Customer Experience Lead

About the role

The Customer Experience Team Lead is responsible for coordinating and overseeing key customer‑facing services and systems.

This role ensures customers receive a consistent, professional, and efficient experience across all service channels while supporting continuous improvement and operational excellence.

Reports to: Vice President, Client Experience

Order Management Oversight

• Oversee end to end order workflows to ensure accuracy, timely processing, and compliance with internal controls.
• Manage escalations related to delayed, incorrect, or special-order requests.
• Implement process improvements to increase order accuracy, reduce cycle times, and improve customer communication.

Pro Desk Coordination

• Support Pro Desk functions including architect, specifier inquiries, and design assistance.
• Maintain consistent standards for professionalism, turnaround times, and technical accuracy.
• Support staff by implementing training on product configuration, order requirements, and customer inquiries.

Call Centre Administration

• Administrate daily call centre operations including call routing, queue management, voicemail oversight, and system updates.
• Report call metrics such as abandonment rates, speed of answer, and service level performance.
• Maintain call scripts, knowledge articles, and system configurations.

Ticketing Administration

• Administer Freshdesk ticketing workflows, automations, assignments, and response templates.
• Monitor ticket queues to ensure compliance and proper documentation.

Customer Setup & Record Administration

• Manage new customer account setup including data validation, system entry, and consistency across platforms.
• Maintain accurate customer records, updating changes to addresses, contacts, preferences, and dealer profiles.
• Ensure data governance and compliance with internal standards and privacy requirements.
• Collaborate with Finance, Sales, and Operations to ensure records support seamless order processing and billing.

Event Planning Support

• Coordinate internal and external events such as customer visits, dealer meetings, trade shows, training sessions, and special events.
• Manage logistics including venue booking, catering, scheduling, equipment setup, and attendee communication.
• Support project timelines, vendor coordination, and event budgeting as required.

Office Administration

• Provide general office administration support including supplies coordination, reception backup, meeting room coordination, and internal communication support.
• Maintain internal department documentation, process manuals, and communication boards.
• Support onboarding of new team members through systems setup and orientation.

Complaints Administrator

• Administer customer and dealer complaints from intake through resolution.
• Log, track, and categorize complaints in Freshdesk or other systems.

Leadership & Collaboration (Non-Supervisory Lead Role)

Email Resume: ***email_hidden***