Customer Experience Manager

The Customer Experience Manager, under the direction of the Senior Manager, CSD & CE is responsible creating, implementing, and championing a strategic culture of Customer satisfaction at Tayco. The Manager is responsible for leading the Customer Service, Claims and Order Entry teams to create a culture at Tayco which showcases superior Customer service and core values. He/she expertly cultivates relationships and lasting partnerships in order to enhance their Customer experience.

RESPONSIBILITIES

• Accountable for ensuring the execution of high-quality Customer Service at Tayco.
• Create and implement strategic Customer Experience plans, in conjunction with Sales and Marketing.
• Lead the Customer Service, Claims and Order Entry teams to create a culture at Tayco which showcases our core values.
• Expertly cultivate relationships and lasting partnerships with Independent Sales Reps and Dealers to enhance their Customer experience.
• Implement and Cultivate a culture of Customer Experience; ensure everyone Team Member in the business understands the importance of each and every Customer.
• Establish and lead a high-performance team in order to meet and exceed Customer satisfaction and win more project business.
• Expertly handle Customer service inquires which may be escalated from staff; from priority dealers; or to assist with overflow.
• Implement and champion change in the Order Entry and Claims processes and procedures.
• Drive individual accountability and increased productivity among team members through leading by example and regularly holding 1:1s with the team.
• Proactively resolve problems that have the potential to affect the Customer’s service, efficiency, and/or inhibits productivity.
• Help resolve problems that affect the Customer’s interaction with Tayco.
• Create, deliver, and analyze performance metrics for teams; identify problem areas and take appropriate action
• Ensure appropriate resources and coverage of all areas.
• Create and launch processes for ensuring proper timelines and communication for priority dealers.
• Enhance Customer interactions by maintaining appropriate interpersonal skills and possessing extensive Tayco product knowledge.
• Periodically monitor interactions of Customer Service Representatives with Customers to ensure adequate quality control.
• Analyze Customer feedback in order to improve and Customer interactions.
• Provide coaching and training to all employees under his/her direction. Provide feedback and direction on a regular basis. Actively manage poor performance and address issues amongst the team.
• Perform other duties as assigned.

Requirements

QUALIFICATIONS

To be able to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 3-5 years of experience in Customer Experience roles and people management.
• Strong demonstrated Customer service and troubleshooting skills
• Strong understanding of Tayco products
• Ability to supervise employees, including organizing, prioritizing, scheduling work assignments as well as measuring and reporting results
• Ability to analyze and interpret client needs and offer the appropriate options, solutions, and resolutions required
• Proven conflict resolution, negotiation, and objection handling skills
• Ability to respond and adapt quickly in a dynamic and changing environment
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• Good training, coaching, and mentoring skills
• Able to build and maintain lasting relationships with corporate departments, key business partners, and Customers
• Able to effectively communicate both verbally and in writing
• Ability to coordinate and organize meetings, exhibits, and other events
• Ability to adapt to and learn fast new software
• Computer literate, including effective working skills of MS Word, Excel and e-mail
• Professional telephone manners
• Attention to detail in all areas of work

Benefits

• Salary Range: $70,000 - $75,000 per annum
• Extended Healthcare Plan (Medical, Disability, Dental & Vision)
• Active Social Committee with wonderful company culture
• Opportunities for growth and development
• Great people to work with!

Tayco is one incredible Team, delivering on the ultimate in customer experience. If you want to join us on our journey, please submit your resume and cover letter by September 18, 2024.

Tayco endeavors to fill positions with the best available candidates who have the appropriate combination of education, experience, skills and abilities to successfully perform the duties of the position. Tayco is committed to equity and values diversity. We welcome applications from qualified individuals of all genders and sexual orientations, persons with disabilities, Aboriginal persons and persons of a visible minority.