Customer Experience Manager – AMRE

At Wolseley Canada, our leading-edge is the knowledge and insight found in every corner of our organization. Here, you’ll build strong relationships and support critical industries that touch the lives of Canadians.

Every day, we show up with intention and pride; in ourselves, our associates, and our customers. You’ll have a solid foundation to try new things, uncover new possibilities, challenge yourself, and grow your career.

Does this sound like somewhere you’d like to be?

Wolseley Canada is the leading wholesale distributor of plumbing, HVAC / R, waterworks and industrial products in the country and working here means, a network of possibilities, a place you are valued and a higher standard.

Join the Pros!

What will you do :

Lead customer care center phone, chat and web / digital support teams

Lead sales growth initiatives through customer service channels

Monitor and manage resource efficiency to meet fluctuating customer service level needs

Coordinate the activities of the Customer Service Representatives, suggesting alternative products and services and providing support in the resolution of complaints and issues as needed

Delivery of customer service objectives including Service Level Agreements, Key Performance Indicators and Customer Satisfaction Objectives

Motivate and inspire excellent customer service and a collaborative environment

Facilitate the team’s growth in the ability to problem solve and find solutions to satisfy the customer’s requirements that are aligned to company goals

Provide support for the team when client concerns about processes, issues or other dispute resolution needs to be escalated

Set, monitor and measure performance goals and objectives for team members

Develop and document Customer Service Policies that are supportive of the business objectives

Recommend technology initiatives that support more effective customer service delivery, lower costs and add value to the business

Maintain strong relationships with internal and external customer base while achieving the highest level of customer satisfaction;

Cultivate strong working relationships with branch network

Effective leadership of personnel concerns in alignment to Wolseley’s code of conduct;

Adheres to and leads company safety policies and regulations.IT / Web management

Proactively conduct fraud investigations and provide reporting and recommend corrective action as needed

Provide Syntax support and training for the company

Manage and monitor Prokeep and collaborate with internal teams on enhancing this communication tool to meet all business needs

Collaborator on website tools and enhancements

Collaborator on Triton tools and enhancements

What you will bring :

2-4 years’ experience managing customer service is required

Bachelor's Degree or College Diploma is preferred

Experience managing IT systems related to customer support

• Demonstrated effective coach and development skills;
• Consistently meeting deadlines within a fast-paced work environment and works effectively within time constraints;
• Strong leadership and people management skills through supervising, providing feedback and mentoring or skills development;
• High level of commitment to exceptional customer service;
• Strong analytical and problem-solving skills;
• Excellent interpersonal skills with demonstrated success working in a team environment;
• Excellent communication skills, both oral and written;
• Demonstrated initiative with the ability to work in a collaborative team-based environment;
• Highly organized in prioritizing work and multi-tasking;

Bilingualism in English and French is an asset

Each resume submitted gets individually reviewed by our team and retained for 24 months if other new and exciting opportunities arise that match your skills and qualifications.