Director, Customer Experience
Global Industrial
Global IndustrialCorporate OverviewFor over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.Key ResponsibilitiesResponsibilities:
o Develop the strategy to combine Inbound Sales and Customer Service into one cohesive Customer Experience team.
o Responsible for implementing and translating the strategy into tangible actions for the team.
o Develop clear goals and objectives for the customer experience management team.
o Continuous analysis of sales and service activities to identify opportunities to deploy improvements that assist sales and customer service representatives in meeting goals and objectives, e.g. improved training call/email/chat QA, coaching, WFM, etc.
o Track weekly and monthly activity metrics to ensure managers spend their time on the highest value add actions.
o Collaborate with other sales leaders and team members within the organization to ensure consistent messaging and sales tactics are being used to reach overall organizational goals.
Team Development
Performance management
Product Knowledge
Competencies and skillsCore Competencies and Experiences:
EEO/AA StatementGlobal Industrial provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Richmond Hill, ON
Wed, 05 Jun 2024 22:39:14 GMT
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