Director of Customer Services - Surrey, Canada - Delta Controls

Delta Controls

Verified Company

Surrey, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Work Mode:
In-office work (It is not a remote or hybrid position)

Work Location:
Surrey

Salary:
$105,000 - $125,000

Type:
full-time, Permanent**
About Delta Controls Inc.

Delta Controls is the benchmark for building controls manufacturers, being one of the most respected organizations in our industry, with more than 300 Partners/Distributors in over 80 countries.

For more than three decades Delta Controls has offered innovative and exciting building automation solutions for commercial, healthcare, education, leisure buildings and more.

As industry leaders, our track record includes delivering the world's first fully integrated native BACnet building solution encompassing HVAC, lighting and access control products.

As part of Delta Electronics Inc., the global leader in switching power supply solutions and DC brushless fans and an $8+ billion USD organization, Delta Controls is able to bring some of the most energy efficient and sustainable solutions to buildings around the world, working together toward our shared vision of developing technologies aimed at reducing global warming and ensuring a sustainable future for mankind.

Delta Electronics products are the most energy efficient power products in the industry and include a comprehensive range of energy management solutions in Industrial Automation, Telecom Power, UPS and Data Center Infrastructure, Automotive Electronics and Energy Storage Systems.

Why work for us?
We provide fantastic opportunities to individuals passionate about business and technology.

Delta Electronics products are the most energy efficient power products in the industry and our company is perfect for those who want to create, design and build sustainable solutions using massively scalable, big-data architecture, with a strong focus on building automation.

Here are some of the Delta perks you'll receive from day - Employee & safety centric culture with the possibility of remote work

Flexible hours and scheduling available
Competitive total compensation along with generous vacation allowances
Three weeks of vacation
Inhouse & external training provided along with education support and opportunities for growth
Company funded annual personal development budget
Financial benefits & planning such as group RRSP & company match
Employer paid premiums for extended healthcare and familyfocused benefits (health, vision and dental)
Travel insurance coverage and access to the Employee Assistance Program (EAP)
Wellness onsite fitness center & company reimbursement for personal gym memberships
Internal Recognition & Service Awards
Employee Referral bonuses
Transit accessible with free onsite parking
Regular company events such as "Food Truck Fridays", Lunch & Learn and other planned activities

Duties and Responsibilities

Develop and execute a customer experience strategy that aligns with the company's vision and values, including implementing personalized customer journeys, ensuring prompt and proactive communication, and creating memorable moments of delight.
Analyze customer feedback, surveys, and data to identify customer pain points and opportunities for improvement in the customer journey.
Collaborate with crossfunctional teams, including Marketing, Sales, Product Strategy, Product Management and Operations, to ensure consistent messaging and customercentric processes, and to deliver a unified and seamless experience across all touchpoints.
Identify opportunities for enhancement and implement initiatives to improve the overall customer journey, such as streamlining processes, optimizing selfservice options, and introducing innovative technologies.
Establish service levels and requirements for the department and develop and implement quality standards and guidelines to ensure consistent and exceptional customer service.
Execute activity across all regions to deliver against revenue goals in line with company strategy and report activities.
Establish a motivational mission and vision for the team that will assist in driving the team to become a bestinclass operation.
Identify and assign the key roles and responsibilities to align to the business goals (varies each year according to strategy).
Report statistical feedback on business goals and key performance drivers.

Required or Strongly Preferred Skills and Abilities

Proven experience in leading process improvement initiatives and implementing channel management strategies.
Strong analytical skills to interpret customer data and drive improvements in the customer journey.
Excellent collaboration and communication skills to work effectively with crossfunctional teams.
Indepth knowledge of customer experience best practices and tools for measuring and managing customer journeys
Proven success in leveraging CRM to drive sales and effectiveness.
B2B outward bound sales environment experience.
Strong background in building partnerships