About the role
The Customer Experience Team Lead is responsible for coordinating and overseeing key customer‑facing services and systems.
This role ensures customers receive a consistent, professional, and efficient experience across all service channels while supporting continuous improvement and operational excellence.
Reports to: Vice President, Client Experience
Responsibilities:
Order Management Oversight
- Oversee end to end order workflows to ensure accuracy, timely processing, and compliance with internal controls.
- Manage escalations related to delayed, incorrect, or special-order requests.
- Implement process improvements to increase order accuracy, reduce cycle times, and improve customer communication.
Pro Desk Coordination
- Support Pro Desk functions including architect, specifier inquiries, and design assistance.
- Maintain consistent standards for professionalism, turnaround times, and technical accuracy.
- Support staff by implementing training on product configuration, order requirements, and customer inquiries.
Call Centre Administration
- Administrate daily call centre operations including call routing, queue management, voicemail oversight, and system updates.
- Report call metrics such as abandonment rates, speed of answer, and service level performance.
- Maintain call scripts, knowledge articles, and system configurations.
Ticketing Administration
- Administer Freshdesk ticketing workflows, automations, assignments, and response templates.
- Monitor ticket queues to ensure compliance and proper documentation.
Customer Setup & Record Administration
- Manage new customer account setup including data validation, system entry, and consistency across platforms.
- Maintain accurate customer records, updating changes to addresses, contacts, preferences, and dealer profiles.
- Ensure data governance and compliance with internal standards and privacy requirements.
- Collaborate with Finance, Sales, and Operations to ensure records support seamless order processing and billing.
Event Planning Support
- Coordinate internal and external events such as customer visits, dealer meetings, trade shows, training sessions, and special events.
- Manage logistics including venue booking, catering, scheduling, equipment setup, and attendee communication.
- Support project timelines, vendor coordination, and event budgeting as required.
Office Administration
- Provide general office administration support including supplies coordination, reception backup, meeting room coordination, and internal communication support.
- Maintain internal department documentation, process manuals, and communication boards.
- Support onboarding of new team members through systems setup and orientation.
Complaints Administrator
- Administer customer and dealer complaints from intake through resolution.
- Log, track, and categorize complaints in Freshdesk or other systems.
Leadership & Collaboration (Non Supervisory Lead Role)
- Provide day to day guidance, technical support, and subject matter expertise to Customer Experience staff.
- Act as the escalation administrator for complex or sensitive customer issues.
- Identify needs for training new team members and improving team competencies.
- Support alignment between Customer Experience, Sales, Production, Engineering, Logistics, and other internal groups.
Continuous Improvement
- Report service metrics, call data, ticket trends, and order accuracy reports to identify improvement opportunities.
- Participate in workflow changes, automation enhancements, and policy updates.
- Contribute to the development of customer experience standards and service improvement initiatives.
Qualifications
- 3-5+ years’ experience in customer service, order management, or service coordination roles.
- Project Management experience
- Experience with CRM or ticketing systems (Freshdesk preferred).
- Strong organizational, analytical, and problem solving abilities.
- Excellent communication and customer service skills.
- Ability to juggle multiple priorities in a fast paced environment.
- Experience coordinating events or office administration work is an asset.
Core Competencies
- Customer focus
- Communication and interpersonal skills
- Process orientation and documentation
- Ownership and accountability
- Technical systems proficiency
- Problem-solving and critical thinking
- Collaboration and cross-functional coordination
- Time and priority management
Pay: $70,000.00-$75,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
Application question(s):
- Do you have background in Electrical Engineering
Education:
- Bachelor's Degree (preferred)
Location:
- Edmonton, AB T5S 2J9 (required)
Work Location: In person
