At Phantom, making life better is our mission for our customers and our employees. We're driven by our vision and values - it's what sets us apart as a company - and what makes Phantom Screens a special place to work. Since our beginning, in 1992, Phantom has excelled, expanded, and stayed laser-focused on our passion: making and installing the highest-quality retractable screens on the market. Now we're the top-selling retractable screen, and our products are international.

POSITION PROFILE

Summary:
The Customer Experience Manager plays a pivotal role in ensuring that our organization provides an exceptional level of customer service. Our commitment to exceptional customer service is at the core of our organization. By going above and beyond, we strive to make Phantom accessible and convenient for our valued customers. In this capacity, the Customer Experience Manager oversees the customer journey, from the ordering process, and product support as well as the management of the customer sales and warranty claim programs. From streamlining business transactions to effectively managing customer sales and warranty claims, the Customer Experience Manager will be instrumental in enhancing the overall customer journey. This role will be the Customer champion - building the trust and Distributor relationships to ensure loyalty and aligning service and product satisfaction.

Our Corporate Values:
At Phantom Screens we value all of our employees. We are committed to providing a safe, harmonious, and respectful work environment and all employees are required to help us achieve this by practicing our core values.

• To Speak the Truth
• To Pursue Excellence
• To Serve Each Other
• To Practice Stewardship

Reporting Relationships:
The Customer Experience Manager will report to the Chief Sales Officer. Also reporting to the CSO is the VP Business Development.

Positions reporting to the Customer Experience Manager are that of Field Support Supervisor and Product Support Supervisor.

Position Responsibilities:
(Include, but are not limited to, the following)

• Responsible for the operational requirements of Order Fulfilment and Product Technical Support areas within the company
• Support the creation and implementation of annual strategic plans for the overall Customer Experience department
• Recommend, implement & maintain customer service philosophy, processes and standards for the company.
• Act as the Voice of Customer champion between our customers and Phantom and maintain an effective and efficient two-way flow of all pertinent information.

Customer Service Excellence

• Establish and foster a culture that prioritizes exceptional customer service within our established definition of the Phantom Experience while pursuing the goal to being ‘Easier to Do Business With’
• Instill a customer-centric mindset within the company consistently exceeding customer expectations.
• You will develop and implement strategies that ensure our customers receive the highest level of service possible and continuously enhance the customer experience.
• Act as the conduit between customers and Phantom, monitoring customer satisfaction metrics and feedback, identifying areas for improvement and driving customer-centric initiatives.
• Responsible for and act as first point of contact for end-consumer queries and complaints whether product or distributor-related
• Improve tracking and analysis of customer issues to understand trends etc. These are queries that are related to product implementation or technical issues, direct from distributors.
• Responsible for executing on the company’s pricing philosophy and pricing decisions (product and freight) and has the authority to extend reasonable goodwill gestures to right any company wrongs up to a pre-defined level of authority and manages the customer mulligan program to defined parameters
• Collaborate with cross-functional teams, working to streamline and optimize the product ordering process from product catalogue, pricing, ordering platform, shipping & logistics, and after-sales service and support, to provide customers with a seamless and effortless experience.

Customer Sales Claim Management

• Manage and improve the customer sales claim process which aligns with our Customer Experience philosophy.
• Ensure that customer complaints and concerns are handled efficiently and effectively and informs the organization to effect correction and prevention.
• Train and mentor the customer service team, equipping them with the necessary skills to manage and resolve sales claim issues to the delight of our customers, ultimately improving customer retention.
• Collaborate with relevant stakeholders, to investigate and resolve complex or escalated sales claim cases, ensuring fair outcomes for all parties involved.

Warranty Claim Process Management

• Acting as the champion Voice of the Customer, ensure incoming feedback on Product and Installation concerns, are dealt with in a timely and appropriate manner and communicated to the right parties, including the Quality Review Board
• Collaborate with the internal Quality Review Board team members and quality assurance teams to identify and address recurring warranty issues, allowing us to improve product reliability and ultimately enhance customer satisfaction.
• Responsible for timely, accurate and solution-focussed communication to our customer base for all product warranty issues
• Establish and maintain a comprehensive warranty claim process.
• Ensure that customer warranty claims are handled promptly and resolved in a timely manner.
• Provide guidance and support to the customer service team, to ensure that warranty claims are managed in compliance with company policies and procedures.

Order Fulfillment

• Management of the team that administers distributor orders, scheduling and communicating fulfilment and Order and shipping queries (i.e. chasing emergency questions)
• Ensuring the Orders Helpdesk is available at the times reflective of our Distributors’ needs.
• Work closely with the Business Development team supporting end-consumers resulting from Customers with delinquent accounts or abandoned territories,

Product Technical Support

• Oversee the product technical support team, ensuring that customers feel their inquiries and issues are listened to and responded to with stellar two-way communication and that they will be resolved promptly and effectively, enhancing the overall customer experience.
• Collaborate with the Product Management and Development leaders to ensure members of the organization learn and maintain the appropriate level of product knowledge required for their role and to enhance their employment experience.
• Responsible for the creation of a Product, Installation & Quality Training Certification program (Produce training videos and supporting documents (hosted in Phantom Screens University – and create link into dPortal)
• Responsible for delivery of all Distributor training (i.e. onboarding, following up on onboarding training with new hires, reinforcing original content etc.)

Position Requirements:

• A confident self-starter with a cheerful yet professional disposition; a positive and upbeat personality and a genuine desire to provide customer service at the highest level.
• Superior communication and interpersonal skills, and the ability to build/maintain positive relationships with a variety of internal and external contacts at all levels. In particular, an ability to engage and influence stakeholders at all levels of the organization.
• An aptitude for time-management; the ability to multi-task and remain calm and focused on an environment subject to constant interruptions.
• In-depth knowledge of order management and warranty claim processes.
• Ability to thrive in a fast-paced, dynamic environment.
• A can-do attitude with a keen understanding of team dynamics, and the accomplishment of team goals and objectives, as well as the ability to work independently as required.
• Accurate and efficient keyboarding skills using Microsoft Office, and other software programs.
• A high degree of initiative and the ability to work with minimal supervision.
• Pursuit of Operational Excellence: continuously improve the demand driven flow of customer value.
• The successful candidate must have a proven track record in a senior customer experience role, demonstrating a strong focus on customer satisfaction and service excellence through customer service technologies and tools.
• Excellent leadership and team management skills are essential. The ability to motivate and inspire a diverse team will be key to success in this role.
• Strong analytical and problem-solving abilities, coupled with a strategic mindset, are necessary to drive continuous improvement initiatives.

Academic Achievements and Work Experience

• Completion of a Degree or diploma in a Business Administration field (or equivalent).
• Minimum five years customer service experience preferably in a manufacturing setting, including minimum of two years in a leadership role.
• Knowledge and experience with Lean Management would be preferred.
• An equivalent combination of education and experience may be considered.

Note: This is an on-site job, applicants must be available locally and legally entitled to work in Canada.

We would like to thank all applicants, however, only those candidates selected for interviews will be contacted.

If you require additional assistance with your application, please contact hr@phantomscreens.com