Assistant Manager, Customer Experience

Global Industrial

Corporate Overview

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

The Assistant Manager, Customer Experience (CEX) is responsible for leading a team of associates who deliver personalized end-to-end customer experiences in a contact center environment. We collaborate as one team to ensure the best possible experience for our customers. We enable our team with the tools and resources to solve problems right the first time.  The ideal candidate will have a passion for developing, coaching, and supporting individuals; and, the ability to thrive in a growing environment.
As a member of the collaborative operations team, interacting with directors, managers, and other leaders. You should possess analytical skills to make projections for timely management of staff and call volumes.  You will assist with escalated calls, implement procedural changes, provide coaching and counseling to increase staff knowledge and delivery, through exceptional customer service and influential leadership skills.
Responsibilities:
•    Lead a team of 20 to 25 associates, in a hybrid environment, through coaching, engaging, and communicating in a way that drives results, manages performance, and develops talent.
•    Evaluate and assess the work flow and volume in order to appropriately assign tasks and goals; Coordinate activities that achieves expected volume and operational requirements.
•    Review key business metrics throughout the day, identify root cause barriers and proactively escalate systemic issues and/or implement corrective action plans when required.
•    Supervise representatives answering calls and emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries and any other issues that may arise in the order fulfillment process.
•    Collaborate with leadership to establish meaningful goals and objectives for the CEX team and develop plans, policies and programs needed to attain those goals and objectives.
•    Leverage your people leader experience to guide the team through excellent communication, decision making, coaching and personal development planning.
•    Confidently manage customers and customer escalations in a professional manner through empathy, active listening and decisive problem solving that supports exceptional service.
•    Effectively participate in the hiring process to access talent for a high-performing team.

Competencies and skills

•    2+ years, of Contact Center supervisory experience; Skilled in customer facing roles across operations / supply chain / logistics / e-commerce or similar.
•    Excel communication, active listening & feedback, foster teamwork in a fast-paced and complex environment; ability to exercise tact and diplomacy.
•    Experience in MS Excel (VLOOKUPs and pivot tables), MS Word, MS Outlook
•    Experience using CRM software including reporting and data analysis

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.