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Customer Experience Team Manager
3 weeks ago
Imperial Dade is the leading distributor of foodservice packaging, facilities maintenance supplies and equipment in the U.S. As a provider of customized supply chain solutions, the company serves customers in many business-to-business market segments including supermarkets, healthcare facilities, universities, and restaurants. Founded in 1935 and headquartered in New Jersey, Imperial Dade serves more than 80,000 customers through a footprint of 100+ branches.
**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:
- 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 sensitive situations and address complaints with tact and diplomacy.
- Demonstrates leadership qualities such as: managing conflict, coaching, counseling, critical thinking, problem solving, ensures accountability, and negotiation skills.
- Ability to identify and escalate issues to management team or other related departments.
- Proven ability to lead others, work independently and to ‘manage in the gray’ while respecting established SOP’s.
- Contribute to providing a safe work environment.
- Bachelor’s degree or equivalent relevant experience preferred
- 5+ years in management, supervisory or team lead role preferred.
- Prior experience leading and managing a large (10+ employees) team preferred.
- Prior experience (5+ years) in the field of customer experience/service.
- Industr
