem-solving among staff.
Performance Oversight:
  • Define clear performance expectations and offer constructive feedback to team members.
  • Ensure adequate staffing levels while monitoring call/email/chat traffic.
Industry Knowledge:
  • Comprehend the company's sector, product offerings, and market positioning.
  • Stay informed about competitor activities and industry developments.
Required Skills and Competencies:
  • A minimum of ten years in call center operations within sales or customer service.
  • Proven track record of meeting KPIs and mentoring teams.
  • Strong work ethic, organizational capabilities, and adaptability in a dynamic environment.
  • Exceptional communication and negotiation abilities.
  • Proficiency in Microsoft Office Suite and stakeholder engagement.
  • Experience in relationship building, logistics management, and achieving results.
Diversity and Inclusion Commitment:

Global Industrial is dedicated to providing equal employment opportunities and prohibits discrimination based on various factors. We strive to foster a diverse and inclusive workplace.

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