Customer Experience Manager

2 weeks ago

Vaughan, Canada ASSA ABLOY Full time

Record is a leading provider of automated pedestrian door solutions, dedicated to delivering exceptional customer experiences. We are seeking a Customer Experience Manager to enhance our customer and product support, drive efficiency in order management. This role will be instrumental in maintaining strong relationships with customers.

As a Customer Experience**Manager, you will serve as the primary liaison between Record and our customers, ensuring prompt and effective resolution of customer concerns. You will oversee customer interactions, optimize processes, and work collaboratively across departments to enhance customer satisfaction. This role does not have direct reports and requires leadership in driving customer service excellence.

**Key Responsibilities**:

- Act as the primary point of contact for customer inquiries and product-related concerns.
- Manage and resolve sales order discrepancies and delays, proactively addressing customer needs.
- Oversee workflow management, ensuring that sales order requests are completed efficiently.
- Maintain and analyze customer reports to identify trends and improve order processes.
- Collaborate with internal teams to drive continuous improvements in customer experience.
- Provide ongoing customer and product support and training to internal stakeholders regarding best practices.
- Develop and maintain positive relationships with customers to foster long-term satisfaction and loyalty.
- Handle escalated customer concerns with professionalism and urgency.
- Manage Order Entry, Accounts Payable and Account Receivable personnel.

**Qualifications**:

- Minimum of 3-5 years of experience in customer service, account management, or operations within a fast-paced environment.
- Strong problem-solving and critical-thinking skills with a proactive approach to issue resolution.
- Excellent communication skills (verbal and written) with the ability to handle challenging situations effectively.
- Proven ability to manage multiple priorities and adapt to a dynamic work environment.
- Strong organizational skills with attention to detail and follow-through.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM or BC 365 systems.
- High school diploma required; post-secondary education in business, communications, or a related field preferred.
- Bi-lingual capability (English and French) is preferred

**Why Join Us?**
- Opportunity to be a key player in enhancing customer experience at a leading company.
- Collaborative and dynamic work environment.
- Competitive salary and benefits package.
- Career growth opportunities within Record.

**We are the ASSA ABLOY Group**
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access.

As an employer, we value results - not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

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