Customer Experience Manager

ASSA ABLOY Global Solutions; Vaughan; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading provider of automated pedestrian door solutions is seeking a Customer Experience Manager in Vaughan. This role focuses on enhancing customer satisfaction, managing inquiries, and driving service excellence. Ideal candidates will have strong communication skills and experience in customer service.

Benefits

Competitive salary and benefits package

Career growth opportunities

Collaborative work environment

Qualifications

• 3-5 years experience in customer service or account management.
• Strong problem-solving and communication skills.

Responsibilities

• Act as primary contact for customer inquiries and concerns.
• Manage sales order discrepancies and ensure timely communication.
• Collaborate with internal teams to improve customer experience.

Skills

Problem Solving

Communication

Organizational Skills

Critical Thinking

Bilingual (English and French)

Education

High School Diploma

Post-secondary education in business or communications

Tools

Microsoft Office Suite

CRM or BC 365 systems

Job description

Record is a leading provider of automated pedestrian door solutions, dedicated to delivering exceptional customer experiences. We are seeking a Customer Experience Manager to enhance our customer and product support, drive efficiency in order management, and maintain strong relationships with customers.

As a Customer Experience Manager, you will serve as the primary liaison between Record and our customers, ensuring prompt and effective resolution of customer concerns. You will oversee customer interactions, optimize processes, and work collaboratively across departments to enhance customer satisfaction. This role does not have direct reports but requires leadership in driving customer service excellence.

Key Responsibilities:

1. Act as the primary point of contact for customer inquiries and product-related concerns.
2. Manage and resolve sales order discrepancies and delays, proactively addressing customer needs.
3. Ensure timely and clear communication with customers via phone, email, and reporting tools.
4. Oversee workflow management, ensuring that sales order requests are completed efficiently.
5. Maintain and analyze customer reports to identify trends and improve order processes.
6. Collaborate with internal teams to drive continuous improvements in customer experience.
7. Provide ongoing customer and product support and training to internal stakeholders regarding best practices.
8. Develop and maintain positive relationships with customers to foster long-term satisfaction and loyalty.
9. Handle escalated customer concerns with professionalism and urgency.
10. Manage Order Entry, Accounts Payable, and Accounts Receivable personnel.

Qualifications:

1. Minimum of 3-5 years of experience in customer service, account management, or operations within a fast-paced environment.
2. Strong problem-solving and critical-thinking skills with a proactive approach to issue resolution.
3. Excellent communication skills (verbal and written) with the ability to handle challenging situations effectively.
4. Proven ability to manage multiple priorities and adapt to a dynamic work environment.
5. Strong organizational skills with attention to detail and follow-through.
6. Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM or BC 365 systems.
7. High school diploma required; post-secondary education in business, communications, or a related field preferred.
8. Bi-lingual capability (English and French) is preferred.

Why Join Us?

1. Opportunity to be a key player in enhancing customer experience at a leading company.
2. Collaborative and dynamic work environment.
3. Competitive salary and benefits package.
4. Career growth opportunities within Record.

If you are a customer-focused professional with a passion for delivering exceptional service, we invite you to apply and be part of our team at Record in Vaughan!

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles or backgrounds. We empower our people to build their careers around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. We encourage our colleagues to think broadly about where they can make the most impact, and to grow their roles locally, regionally, or internationally.

We value diversity and inclusion, welcoming new team members from varied backgrounds and perspectives to enrich our workplace culture.