Bilingual Customer Experience Lead - Quebec / Atlantic Canada

HERE WE 'GROW' AGAIN!On July 29, 2022 Saint-Gobain completed the acquisition of Kaycan, a manufacturer and distributor of exterior building materials in Canada and in the United States. With this acquisition, Saint-Gobain reinforced its worldwide leadership in light and sustainable construction by becoming the top siding player in Canada. We are excited to add new complementary products to our already broad offering of exterior building solutions.In support of this acquisition, Saint-Gobain has an exciting career opportunity for a Bilingual Customer Experience Lead at our Quebec / Atlantic Canada branches to join our team.WHAT'S THE JOB?This position is responsible for ensuring that all incoming customer/sales calls, in person orders and e-mails are serviced thoroughly and professionally, by following through on quoted delivery dates, pricing and resolving customer concerns at one our busiest branches. You will work with a great branch team to deliver the following:Developing and implementing strategies to improve customer interactions across multiple touchpoints and channelsAnalyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experienceCollaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectivesDesigning and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relationsTravel and provide necessary training and guidance to employees on customer-centric approaches (soft skills and systems) and best practices to foster a customer-focused culture throughout the organizationMonitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholdersOther duties as requiredHere is what's important to have to apply:Strong team player with excellent customer service skills and able to build and maintain lasting relationships with customersProactive & Positive to think like a customer, act like an owner, provide solutions and execute with impact2+ years' experience in a similar role dealing with customer in-personExceptional verbal and written communication skillsStrong problem identification and resolution skillsComputer experience: Microsoft Office,Excellent organizational skills and attention to detailEnjoys working in a fast-paced customer facing environmentWe offer excellent training programs, opportunities for advancement, a comprehensive benefits package, as well as a stimulating and exciting work environment.Besides a great work culture where we work hard, while trying to have fun with various events, regular company wide activities geared towards our employees and a strong safety cultureExcellent healthcare benefits packageFamily Focus & Balance: Parental leave, paid time-off and Employee Assistance Program.Financial Security: Competitive RRSP planVolunteer Day off: Give back to the community - each employee has one paid day a year that they can use towards volunteering their time and effort with a registered charity.LiveWell Program: Rewarding you for living a healthy lifestyle.And more!WHY WORK WITH US?At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while our products make the world a more beautiful, safer, and sustainable home.To learn more about us visit www.certainteed.ca and www.kaycan.comWe look forward to hearing from everyone but please note that due to the volume of resumes submitted, only those selected for next steps will be contacted. To stay in touch with CertainTeed, follow us on LinkedIn, Facebook and Instagram.-NOUS VOICI À NOUVEAU EN PLEINE CROISSANCE!Le 29 juillet 2022, Saint-Gobain a finalisé l'acquisition de Kaycan, un fabricant et distributeur de matériaux de construction extérieurs au Canada et aux États-Unis. Avec cette acquisition, Saint-Gobain renforce son leadership mondial dans la construction légère et durable en devenant le premier acteur du revêtement au Canada. Nous sommes ravis d'ajouter de nouveaux produits complémentaires à notre offre déjà très vaste de solutions de construction pour l'extérieur.Pour appuyer cette acquisition, Saint-Gobain offre une occasion de carrière prometteuse pour qu'un responsable principal de l'expérience client bilingue rejoigne notre équipe à nos succursales situées entre Québec et le Canada Atlantique.Le titulaire de ce poste est responsable de s'assurer que tous les appels entrants de client ou de vente, les commandes en personne et les courriels sont pris en charge soigneusement et professionnellement, en respectant les dates de livraison données et les tarifs et en résolvant les problèmes des clients à l'une de nos succursales les plus occupées. Il travaillera avec une excellente équipe pour réaliser les tâches suivantes :Développer et mettre en