Customer Experience & Operations Manager (Contract)

Prollenium Medical Technologies Inc.; Richmond Hill; Presencial; CAD 60.000 - 65.000; Jornada completa

Descripción de la vacante

Prollenium Medical Technologies Inc. in Richmond Hill is seeking a Customer Service Manager to lead a high-performing team across order-to-cash.

You will drive customer satisfaction, develop people, and optimize processes with data-driven decisions to support growth. You will partner with Sales, Supply Chain, Operations, Quality, Finance and Logistics to foster accountability, continuous improvement, and a customer-focused culture.

Formación

• Minimum 5 years of customer service experience, including at least 3 years in a leadership or management role.
• Experience leading and developing high-performing customer service teams.
• Experience establishing, monitoring, and improving customer service KPIs and performance metrics.
• Experience driving process improvement and operational excellence initiatives.
• Experience working within ERP and CRM systems.
• Strong analytical capabilities with data-driven decision making.
• Advanced Microsoft Excel skills for data analysis and reporting.
• Excellent written and verbal communication skills.
• Proven ability to collaborate across Sales, Operations, Supply Chain, Quality, Finance, and other functions.

Responsabilidades

• Lead, coach, mentor, and develop the Customer Service team to achieve performance, engagement, and customer satisfaction.
• Establish performance expectations and provide ongoing coaching and development.
• Conduct performance reviews and succession planning to build capability.
• Foster accountability, collaboration, and continuous improvement across the team.
• Drive continuous improvement in order management, service levels, and efficiency.
• Analyze data to identify trends, risks, and improvement opportunities.
• Develop and monitor KPIs including order accuracy, cycle time, response times, and RMAs.

Conocimientos

Customer service leadership

KPI management

Data analysis

ERP/CRM

Advanced Excel

Cross-functional collaboration

Herramientas

Excel

PowerPoint

Word

Teams

Descripción del empleo

Prollenium Medical Technologies Inc. in Richmond Hill is seeking a Customer Service Manager to lead a high-performing team across order-to-cash.

You will drive customer satisfaction, develop people, and optimize processes with data-driven decisions to support growth. You will partner with Sales, Supply Chain, Operations, Quality, Finance and Logistics to foster accountability, continuous improvement, and a customer-focused culture.