Customer Experience Lead

Full Time, Permanent

Working within one of the safest organizations in the industry where your safety and well-being are our most important priority

Working for the best-in-class equipment dealer and with the premium Caterpillar brand

Opportunities to continuously Learn, Grow and Develop with our Toromont team through our internal Training teams that are geared for your success

Competitive total rewards including: wages, benefits, and premiums (as eligible)

An opportunity for flexible work schedules and opportunities across multiple locations across Eastern Canada

Implement Toromont’s customer experience strategy. Track and Report KPI’s around customer loyalty and liase with regional leaders to ensure we deliver on the Toromont Cat and Caterpillar brand promise.

Manage data collection and effective distribution within the organization. Analyze customer surveys and VOC feedback to identify issues at the operational level. Communicate gap assessment data branch leadership and assist with improvement plans. This includes direct project management of the improvement initiatives.

Work with the equipment, parts and service teams across the assigned regions and verticals to implement and monitor customer experience initiatives.

Complete quarterly branch assessments in the assigned region and/or vertical. Work with regional leaders to implement needed changes.

Monitor the issue recovery process to ensure they are closed within 48 hours.

Work with Branch Admins to maintain Sales Welcome Kits.

Manage and maintain the You’re Appreciated employee recognition program.

With over 4,000 employees and 56 locations from Manitoba to Newfoundland, Toromont Cat has a proven track record, industry knowledge, dealership infrastructure, and service mindset to ensure our Construction, Mining, and Power Generation customers succeed. At Toromont Cat, work is built around people's strengths, our products, technology and an outstanding customer experience and through our strong partnership with Caterpillar ™, Toromont Cat takes care of our employees who take care of our customers! When you join our team, you become a member of the Toromont family. Your success is our success!

Please note that our hiring processes involve the use of artificial intelligence (AI) tools to assist with screening, assessing, or selecting candidates; all final decisions are reviewed by our Talent Acquisition team to ensure fairness and compliance with applicable laws.