Senior Customer Experience Associate

Role Overview

• Guide customers and junior level staff to TD resources, ensuring internal and external customers have a consistent and positive pre-sale experience
• Respond to inquiries and issues requiring in depth research and follow through
• Identify and implement improvements of internal and customer facing processes that enhance the efficiency of order management and operational functions
• Monitor the effectiveness of implemented changes and adjust strategies as needed to ensure continuous improvement.
• Provide training, coaching, and support to internal teams to improve their ability to utilize new tools, systems, and processes effectively.
• Represent the Customer Experience Team and their customers during Go To Market and other Product related meetings and activities
• Submit completed quotes and bids to federally and/or state funded agencies
• Develop and maintain internal resources, tools, and best practices for use by the order management and other customer facing teams to ensure consistency and accuracy in operations.
• With the Customer Experience Manager, track and provide report outs on customer and internal customer trends and needs
• Conduct regular reviews of current processes, systems, and performance metrics to identify areas for improvement and propose actionable solutions.
• Review and update departmental forms and internal process documentation
• Collaborate with cross-functional teams to streamline processes, optimize workflows, and improve overall system efficiency and customer experience.
• Resolve escalated order management issues, assist with order management quality assurance initiatives and monitor backorders
• Foster customer relationships, gather and track feedback and recommend improvements to the order management experience with a “customer first” approach
• Perform various other duties as assigned

Requirements

• Bachelors degree or equivalent related experience
• 3 to 5 years experience in a related position
• Attention to detail with a commitment to achieving results through service excellence and high standards
• Excellent written and verbal communication skills
• Excellent problem resolution
• Bilingual (English/French) applicants are encouraged
• Proficiency in MS Office, including Excel, Word and PowerPoint
• Proficiency in Salesforce or similar CRM
• Ability to multi-task and work with interruptions
• Ability to communicate in different settings and with a variety of communication partners
• Travel may be required on occasion (1-2 times per year)

Tech Stack

• Go

Benefits

• Health insurance
• Paid time off
• Flexible work arrangements
• Professional development opportunities