Customer Service Manager

AMMEGA; Mississauga; Hybrid; CAD 72,000 - 88,000; Full time

Benefits offered by this job

Paid sick days

Comprehensive group benefit plan

Group pension plan with employer match

Employee and family assistance program

Job summary

AMMEGA in Canada is seeking a Customer Service Manager to lead and improve customer service processes, protect relationships and public reputation, and drive a continuous improvement mindset to create raving fans. This role reports to the Senior VP and manages CSRs across Canada in person and remote, with an initial in-person period followed by a hybrid model.

You will hire and evaluate staff, set benchmarks, coordinate with quality, planning, SET and sales, and ensure policies are applied.

Qualifications

• 8+ years in a commercial/customer-interfacing role
• 5+ years in a management role
• Ability to manage teams remotely
• Ability to work with customers & coworkers of different cultures
• Technical aptitude
• Analytical and detail oriented
• Service-minded and able to interface with customers independently
• Pro-active and able to work independently
• Strong experience with Microsoft Office products and CRM systems (Salesforce, Navision, QlikView)
• Proficient in Excel, Word, and PowerPoint
• Must be able to work in Canada

Responsibilities

• Lead, direct and control customer service processes to meet business objectives and protect customer relationships and public reputation
• Drive continuous improvement to enhance customer experience and create raving fans
• Manage a team of CSRs (in person and remote) across Canada
• Develop and monitor operating systems, policies, procedures, and information flow
• Set and report benchmark metrics to drive customer service excellence
• Create training materials to ensure consistent onboarding and seamless customer experience
• Administer and balance workload and supervise workflow
• Coordinate activities to meet operational requirements
• Identify and recommend operational improvements
• Hire decisions and performance appraisals
• Liaise with quality, planning, SET and sales to align customer service with corporate objectives

Skills

Team leadership

Customer service

Remote team management

Interpersonal communication

Analytical skills

Proactive

Tools

Salesforce

Navision

QlikView

Excel

Job description

The Customer Service Manager is responsible for leading, directing and controlling customer service processes and procedures so that they meet the organization's overall business objectives and protect the customer relationships and public reputation. The incumbent will drive continuous improvement mentality to enhance customer experience and create raving fans. This position reports to the Senior VP. This position manages a team of CSRs (in person and remote) across Canada. This is an in-person role for the first six months, after which it transitions to a hybrid model.

Primary Responsibilities

• Develop and monitor the application of operating systems including policies and procedures, operating structure, and information flow;
• Ensure the volume of work produced meets product/service standards and exceeds quality standards;
• Set and report benchmark metrics to drive customer service excellence;
• Create tools and training materials for customer service so onboarding is consistent and customer experience is seamless and performance is sustainable;
• Administer and balance workload;
• Plan, direct, supervise, and evaluate workflow;
• Coordinate work activities to achieve the volume expected to meet operational requirements;
• Recognize and recommend operational improvements;
• Responsible for the day-to-day application of organizational policies and procedures;
• Monitor performance of staff members according to established monitoring standards;
• Approve special price concessions, quotes, bid allowances, or adjustments;
• Make hiring decisions and conduct performance appraisals;
• Liaise with other staff, particularly in quality, planning, SET and sales, to ensure that customer service strategies and activities are integrated with other parts of the business and align to the overall corporate objectives

Knowledge and Skills Requirements

• 8+ years of work experience in a commercial/customer-interfacing role;
• 5+ years of work experience in a management role;
• Be able to manage teams remotely;
• Ability to deal with customers & coworkers of different cultures;
• Technical aptitude;
• Analytical, detail oriented;
• Service-minded, ability to independently interface with customers;
• Pro-active and able to work independently;
• Strong Experience with Microsoft Office products and CRM, Salesforce, Navision and QlikView;
• Strong in Excel, Word, and PowerPoint;
• Must be able to work in the Canada

Salary & Conditions:

2. Salary: $80K, depending on profile and experience

3. Days of work: Monday to Friday - Permanent Full-time position, 40 hours per week

BENEFITS:

• 1. Paid Sick Days
• 2. Employer Paid Comprehensive Group Benefit Plan – Life/AD&D/LTD/ Extended Health/Dental/Health Care Spending Account
• 3. Group Pension Plan with Employer Match
• 4. Employee and Family Assistance Program

The hiring is open to all applicants able to work 40 hours per week.

For the hiring you will need to provide valid photo ID, SIN number, banking details – Company will conduct criminal background check as part of onboarding.