Job description :
We are currently recruiting a CX MANAGER for our Winnipeg, MB client.
JOB DESCRIPTION :
Our values are at the core of everything we do!
- Innovative. Think ahead to stay ahead.
- Driver. Stay hungry and act with urgency.
- Ownership. No excuses. 100% accountability.
- Caring. For employees, partners, and community.
- Individual. We work with great people and expect a lot from them.
We are one of Western Canadas largest window and door manufacturers, servicing consumers, contractors, and retailers. Established in 1988 and headquartered in Edmonton, Alberta, its not just our clients innovative manufacturing and design that places them on the list of Canadas Best Managed Companiesits also their people.
ACCOUNTABILITIES
- Strong business acumen, including problem solving, critical thinking and self-initiative.
- A true hands-on approach with the ability to multitask and meet multiple deadlines.
- Exceptional relationship building and interpersonal skills enabling interaction at all levels.
- Solution focused and comfortable working in an environment which demands robust deliverables.
- Strong work ethic, action oriented and desire to achieve excellence.
- The ability to identify problems and execute appropriate solutions.
- High comfort level working in a fast-paced team environment that is constantly changing.
- Strong business acumen, including problem solving, critical thinking and self-initiative.
Qualifications :
EDUCATION / CERTIFICATION
- Degree in Business, Business Management, or Commerce.
- WHMIS
- Standard First Aid
- Forklift Awareness
- Equivalent experience will be considered.
EXPERIENCE / CAPABILITIES
- 5 + years in operations of customer service and field service teams.
- 3+ years in a Supervisory role.
- Previous experience in warehousing, receiving and logistics.
- Previous experience with Manufacturing or Construction industry & / or Windows and Doors.
- Intermediate to advanced proficiency in computer skills in Outlook, MS Office (Word, Excel), CRM.
- Experience working with diverse cultures and a varied workforce.
A TYPICAL WEEK LOOKS LIKE : A TYPICAL WEEK LOOKS LIKE :
35 % Branch Operations
Day-to-day leadership and coaching of local CX needs / requirements.
Ensure support from sales and build a team atmosphere utilizing our systems and processes. Use sound judgment that maintains a balance between costs and needs to deliver the required CX.
Authority to provide reduced cost, no charge, and special services to maintain CX. Tracked for accountability.
Utilize Service, Shipping, Installation, Sales ops, HR and IT Manager as resources for guidance regarding the use of systems, processes and best practices.
Lead the successful resolution of escalated Cases and extreme customer dissatisfaction.
Hire and onboard employees with input from Corporate Services Manager.
Regular, check-in meetings to maintain / grow our relationship to gain VOC feedback.
35 % Service / Installation / Logistics
Input warranty & non-warranty cases, use of field service lightning work, parts ordering, and scheduling and leadership of service technicians.
Lead product logistics (incoming, warehousing & job site delivery). Track incoming shipments and communicate to customers leveraging our CX reps.
Lead installation services (consumer, commercial reno and new home projects). Oversee coordination of 3rd party sub-contractors and monitor their effectiveness and quality.
Establish and maintain CX metrics for Service and Shipping. Accountable for revenue and expense budget. Review weekly and monthly to ensure goals are being met / exceeded.
Order stock service parts inventory, equipment, building maintenance and office supplies. Responsible for inventory management and cost control.
Work with the Corporate Services Manager for resource planning needs and guidance.
30 % Leadership
Coach & train on the use of Workflow documents, systems, and processes.
Utilize Service, Shipping, Installation, Sales, HR, and IT as a resource regarding the use of systems, processes, and best practices.
Daily review of KPI dashboards, Field Service Lightning (FSL) and other reports to gain full visibility of branch operation needs, resource planning, execution, and delegation of tasks.
Train and coach on all WORKFLOW and Work Instructions to ensure processes are clearly understood and followed. Provide feedback on any required changes that could reduce waste (transactions) for consideration / implementation.
Conduct annual performance / development plans for direct reports.
Qualified and interested applicants are encouraged to apply today in confidence by sending your resume as a MS Word Document
ONLY QUALIFIED CANDIDATES WILL BE CONTACTED
Why is This a Great Opportunity :
The CX Manager typically refers to a Customer Experience Manager . This role is responsible for overseeing and enhancing the customer journey, ensuring that every interaction with the companyfrom initial contact through to after-sales servicemeets high standards of customer satisfaction and engagement.
The CX Manager likely focuses on managing customer service teams, improving service processes, gathering and analyzing customer feedback, and implementing strategies to boost customer loyalty and resolve any issues effectively.
This position plays a key role in fostering positive experiences with the client's brand and ensuring that customer expectations are met or exceeded.
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