Westward Parts - Full Time Customer Experience Manager

Location: Red Deer

Date posted: Apr 27, 2017


We are looking for a full-time permanent individual to join our Red Deer or Winnipeg office.  

Hours will be Monday thru Friday, 8am-5pm.

Westward Parts Services Ltd. is Canada’s leading wholesale distributor of “all makes” agricultural parts small sprayer, grounds maintenance and estate equipment. Based in Red Deer, Alberta, Westward Parts is a wholly owned subsidiary of MacDon Industries Ltd. We are currently looking for a dynamic Customer Experience Manager in the Red Deer or Winnipeg Office.


*Minimum 5 years’ experience working in a customer care or equivalent role

*3-5 years of previous management experience

*Knowledge of customer experience management tools

*Previous experience in an agriculture setting would be preferred but not necessary

*Ability to manage multiple projects and changing priorities effectively in a complex, fast-paced business environment with strict deadlines

*Strong project management skills; managing communication, timelines, defining clear objectives, and delivering key insights on research questions in a timely manner

*Experience with delivering presentations at a senior level as well as the ability to report up to mid and senior level leaders is a must

*Ability to easily transition between tactical and strategic projects

*Demonstrate strategic skills, ability to prioritize effectively

*Display a flexible and creative approach to problem solving

*Excellent written and verbal communications skills

Westward offers a full benefit: Health/Dental/Vision & Life Insurance after a 3 month probationary period. Group RSP after 1 year of service.

Please forward cover letter and resume to:

All those selected for an interview will be contacted.


*Someone to oversee the development of company standards and processes for broad customer relation programs that address both Westward Parts obligations and customer expectations

*Work in creating standards for ongoing education and training of Westward Parts employees and customers on Westward Parts’ product offering and product features.

*Team player working with sales, marketing, purchasing and accounting to ensure strong internal communication, resulting in a positive Westward reputation amongst our customer’s.

*Manage all customer phone calls, email inquiries, website inquires, website chat, and all other inquires to Westward Parts

*Incorporate proactive selling steps into the call management process such as promoting new products, product specials and associated parts

*Manage all order entry functions

*Establish and implement policies to ensure parts orders are delivered in the shortest time frame at the lowest cost

*Implement a centralized customer experience department

*Develop customer service, branch transfer, direct ship rules and a backorder recover plan