Customer Account Lead - Ottawa, Canada - Things Engraved Inc

Description

About the Organization
The Things Engraved brand holds a spot in our hearts and minds from decades in local malls. From coast-to-coast Things Engraved locations offered a convenient way to make a generic gift, personal. A way to show a loved one you care or celebrate one of life's many milestones.

From weddings and bachelor parties to christenings and end of life celebrations as well as everything in between a personalized gift says you care.

Since inception, Things Engraved has personalized hundreds of thousands of gifts and as the retail landscape has shifted we are rebuilding this once-strong Canadian brand back to the perfect one-stop shop for personalized gifts in today's era.

Things Engraved currently operates a warehouse and production facility in Ottawa and sells across Canada online but also through a white-glove full service approach with businesses and those that need more assistance supported by a modern online marketing approach.

Join us as we remake this storied brand and offer a "personalized in Canada" option.


What we do:

Things Engraved is a leading provider of personalized gifts, dedicated to creating memorable and unique products for our customers.

Our primary facility in Ottawa offers thousands of personalized products prepared in house and delivered the next day to customers across Canada.

Position:
Customer Account Lead

As consumer and business gifting moves online we are looking for a dynamic individual to join our expanding customer first approach.

This role will manage our most important customer relationships.


About the Role

• Monday-Friday business hour shifts
• Flexible office environment
• Paid training and development on leading technology and approaches
• Aggressive employee discounting and access to production facilities for personal projects and gifts

Responsibilities:


Customer Relationship Management:

• Communicate in a timely and professional manner using the optimum channel/technology
• Build and maintain strong relationships with both business and consumer customers.
• Address escalated customer issues promptly and effectively, ensuring resolution and customer satisfaction.
• Collaborate with crossfunctional teams to improve overall customer experience.

Process Improvement:

• Analyze customer service processes and identify areas for improvement.
• Implement and oversee strategies to enhance efficiency and effectiveness in service delivery.
• Continuously monitor industry trends and best practices to stay ahead in customer service excellence.

Growth:

• Lead, motivate, and mentor a small team of customer service representatives.
• Establish and track key performance indicators (KPIs) to measure team and individual performance.
• Develop approaches and training to improve the customer experience.

Qualifications:

• Proven experience in a customer service role (bonus for work with both business and consumer customers.
• Demonstrated problemsolving and decisionmaking skills to improve the customer experience.
• Strong desire to grow as a leader and develop management skills
• Excellent communication and interpersonal abilities.
• Knowledge of customer service best practices and industry trends.
• Ability to work in a fastpaced and dynamic environment.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.


Job Types:
Full-time, Permanent


Salary:
$40,000.00-$60,000.00 per year


Benefits:

• Paid time off

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Experience:

- leadership: 1 year (preferred)

- production or production management: 1 year (preferred)


Work Location:
In person