Manager, Customer Experience

For 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 Responsibilities
Customer Experience Strategy & Leadership

Collaborate with senior management to develop and execute a comprehensive customer experience strategy aligned with business objectives.
Act as a customer advocate, driving cross-functional initiatives that enhance customer engagement and satisfaction.
Identify and implement continuous improvement processes to create a world-class customer experience.
Lead cross-functional collaboration with Sales, Marketing, Product Management, Supply Chain, and IT to align customer experience initiatives across departments.

Customer Feedback & Data Analytics

Analyze Voice of the Customer (VoC) data, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics, to identify trends and areas for improvement.
Oversee quality assurance and training programs, ensuring frontline teams consistently deliver high service levels.
Monitor customer touchpoints and identify improvement opportunities through data-driven insights.

Operational Excellence & Performance Management

Establish departmental KPIs and performance standards to track service quality and operational efficiency.
Oversee customer service operations across phone, email, chat, and social media to ensure consistent, high-quality interactions.
Implement workforce management and scheduling strategies to optimize staffing levels based on customer demand.
Develop a high-performance team through coaching, mentoring, and professional development initiatives.

Customer Issue Resolution & Escalation Management

Serve as the escalation point for complex customer issues, ensuring prompt and professional resolution.
Approve refunds, cancellations, and exceptions beyond the threshold set for supervisors.
Ensure effective communication and alignment of customer support processes across multiple locations, including remote teams.

Culture & Team Development

Foster a customer-first culture, emphasizing teamwork, engagement, and associate empowerment.
Drive initiatives to enhance employee satisfaction, retention, and overall performance.

Competencies and skills

Experience & Education

5+ years of experience as a Customer Service or Contact Center Manager in an environment with 14+ associates, including remote or multi-location teams.
Bachelor’s degree in Business, Customer Experience, or a related field (preferred).
LEAN Six Sigma certification or equivalent practical experience in process optimization.