Customer Service Manager

AppleOne; Vaughan; On-site; CAD 46,000 - 55,000; Full time

Job summary

A recruitment agency in Vaughan seeks a Customer Service Manager. This role involves managing a team and ensuring the highest customer experience through effective training and continuous improvement processes. Ideal candidates will have management experience and a strong background in customer service. Competitive salary up to $55K with great benefits.

Benefits

Benefits

Room for growth

Great Pay up to $55K

Qualifications

• 3-5 years of experience in a similar Customer Service role.
• 3-5 years of Management experience.
• Previous warehouse experience required.

Responsibilities

• Manage a Customer Care team, including performance appraisals.
• Ensure departmental accuracy through key reports review.
• Identify department training requirements and conduct training programs.
• Maintain open communication with Upper Management and other departments.

Skills

Management experience

Customer Service

Excellent computer skills

Tools

ERP systems

MS Office - Excel

Carrier Platforms

Job description

Overview

This Customer Service Manager Position Features :

• Direct Hire position
• Benefits
• Room for growth
• Great Pay to $55K

Immediate need for customer service manager seeking

The Ideal candidate will provide hands-on managerial and supervisory support to the Client Care Reps, maintaining a high level of product and pricing knowledge throughout the department. Ensure all sales, distributor, and customer requests are handled in a courteous, professional and timely manner as well as facilitate continuous improvement activities that enable the business to enhance the overall customer experience.

Responsibilities

• Manage a Customer Care team, including completing performance appraisals; establish work schedules, day-to-day operations, wage and salary administration, budget planning.
• Ensure departmental accuracy through daily review of key reports and indicators.
• Identify department training requirements on product and processes for Customer Service schedules, and (as necessary) conducts training programs to meet these needs to assure all personnel remain current. Document as required.
• Maintain and manage an open communication channel with Upper Management, Information Systems (IS), Sales / Marketing, Manufacturing, Warehouse Operations, Purchasing, and our distributors and end-users.
• Proactively identify and implement continuous quality and process improvements as it relates to Client Care
• Support Service and other departmental supervisors / managers whenever possible in handling special assignments in customer service as well as facilitating shipment of products.
• Establish, utilize and update quality management techniques for customer service, problem solving, corrective action, and process decisions.
• Consult with Sales / Marketing Teams, Distribution personnel and coordinates the processing of special or unusual orders and programs.
• Analyze backlog in order to identify possible shipments through partial releases, product substitution and expediting.
• Investigate, justify and implement new technologies in support of Company’s Customer Service to increase efficiencies to meet our customer expectations.
• Implement and coach team on best practices as relates to time management, daily workflow, managing priorities, stress management.
• Actively manage the Customer Complaint log and dashboard, ensuring responses and resolutions are established and implemented in a timely manner as per guidelines.
• Actively manage the open Return Good Authorizations to ensure requests are processed in a timely manner as per guidelines.
• Maintain Standard Operating Procedures as outlined in ISO Documentation and QMS.
• Ensure that all new staff are inducted into the requirements of the QMS related to their own roles and responsibilities. Provide updated training and documentation of such as necessary.
• Undertakes periodic but regular assessments of customer satisfaction and ensure that consequent improvements are identified and implemented.
• Perform other tasks as needed.

Requirements

• Must have Management experience, Customer Service and previous warehouse experience
• 3-5 years experience in a similar Customer Service role
• 3-5 years Management experience
• Excellent computer skills
• Previous experience with ERP systems, MS Office - Excel and Carrier Platforms

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Great benefits.