Manager, Customer Experience

Grainger Businesses • Montreal, QC

12d • Hybrid

About The Position

The Manager, Customer Experience is responsible for direct management of a team of approximately 15 Team Members. The leader role is the key to ensuring Customer Service Center teams are delivering peak performance. This is done by providing direct coaching to NEX team members. The leader builds an engaged team that meets business objectives. The Manager is also responsible for processes to safeguard compliance with company policies/procedures, supporting continual process improvement, ensuring the timeliness, quality and effectiveness of all processes performed within a given area of responsibility. Further responsibilities include functional ownership and strategy. This includes, but is not limited to, recruiting, hiring, staffing and forecasting, establishing work processes and procedures, continuous improvement and service level achievement.

Requirements

• High School Diploma/GED or equivalent experience or equivalent required
• 3+ years of customer service experience. required
• 1+ years Supervisory experience. required
• Proven process improvement experience (analytics, problem-solving, and decision making skills) in order to drive results.
• Demonstrate excellent communication and organization skills, employee development skills, and team building.
• Strong interpersonal and communication skills.
• Demonstrated flexibility to adapt to shifting demands and competing priorities.
• Ability to train and coach team members on processes, procedures, compliance and product knowledge.
• Strong competence in the use of technology and software applications including SAP, CRM, Verint, Microsoft Office, SalesForce and other emerging technologies.
• Ability to plan, organize and delegate work.
• Ability to influence team members to achieve individual and team objectives.
• Ability to work extended hours including weekends as required
• Some travel may be required
• Extended management through leader visibility/availability
• Ability to lift, up to 25lbs

Nice To Haves

• Bachelor's Degree BA/BS or equivalent preferred
• Strategic thinker and innovative problem solver - demonstrated strength with identifying and implementing changes that significantly improve the customer experience and drive operational efficiencies.
• Executes deployments and changes with own team to ensure team member understanding, adoption, stabilization and benefits realization. Leader acts as change agent of the deployment/change.
• There is nothing in here in regard to fostering career development for team members. This is a very important part of their role. Managers often help TMs take on stretch assignments, participate in projects etc to grow their skills.

Responsibilities

• Brings key stakeholders together to solve customer issues and operational improvements.
• Builds effective/collaborative business relationships to drive improvements to the customer experience.
• Takes cost out of the business: improves performance, reduces shrink, delivers waste reduction, implements automation and function specific opportunities.
• Works directly with cross functional partners to communicate business updates.
• Understands the needs of the customer, Team Member and business; acts quickly to solve problems and escalate issues.
• Identifies changes in customer behavior and adjusts to meet changing demands.
• Demonstrates function ownership - leverages resources effectively and manages day-to-day activities to ensure functional goals are achieved.
• Ensures customer specific standard work and account notes are accurate and up to date.
• Plans, directs, supervises, and evaluates workflow.
• Coordinates work activities to achieve the output expected to meet operational requirements.
• Solicits and takes action on feedback from key stakeholders.
• Provides frequent, direct coaching and development to team members including huddles and 1 on 1 talent development.
• Reviews performance metrics, diagnoses root cause of underperformance and develops an improvement plan for team members.
• Demonstrates function ownership - leverages resources effectively and manages day-to-day activities to ensure functional goals are achieved.
• Participates in CSC projects as needed
• Review Voice of the Customer feedback and coach team members accordingly.

Benefits

• Medical, dental, vision and prescription drug coverage
• Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
• Life insurance coverage, including spousal and dependent life insurance.
• Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
• Educational & Professional Membership Fee Assistance program
• Employee discounts, team member perks and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED