Customer Experience Team Manager

Imperial Dade is a leading distributor of foodservice packaging, facilities maintenance supplies, printing papers, and equipment across North America. With a strong and growing presence in Canada, we proudly serve Canadian businesses and communities with the highest standards of quality, reliability, and service.

A Deep Canadian Legacy

Imperial Dade Canada is deeply rooted in the country, with over 135 years of Canadian history and a workforce of 1,500 Canadian employees. Our operations span 35 locations from coast to coast, including Saint John, Newfoundland and Vancouver, British Columbia—ensuring efficient service and local support nationwide. We are incorporated in Canada, and our 100% Canadian leadership team ensures that decisions for Canada are made in Canada.

Trusted by Canadian Businesses

We are a key distributor partner to many Canadian manufacturers, supporting long-standing relationships and ensuring the timely availability of high-quality products. Our Canadian customer service team understands the unique needs of Canadian businesses and delivers tailored solutions with a local touch.

**Responsibilities**:

- Lead and manage a team of Customer Experience Professionals (CXPs). Duties include but are not limited to timely order processing, responding to requests for information, reducing errors, problem resolution, and other internal and external inquiries.
- Responsible for growth & development of CXS, CXP I, II’s, III’s, & CXP Team Lead.
- Lead, manage, develop talent, and build an effective team of 8-15+ direct reports.
- Ensure compliance with SOPs, set standards of courtesy and professionalism.
- Guide and direct, coach and mentor, activities of CXP’s to ensure their interactions with customers reflect positively on the company; drive CX vision & purpose.
- Written performance appraisals including discipline up to termination.
- Responsible for implementation of departmental and individual performance goals
- Ensures team members are working to achieve these goals.
- Monitor daily activities of direct reports to ensure compliance with set service levels.
- Resolve escalated issues and/or or complex requests from customers - some examples include pricing, invoicing, credit, web or system issues, and shipping discrepancies.
- Liaise with internal teams such as sales, operations, and finance to analyze customer feedback, resolve issues, and develop areas for an improved customer experience.
- Adjust the company’s CX organizational structure to give more focus to the customer experience; monitor productivity metrics (orders, lines, sales, GTM, & phone metrics) and align the business needs accordingly.
- Provide quick responses to customer inquiries as a prompt resolution of customer issues.
- Oversee the hiring, orienting, and training of CXP Team to ensure an effective workforce.
- Define and implement standards/procedures to ensure an optimal customer experience.
- Connect with customers to gather information on customer opinion of rendered services.
- Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing the customer experience.
- Identify, monitor and resolve problematic customer issues including service failures.
- Solve a range of complex and overall challenging problems; analyzes possible solutions using standard operating procedures.
- Participate and present in segment update meetings with internal teams i.e. Sales.
- Work with internal teams to onboard new customer accounts.
- Attend training workshops and conferences to improve on existing job knowledge.
- Work with Customer Experience Centre Manager & Director to a align CXTM decisions to meet annual departmental budget.
- Assume responsibilities for special project work or additional responsibilities as assigned.

Qualifications:

- Bilingual (English & French). Employee needs to be able to communicate with the head office, outside vendors, and suppliers etc.
- Exceptional customer experience skills (friendly, courteous, proactive and helpful).
- Exceptional communication skills (active listening, verbal and written).
- High level of detail & quality of work output; exceptional decision quality.
- Works well under pressure, proven ability to excel in a fast-paced environment.
- Proven ability to recognize, analyze and resolve issues/service failures independently.
- Proven ability to prioritize and consistently achieve goals as set out by management.
- Strong time management and organizational skills - speed, flexibility and agility.
- Demonstrates a collaborative and influential approach working with others.
- Ability to implement Imperial Dade Canada’s services, processes and procedures - previous Imperial Dade Canada’s experience and understanding preferred.
- Demonstrated ability to develop training, coaching and peer to peer mentoring skills.
- Demonstrates a willingness to learn and adheres to Imperial Dade Canada’s core values.
- Ability to diffuse sensit