Customer Service Manager (Bilingual - French)

Socket.dev; Mississauga; Hybrid; CAD 68,000 - 92,000; Full time

Benefits offered by this job

Paid Sick Days

Comprehensive group benefit plan

Employer matching pension plan

Employee and family assistance program

Job summary

AMMEGA CANADA in Mississauga is seeking a bilingual Customer Service Manager to lead CS operations across Canada. The role starts in-person for the first six months, then shifts to a hybrid model within Canada.

You will drive process improvements, manage a team of CSRs, and coordinate with quality, planning, and sales to ensure exceptional customer experiences. The position requires 8+ years in customer-facing roles, 5+ years in management, and strong MS Office and CRM skills.

Qualifications

• Bachelor’s degree preferred.
• 8+ years of commercial/customer-facing experience.
• 5+ years in a management role.
• Bilingual French preferred.
• Ability to manage teams remotely.
• Ability to work with diverse customers & colleagues.
• Technical aptitude with Microsoft Office, CRM tools such as Salesforce/Navision/QlikView.
• Strong Excel, Word and PowerPoint skills.
• Must be able to work in Canada.

Responsibilities

• Lead customer service processes to meet business objectives and protect relationships.
• Drive continuous improvement to enhance customer experience.
• Set and report benchmark metrics for service excellence.
• Create training materials to standardize onboarding and experience.
• Balance workload and administer staffing needs.
• Plan, direct, supervise and evaluate workflow.
• Coordinate activities to meet operational volumes.
• Identify operational improvements and report them.
• Ensure policies and procedures are followed day-to-day.
• Monitor staff performance and conduct appraisals.
• Oversee pricing approvals and concessions.
• Make hiring decisions and conduct performance reviews.
• Liaise with quality, planning, SET and sales to align CS strategies.

Skills

8+ years commercial/customer-facing

5+ years management

Bilingual French (preferred)

Remote team management

CRM tools (Salesforce, Navision, Qlik)

Microsoft Office proficiency

Analytical, detail oriented

Education

Bachelor's degree preferred

Tools

Salesforce

Navision

QlikView

Microsoft Office

Job description

Bilingual Customer Service Manager (Mississauga) (En/Fr)

Summary

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

• Bachelor’s degree preferred;
• 8+ years of work experience in a commercial/customer-interfacing role;
• 5+ years of work experience in a management role;
• Bilingual (French) preferred.
• 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

1. Job Location: AMMEGA Canada Inc. - 265 Export Blvd, Mississauga, ON

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.

ABOUT US

https://www.youtube.com/watch?v=39vAb8rKOJs

https://www.youtube.com/watch?v=LBdYIMW1Gj0

AMMEGA CANADA is in full expansion and is looking for new talents to reinforce its teams.

AMMEGA is a global leader in product quality and service excellence for Lightweight Conveyor Belts, Power Transmission Belts, and Rubber Hose products. Our core mission is to fully enable the most dedicated, knowledgeable and creative team in the industry so that we remain the leading innovator in belting.

We cultivate internal talents, tradition of fabrication, and technical expertise to excel in management performance and operational efficiency in order to deliver enduring value to our customers.

Explore our website to get more information about our company & brands:

https://ammega.com/brands/

Ammega. We make your business move.

Ammega is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veterans status or any other legally protected factors. We foster an inclusive and accessible environment and are committed to providing support to applicants and employees with disabilities.

AMMEGA is a global company located in 40 countries.

We value our employees, customers, entrepreneurship and we act in an agile and responsible way. Our mission and continuous improvement culture is the foundation for a strong and sustainable businesses appreciated by our customers. The Ammega Group's businesses provide advanced and high-quality belting solutions for 20 different industries including global logistics, food production, fitness equipment, household appliances and energy production.

We belong to a global network of over 6000 employees of Ammega Group. Our employees, being a part of a high-performance organization, develop their careers in a global environment, participate in diverse teams and take advantage of our worldwide expertise in conveyor belting, power transmission, fluid power and business services. AMMEGA’s sustainable business approach ensures our teams operate within a safe and stable work environment, with high respect for their professional development and well-being.