Director, Customer Service - Jobs in Winnipeg region

Job Description

Position SummaryThe Director of Customer Service is a leadership role in charge of delivering a seamless experience across all stages and touchpoints in our customer and consumer journeys for our portfolio of cabinet brands. They will ensure our customer care teams achieve daily performance targets, all while developing and leading strategies to drive higher customer satisfaction, NPS, and business growth.A primary focus is oversight of our day-to-day customer care management teams and managing customer escalations for MasterBrand product lines. Segmenting brands and customers, and providing the appropriate levels of service to each, will be critical to success. This person will also be responsible for implementing standard work and process improvements, championing problem-solving initiatives to reduce waste and elevate the experience, and meeting budgetary commitments within their respective departments.In addition, this strategic leader is responsible for developing the vision for, and leading the execution of, our customer experience initiatives. This includes collaborating with Sales teams, manufacturing sites, and other departments to ensure they contribute to providing our customers and their end consumers with a world class experience across multiple touchpoints. Organizational Relationship

• Reports directly to VP, Commercial Canada
• Supervises team of Customer Service/Continuous and Custom Product Managers working remotely

AccountabilitiesRun the Business: Daily Service Management

• Segment customers and deploy the appropriate strategies
• Ensure fast and accurate CS response times in order entry, phones, and emails to achieve key performance metrics
• Oversee order intake, order flow, and customer and consumer issue resolution processes
• Troubleshoot technical and other issues
• Utilize Daily Management to monitor performance and identify opportunities for improvement
• Drive problem solving and continuous improvement efforts forward to elevate the experience and reduce waste

Change the Business: Strategic and Lean Initiatives

• Own the customer experience vison and deploy the appropriate strategies in each segment
• Drive continuous improvement efforts to increase Customer Service productivity and service levels
• Leverage and improve technology to drive efficiencies and improve the experience
• Audit competitors and collect feedback from customers to gather data that provides meaningful insights
• Problem-solve to identify and remedy gaps in the customer and consumer experiences
• Lead VSM and lean standard work events to reduce waste and elevate the experience
• Other duties as assigned including participation on project teams outside of primary scope

Develop the Team: Structure, Culture, and Coaching

• Define and develop the optimal team structure to support the brands strategy
• Be an icon for an encourage problem-solving, strategic thinking and a customer centric culture
• Actively coach and develop team members
• Develop strong partnerships with business stakeholders and especially with sales and the manufacturing sites
• Ensure cross functional collaboration to deliver a world class experience throughout the entire purchase journey

Characteristicsamp; Attributes

• Strong leader capable of developing a high-performance customer experience team and advancing the culture
• Strategic thinker who anticipates future trends to develop and achieve breakthrough strategies
• Change agent who will introduce new concepts to improve CX, and who can manage change across teams
• Aptitude for technology to help our brands deliver, manage, measure, and improve customer experience
• Data-driven mindset and strong analytical skills to interpret and leverage data insights to enhance the experience
• Strong problem-solving skills to ensure customer experience gaps are resolved efficiently
• Team player with the ability to develop strong relationships with our customers, sales, associates, and leadership
• Excellent communication skills with the ability to clearly articulate information to all levels in the organization

QualificationsBasic Qualifications

• Bachelor’s degree in business, marketing, communication, or another relevant field
• Minimum of 10 years relevant experience, including supervisory experience
• Proven success in transforming a customer service organization and elevating the customer experience
• Ability to travel as required
• Proficiency in Word, Excel, and PowerPoint with the ability to data mine and build presentations
• Experience with Salesforce and/or similar technologies

Preferred Qualifications

• MBA or advanced degree in business, marketing, or communications
• Intimacy with 80/20, lean, and continuous improvement processes
• Prior experience in remodel industry and/or with custom designed products
• History in manufacturing environments

Additional InformationFor nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www.masterbrand.com to learn more and join us in building great experiences together!Equal Employment OpportunityMasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC’s policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.Reasonable AccommodationsMasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at staffing@masterbrand.com.*Actual pay will vary based on qualifications and other factors