Global Industrial Services Manager
5 days ago
About Us
">For over 70 years, Global Industrial has been a trusted partner for businesses across North America. Our extensive product portfolio and dedicated team enable us to provide tailored solutions that meet our customers' evolving needs.
">Job Summary
">We are seeking an experienced Senior Customer Experience Strategist to join our team. In this role, you will be responsible for developing and executing customer experience strategies that drive business objectives.
">Key Responsibilities:
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- Develop and execute a comprehensive customer experience strategy aligned with business objectives.">
- Act as a customer advocate, driving cross-functional initiatives that enhance customer engagement and satisfaction.">
- Analyze Voice of the Customer (VoC) data, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics, to identify trends and areas for improvement.">
- Oversee quality assurance and training programs, ensuring frontline teams consistently deliver high service levels.">
- Establish departmental KPIs and performance standards to track service quality and operational efficiency.">
- Develop a high-performance team through coaching, mentoring, and professional development initiatives.">
- Serve as the escalation point for complex customer issues, ensuring prompt and professional resolution.">
- Approve refunds, cancellations, and exceptions beyond the threshold set for supervisors.">
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Requirements
">To succeed in this role, you will need:
">- ">
- A Bachelor's degree in Business, Customer Experience, or a related field.">
- At least 5 years of experience as a Customer Service or Contact Center Manager in an environment with 14+ associates, including remote or multi-location teams.">
- LEAN Six Sigma certification or equivalent practical experience in process optimization.">
- Strong leadership skills with expertise in team development and cultural transformation.">
- Proficiency in customer service technologies, including CRM, workforce management tools, Power BI, Excel, contact ticketing systems, social media platforms, and VoIP telephony.">
- Highly analytical with excellent communication skills and conflict resolution expertise.">
- Ability to thrive in a fast-paced, multi-channel environment, balancing multiple priorities effectively.">
- ">
What We Offer
">We offer a competitive compensation package, including:
">- ">
- A comprehensive benefits program, including medical, dental, and vision coverage.">
- A 401(k) retirement savings plan with company match.">
- Flexible work arrangements, including remote work options.">
- Ongoing training and professional development opportunities.">
- A dynamic and inclusive work environment.">
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Equal Employment Opportunity
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