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    Customer Experience Specialist Supervisor - Markham, Canada - Omnify - Home of LumiSheet™

    Omnify - Home of LumiSheet™
    Omnify - Home of LumiSheet™ Markham, Canada

    1 week ago

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    Construction / Facilities
    Description

    Omnify is on the lookout for a highly dynamic, result-oriented Customer Experience Specialist Supervisor to spearhead our Client Relations and lead our Customer Success team. The successful candidate will play a critical role in fostering positive relationships with existing clients to encourage repeat business and identify upselling opportunities. This role involves building and maintaining strategic relationships with key stakeholders within the assigned territory, working towards the achievement of the company's sales plans and objectives.

    The ideal candidate is someone who embodies a deep passion for customer service excellence, possesses a robust sales acumen, and is keen on catalyzing business growth through impactful client engagements. If you are a motivated leader with a solid track record in elevating client service teams to new heights, Omnify awaits your expertise.

    Omnify is a subsidiary of Lumify Inc., an industry leader in the high-end LED industry. Lumify is a dynamic and entrepreneurial company looking to expand and continue to lead in multiple markets of the LED backlighting industry. The management team is led by a former Top 40 Under 40, and together we have a successful track record which has shaped industries and generated rapid growth. Today Omnify is building upon its core business and expanding into new market segments, manufacturing custom LED backlighting products for various top brands, such as Estee Lauder, LVH, Sephora, Ulta Beauty, Guess, Chanel, Michael Kors, to name a few. We also support leading architectural firms and our integrated strategic partners across North America.

    Key Responsibilities:

    • Lead, motivate, and supervise the Client Relations team to nurture and expand client relationships, ensuring top-tier satisfaction and loyalty.
    • Champion the delivery of unparalleled customer service, resolving client concerns swiftly to maintain and elevate client contentment.
    • Conduct insightful market research and client feedback analysis to grasp industry dynamics and competitive positioning.
    • Facilitate synergistic efforts across marketing and other departments, fostering a unified approach to sales and client strategy execution.
    • Uphold Omnify's esteemed market reputation through professional conduct in all client interactions.
    • Proactively engage with clients to foster continuous dialogue and satisfaction throughout the customer journey.
    • Ensure efficient and effective communication with customers, leveraging the ticketing system for prompt query resolution.
    • Take ownership of the customer engagement process, from initiation to the conclusion of the customer journey.
    • Develop and oversee meaningful KPIs to measure and improve client relationship, sales effectiveness, and customer service outcomes, ensuring alignment with business goals.
    • Communicate effectively with customers through the ticketing system, ensuring queries are addressed efficiently and effectively.

    Qualifications:

    • Proven experience in sales or client relationship management.
    • Solid ability to supervise, track performance of the CES team.
    • Strong understanding of sales principles and customer service practices.
    • Excellent communication, negotiation, and interpersonal skills.
    • Ability to work collaboratively with a team and independently when required.
    • Proficient in using CRM software and ticketing systems.
    • Demonstrated ability to be proactive and take the initiative in customer follow-up.
    • Knowledge of the market and industry trends.

    What We Offer:

    · A challenging and rewarding role in a dynamic and growing company.

    · Opportunities for professional growth and development.

    · A supportive team environment and a culture of innovation.

    · Competitive salary based on experience and benefits package.

    Omnify's Guiding Principles

    · Foster a culture of mutual respect, innovation, and pride.

    · Communicate openly, honestly and frequently (no BS).

    · Value the full involvement of and input of all employees.

    · Provide clean, safe and ethical work environment.

    · Establish clear accountability and provide the authority to achieve goals.

    · Encourage calculated risks and reward success.

    · Do more with less.

    Diversity and Equal Opportunity Employment

    Omnify is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran's status, Aboriginal/Native American status or any other legally protected factors. Disability-related accommodation during the application process is available upon request.

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