Director, Customer Experience & Process

Do you want to work for a stable, growing organization that reaches back more than 130 years?  Our steel tube and pipe products have helped build landmarks and buildings in North America; Come build your career at Zekelman Industries! 

JOB SUMMARY

Oversees customer service experience to ensure enhanced customer loyalty, brand reputation, and ease in partnership. Collaborates with internal departments in setting the strategic vision, direction, and standards for championing best in class customer experience.

JOB RESPONSIBILITIES

• Leads and promotes healthy and safe work practices as required by regulatory agencies and Company policy.
• Identifies customer issues related to our processes and develops solutions.
• Standardizes customer output across business units in terms of look and information.
• Collaborates with business unit’s customer service groups to facilitate solutions for consistent sticking points in our transactions and works closely with e-commerce divisional team leads to develop operational rollout plans.
• Develops a road map to improve consumer experience and drive customer loyalty.
• Establishes partnerships with key internal stakeholders across the business and creates cross-functional processes that enable a consistent and connected experience for customers.
• Assists with the development of web functionality, customer-facing internal business processes across all business units.
• Hires, coaches, develops, monitors, and evaluates performance of staff. Reviews and recommends personnel actions for approval.
• Performs other duties as they might be assigned.
• Regular and predictable, full-time, on-site attendance during scheduled hours. EDUCATION / EXPERIENCE
• Bachelor’s degree in related field or equivalent
• 10 year experience as a leader in customer experience

KNOWLEDGE / SKILLS / COMPETENCIES

• Working knowledge of technical solutions skills
• Working knowledge of e-commerce landscape
• Strong Microsoft Office knowledge
• Strong negotiating skills with the ability to influence up one or more levels within the organization.
• Strong verbal and written communication skills
• Strong leadership skills

Zekelman Industries offers competitive compensation and excellent benefits, including low-cost, high-quality medical and dental benefits.  In addition, we have an amazing tuition assistance program, a bonus plan, a 401(k) plan with a generous company match, immediate vesting, and much more.

M/F/D/V

We are Zekelman Industries.

We manufacture superior quality tubular and related products, and provide outstanding service for our valued customers.

We seek to continuously advance the skills and opportunities of our employees, utilizing the latest technology and management tools available to consistently increase profitability and the enterprise value of Zekelman Industries and of our customers.