Customer Service Manager

Fuze HR Solutions; Longueuil; On-site; CAD 55,000 - 75,000; Full time

Job summary

A dynamic company seeks a Customer Service Manager to lead their team in providing exceptional service. You will oversee operations, enhance customer satisfaction, and implement process improvements. The role requires strong leadership and at least three years of relevant experience.

Qualifications

• 3+ years of customer service experience in a production/project-based environment.
• Experience supervising a team of customer service representatives.
• Background in warehousing & distribution is a plus.

Responsibilities

• Supervise, mentor, and train customer service representatives.
• Handle escalated customer issues and resolve complex queries.
• Analyze processes to identify areas for improvement.

Skills

Customer Service

Team Leadership

Process Improvement

Communication

Problem Solving

Education

Bachelor's Degree

Manager / Supervisor Experience

Tools

MS Office (Excel)

ERP Systems

Job description

Are you looking to use your customer service skills to help win and retain customers?

Are you looking for a job where you can use those skills help our team ensure customers have the best possible experience when buying our products and services?

We are a diversified and dynamic company committed to delivering exceptional products and services. We pride ourselves on our customer-centric approach and are looking for a dedicated Customer Service Manager to join our team and help us continue to exceed customer expectations.

As the Customer Service Manager, you will be responsible for overseeing and enhancing our customer service operations. You will lead a team of customer service representatives, develop strategies to improve customer satisfaction, and ensure that our service standards align with our company values.

Key Responsibilities :

• Team Leadership : Supervise, mentor, and train customer service representatives to ensure high performance and professional development.
• Customer Support : Handle escalated customer issues and resolve complex queries with efficiency and empathy.
• Process Improvement : Analyze current processes and workflows, identify areas for improvement, and implement effective solutions to enhance customer experience.
• Performance Metrics : Enhance, develop, and monitor customer service metrics to establish service benchmarks and targets. Analyze things like response times, satisfaction, and resolution efficacy, to ensure progressive customer experiences.
• Collaboration : Work closely with other departments to address customer needs and improve service delivery.
• Reporting : Prepare regular reports on team performance, customer feedback, and service trends

Qualifications :

• Manager / Supervisor experience
• 3+ years of customer service experience in a production or project-based environment.
• Strong computer skills, particularly with MS office (Excel)
• Experience with ERP with the ability to adapt to customized systems
• A background in warehousing & distribution will be considered an asset.
• graphic arts knowledge, print design, or project management will be considered an asset

Hours : Monday-Friday 9 : 00 am - 5 : 00 PM

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