Manager, Customer Experience

Global Industrial

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 collaboration with Sales, Marketing, Product Management, Supply Chain, and IT to align customer experience initiatives across departments.

Team Management – Canada and India

•     Provide direct leadership and oversight to customer service teams located in both Canada and India, ensuring alignment with service standards, processes, and KPIs across regions.

•     Foster a unified team culture across locations, promoting collaboration, knowledge sharing, and consistent performance.

•     Conduct regular performance reviews, coaching, and training sessions tailored to regional needs and cultural contexts.

•     Coordinate staffing, scheduling, and workload balancing between Canada and India to support customer demand across time zones.

Customer Feedback & Data Analytics

•     Analyze Voice of the Customer (VoC) data, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT), to identify trends and areas for improvement.

•     Oversee quality assurance and training programs, ensuring frontline teams consistently deliver high service levels across all regions.

•     Monitor customer touchpoints and leverage data-driven insights to optimize the customer journey.

Operational Excellence & Performance Management

•     Establish KPIs and performance standards to track service quality and operational efficiency for both Canadian and offshore teams.

•     Oversee customer service operations across phone, email, chat, and social media to ensure consistent, high-quality interactions.

•     Implement workforce management strategies to optimize staffing and service delivery across global teams.

Customer Issue Resolution & Escalation Management

•     Serve as the escalation point for complex customer issues, ensuring timely and professional resolution.

•     Approve refunds, cancellations, and exceptions beyond the supervisor-level threshold.

•     Ensure seamless alignment of support processes and communication protocols across Canadian and Indian operations.

Culture & Team Development

•     Foster a culture of customer centricity emphasizing teamwork, engagement, and associate empowerment across both locations.

•     Lead initiatives that enhance employee satisfaction, retention, and professional growth within the customer service function globally.

Competencies and skills

Experience & Education

•     5+ years in a Customer Service or Contact Center management role, with experience leading teams across multiple geographies, including offshore operations.

•     Experience managing customer service teams in both Canada and overseas is preferred.

•     Bachelor’s degree in business, Customer Experience, or a related field (preferred).

•     LEAN Six Sigma certification or practical experience in process optimization.

Skills & Attributes

•     Proven leadership across geographically distributed teams, with a focus on cultural sensitivity and virtual team building.

•     Proficiency in customer service technologies: CRM, workforce management tools, Power BI, Excel, contact ticketing systems, and VoIP platforms.

•     Strong analytical and problem-solving skills; adept at using data to drive decision-making.

•     Excellent communication and executive presentation skills.

•     Conflict resolution and negotiation abilities, balancing customer satisfaction with business outcomes.

•     Highly organized, detail-oriented, and effective at managing multiple priorities in a fast-paced environment.

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employee 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 absences, compensation and training.