Customer Experience Leader

We are seeking an experienced and dynamic customer service professional to lead and elevate our client's customer service operations.

This is a pivotal leadership role designed for a hands-on manager who thrives in a technical, trade-focused environment. You will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our client's reputation for excellence and expertise.

You will lead a team dedicated to providing exceptional service to a knowledgeable B2B clientele, requiring a blend of people leadership, process improvement, and a deep understanding of customer needs in a technical industry.

• Team Leadership & Development:
  • • Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing. 
  • • Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans. 
  • • Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate, expert advice. 
• Customer Service Strategy & Process Improvement:
  • • Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals. 
  • • Analyze key performance metrics to drive operational efficiency within the customer service center, implementing solutions to improve call handling times, first-contact resolution, and overall service quality. 
  • • Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations. 
• Technical Customer Relations & After-Sales Support:
  • • Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback. 
  • • Act as a key point of contact for escalated customer issues, utilizing your problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships. 
  • • Work collaboratively with service agents and internal organizational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market. 

To succeed in this role, you will need:

• • A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or a related technical industry. 
• • Proven Bachelor Degree or Equivalent. 
• • Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics. 
• • A demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship. 
• • Exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff. 
• • A proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction. 
• • Solid administrative skills and proficiency with CRM systems and standard office software. 

As a customer service leader, you can expect:

• • A dynamic and supportive work environment that fosters growth and development. 
• • Opportunities to work with a variety of stakeholders, including customers, suppliers, and internal teams. 
• • A competitive salary and benefits package that reflects your value to the organization. 

If you are a strategic leader passionate about driving customer excellence in a technical field, we would love to hear from you. Please submit your resume and a cover letter outlining your suitability for this role.