Customer Experience Director
4 weeks ago
Corporate Overview
Global Industrial is a leading provider of industrial equipment and supplies to businesses across North America. With over 70 years of experience, we offer a wide range of products through our website, corporate sales team, and full-color catalogs.
Key Responsibilities
As a Customer Experience Director, you will be responsible for developing and maintaining an industry-leading sales and customer service call center team. This includes:
- Developing a strategy to combine Inbound Sales and Customer Service into one cohesive team
- Implementing and translating the strategy into tangible actions for the team
- Developing clear goals and objectives for the customer experience management team
- Continuous analysis of sales and service activities to identify opportunities for improvement
- Tracking weekly and monthly activity metrics to ensure managers spend their time on high-value actions
Team Development
You will provide strong leadership through a positive work environment, coach, motivate, and inspire the team to achieve and exceed KPIs. You will also develop performance objectives with the management team, clearly articulating responsibilities and expectations of sales and customer service representatives.
Performance Management
You will set clear goals that provide team members with actionable business performance standards and expectations. You will manage individual subordinates' performance based on agreed-upon objectives, providing timely performance feedback and coaching as necessary.
Product Knowledge
You will have a deep understanding of Global Industrial's industry and products, as well as knowledge of our market strategy, competitive landscape, and unique value proposition.
Competencies and Skills
The ideal candidate will have at least ten years of documented call center experience leading sales and/or customer service, with a proven track record of achieving and exceeding KPIs. They will also have experience in related markets, strong coaching and talent development skills, and excellent oral and written communication skills.
EEO/AA Statement
Global Industrial provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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