Superviseur(e),expérience client/Customer Experience Supervisor
About The Position
PIP Canada, part of a global organization with its Canadian head office located in Laval, QC is a leading provider of hand protection and personal protective equipment (PPE) to Industrial and Construction markets. PIP® stands for Protective Industrial Products meaning we are committed to helping protect essential workers every day. Today, as a global PPE company, we are in a unique position to offer employees ample opportunities for a diverse and rewarding career while knowing that our PPE products help keep workers safe from injury. It is with this view and vision that we are currently seeking a Customer Experience Supervisor, based out of our Canadian headquarters in Laval, QC. Reporting to the Customer Experience Manager, this position is responsible for leading the daily operations of the Customer Experience team to ensure customers receive timely, accurate, professional and solution-oriented support. This role manages service level attainment across response time, responsiveness, communication quality and information accuracy, while also developing team capability and executing process improvements that improve efficiency, consistency and customer satisfaction.
Requirements
- Minimum 3 years of experience leading customer support specialists.
- Process orientation and continuous improvement capability.
- Demonstrated leadership impact through coaching, development and influencing.
- Strong analytical skills and knowledge of ERPs, CRMs and Microsoft Office, particularly Excel.
- High level of written and spoken communication, intercultural sensitivity, adaptability and change leadership.
- Growth mindset, strong relationship building, ownership, follow-through, proactive solution orientation and strong organization/time management.
Responsibilities
- Run day-to-day customer experience operations, including resource planning, workload balancing, queue monitoring, prioritization and daily issue resolution.
- Establish and reinforce high standards for customer communication by ensuring accuracy, clarity, completeness and professionalism.
- Coaching employees on effective communication and problem-solving.
- Identify process gaps and execute practical improvements to workflows, tools, and systems, leveraging data and employee/customer feedback while partnering with customer experience leadership and cross-functional stakeholders to improve efficiency, consistency, response times and overall customer experience.
- Lead, coach, motivate and develop Customer Experience team members, including performance feedback, training support and individual development planning.
- Supports the external sales organization in executing business priorities.
- Ensures business and functional requirements are incorporated into customer service processes.
- Continuously improves methods for collecting and using customer feedback to create an effortless customer experience.
- Develops customer-oriented, proactive team behavior and strong customer relationships.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
