Gerrie Electric is one of the largest independent electrical distributors, with 24 key Ontario locations and over 400 employees. We are a proud family owned, Canadian company and are headquartered in Burlington, ON. We are proud to be a Platinum Club winner of Canada’s Best Managed Companies. Having been in business since 1957, we are an established and well-respected company in the industry.

Culture

Our core purpose is passionately helping customers be more successful by delivering exceptional experiences. We strive for an inspiring culture and integrity in all that we do. 

Our success is powered by our people. We invest in the training & development of our employees and encourage career growth across all areas. We celebrate success and show recognition for a job well done. 

We believe a more diverse and inclusive environment brings strength to our organization, helps our customers to succeed and creates a significant competitive edge.  

What you will be doing

The Customer Experience Manager and Support Manager will lead and oversee a range of teams and initiatives focused on simplifying and enhancing the customer journey. This role is responsible for ensuring a seamless experience for customers across technical support, application support, customer success and service logistics. The ideal candidate will drive customer satisfaction and loyalty while streamlining operations to ensure efficiency and scalability.

Team Leadership

Lead and develop the Inside Technical Support and Application Support teams to ensure high-quality, timely assistance to customers.

Manage the Customer Success function, ensuring proactive engagement with customers to drive retention, upsell opportunities, and overall satisfaction.

Oversee the support resources to ensure flawless execution of customer training logistics, communication, and support. 

Customer Experience Optimization

Design and implement processes to simplify and enhance the customer journey from inquiry to post-sale support.

Ensure all touchpoints with the customer are seamless, efficient, and geared towards resolving issues quickly and proactively.

Collaborate with internal teams to gather feedback and identify areas for improvement in the customer experience.

Customer Engagement and Loyalty

Lead initiatives to improve customer engagement through effective communication

Coordinate customer feedback collection and translate insights into actionable strategies that improve overall customer satisfaction.

Collaborate with the Digital Marketing Specialist to create campaigns that promote customer retention, advocacy, and brand loyalty.

Channel Asset Management

Oversee the Channel Asset Management Professional (CHAMP) function, ensuring the effective distribution and utilization of channel assets to drive customer success.

Reporting and Metrics

Establish and track key performance metrics that measure the effectiveness of customer support and marketing efforts.

Provide regular updates to executive leadership on customer experience trends, improvements, and areas requiring attention.

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT) & Net Promoter Score (NPS):

Track overall customer satisfaction and likelihood to recommend the company based on feedback from support and success teams.

First Response and Resolution Times

Measure the time taken by the technical and application support teams to provide an initial response and resolve customer issues.

Customer Onboarding and Training Efficiency

Assess the effectiveness of training sessions organized by the support resource, including participation rates and feedback on training quality.

Channel Asset Utilization

Measure how effectively the CHAMP program is improving customer experience and driving business outcomes.

COMMUNICATION

Communicate clearly and concisely both orally and in writing. 

Establish and maintain positive collaborative relationships with customers. 

TEAMWORK AND COLLABORATION

Create and maintain a team atmosphere and ensure employee concerns are resolved promptly.  

PROBLEM SOLVING

Be able to recommend creative solutions to various issues that may arise.

QUALITY

Ensure employees understand and adhere to ISO policies and procedures. 

PERSONAL DEVELOPMENT 

Participate in conferences, seminars, and other educational opportunities; reading professional publications; maintain and participate in professional networks to enhance your knowledge and skills. 

Participates on committees and special projects as requested.

What you bring to the table

Bachelor’s degree in business, marketing or a related field preferred.

7+ years of experience in customer experience, customer success, or a related field.

Proven track record of managing diverse teams, including technical support, customer success, and customer loyalty functions.

Experience with customer feedback tools, CRM systems, and process improvement methodologies.

Demonstrated ability to improve customer satisfaction and retention through process optimization and loyalty initiatives.

Strong leadership and team development skills, with a focus on customer-centric service.

Excellent communication and problem-solving skills, with a strong ability to work cross-functionally.

Experience with data-driven decision-making, using customer insights to improve performance.

Knowledge of digital marketing strategies and customer loyalty programs.

Don’t have all of these qualifications? Feel free to send in your resume, we can train you on what you need to know or there might be another role that fits better. 

We believe in taking care of our people

Major medical + dental coverage for yourself and your dependents (flex plan options available) 

Employee Assistance Program 

Global travel coverage 

Pension plan with contribution matching 

Training, development and career growth opportunities  

Tuition re-imbursement program 

Promote from within culture 

A diverse and inclusive workplace 

Caring and nurturing environment 

Words that our employees use to describe us

Inclusive, team-oriented, motivating, happy, forward thinking, innovative, successful 

*Flexible interview options are available!