Employment Status:
Permanent
Time Type:
À temps plein
BUILDING A WORLD CLASS TEAM STARTS WITH YOU
At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.
Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from every day househould items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact.
Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.
Job Summary:
Responsible for leading, developing and coordinating CSA Group’s customer experience initiatives for a specific Global Business Unit (Medical, Industrial or Home & Commercial) for all Regions globally. Accountable for administering our customer surveys and improving associated results, which includes bringing back learnings from customer service surveys to Operations and Commercial Unit.
Your duties:
1. Leads the development and execution of customer experience strategies for the specific country/region and respective global business unit.
2. Acts as an invaluable resource to customer facing staff in Operations and the Commercial Unit to help resolve issues with certification projects and customer quotes.
3. Developing and conducting annual ACDC in-person and online training to all customer-facing staff globally and within respective GBU to ensure each customer interaction is meeting or exceeding customer expectations.
4. Conduct customer service audits for all certification staff annually. Involves outreach to clients to get their assessment of our service.
5. Conduct customer calls for the purpose of determining customer service award winners in their respective global business unit.
6. Completes in a timely manner, reach-out to customers and resolves customer service issues from customer survey results.
Preferred Education & Experience:
7. University Degree or College Diploma in Engineering or related fields – an MBA would be an asset.
8. Minimum 5 years of TIC certification experience or equivalent, familiar with international and regional/country regulation, accreditation and notification requirements.
9. Business planning/execution experience required for multiple markets.
10. Excellent communication and interpersonal skills are essential.
11. English and German language - very good written and spoken - is a must.
12. Ability to work in a fast paced and team environments is critical.
13. Ability to lead multiple stakeholders and balance competing priorities.
14. Negotiation and diplomacy skills in managing stakeholder and internal issues.
15. Ability to influence, build networks and get things done without traditional line-authority.
What we offer:
16. Innovative company with great growth potential and opportunities for employee participation.
17. Internal networking with global experts.
18. On-site presence is required. Partial home office is possible.
19. Company pension plan
20. Wellness program for a relaxed work-life balance
21. Permanent direct employment and a future-proof job
Please provide your CV in English.