Customer Service Manager
Permanent On-site | Burlington, ON
Description
Duties and Responsibilities
- First and foremost, lead and manage a team of customer service representatives, providing guidance, training, and performance feedback.
- Ensure that customer inquiries and complaints are handled promptly and effectively and act as the final point of resolution when needed.
- Quickly acquire robust knowledge of product, process, and customer success metrics.
- Provide effective responses to distributor and end-user queries regarding quotes, products and services.
- Develop and implement professional quotation models and templates based on best practices for efficient pricing/quoting.
- Coordinate with IT Dept. for the successful operation of Smart-Quote online quoting solution.
- Collaborate with internal teams (Sales, Marketing, Manufacturing, PMO, Global Service & Support) to resolve complex customer issues and drive continuous improvement.
- Work closely with manufacturing to determine the best available promise and delivery dates for standard and rush deliveries.
- Ensure that all customer accounts and related information are set up and maintained in SalesForce CRM and related databases, including, but not limited to, customer “Bill To”, “Ship To”, credit and contact information, as well as product specifications, pricing, allowances, incentives and freight terms.
- Develop and implement processes to improve customer experience, efficiency, and resolution times.
- Monitor customer interactions across phone, email, and live chat to ensure quality standards are met.
- Communicate issues with credit problems appropriately and assist in their resolution.
- Administration of Distributor commission sharing policy.
- Administration of authorized Distributor contracts.
- Prepare regular reports on customer service performance and key metrics.
- Act as the voice of the customer within the organization, balancing customer requirements with company objectives.
- Develop and implement customer service policies, procedures, and standards.
- Be approved as a Designated Official (DO) for The Company’s certification of Canada’s Controlled Goods Program.
- Stay updated on industry best practices and emerging tools/technologies to enhance the support function.
- Must be able to react to change productively.
- May be required to travel from time to time.
- Undertake other tasks as assigned.
Qualifications
Knowledge, Skills and Abilities Required
- Ability to speak effectively and professionally to customers and employees of the organization.
- Exceptional organizational and time management skills.
- Strong team management skills, with the ability to facilitate a team environment and prioritize tasks.
- Excellent analytical and problem-solving skills.
- Software skills– Salesforce (CRM), Microsoft Excel, Microsoft Word, Accounting Database, ERP software.
- Excellent written and verbal communication skills, with the ability to lead a team and present information clearly and persuasively.
- Must be able to read technical drawings.
- Ability to work under pressure in a fast-paced environment.
- Ability to collaborate with team and work in a group.
- Requires good judgement and a professional demeanour.
Supervisory Responsibility
- Management of a team of Customer Service Representatives.
Minimum Qualifications
- Minimum 10 years experience working in a B2B Customer Service environment with at least 5 years in a supervisory role.
- Proven ability to manage and develop teams, with strong leadership and coaching skills.
- Experience in international export markets would be a major asset.
- Experience in SalesForce CRM and ERP implementation software would be an asset
- University or College degree.
Physical Demands
While performing the duties of this job, the employee is regularly required to sit, stand, walk, and talk or hear and is subjected to continual computer use.
Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.
Working Conditions
While performing the duties of this job the employee is subject to the conditions of an office environment most of the time. The noise level in the work environment is usually low. Longer work hours may be required to meet quote deadlines.
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