Customer Service Manager

Customer Service Manager

Position Summary

Reporting to the Vice President of Sales, the Customer Service Manager will be responsible for managing and developing the customer service team. The manager will have to show leadership to help the members of his team grow in order to perform better. It will have to set up key indicators to measure the performance of the department. He or she will have to collaborate with other internal departments to ensure a high level of customer service, site support services, refrigeration expertise, support for parts sales as well as follow up on service calls.

Job Responsibilities

  • Facilitate communications between several departments to ensure that the issues raised are resolved as quickly and efficiently as possible by finding innovative solutions.
  • Ensure that the customer service team proactively responds to all customer requests for assistance once our products arrive on site or during the life cycle of our products (site support services, refrigeration expertise, parts sales and service calls).
  • Manage the follow-ups of the improvements necessary to reduce the company’s non-conformities.
  • Develop and maintain a system with level 1 indicators (KPIs) and also leading indicators.
  • Ensure the development and maintenance of procedures within your team.
  • Ensure the productivity of the client service team towards the achievement of the results of this group by supervising and directing the activities of its sector in an optimal manner in order to offer an excellent level of service to clients.
  • Mobilize, coach and grow the team by establishing clear objectives, evaluating performance, and developing development plans.
  • Work closely with customers, representatives or sales agents, as needed, to maintain an outstanding customer experience.
  • Act as an agent of change by identifying various opportunities for improvement and offering ongoing support to your team to enhance the customer experience.
  • Participate in the recruitment and selection process of personnel in collaboration with the Human Resources team to fill vacancies within the customer service team.
  • Actively participate in various continuous improvement projects within the company.

Education and experience required.

  • Academic background in a technical field (mechanical engineering, industrial design, architecture or other related field) or a combination of education and experience deemed equivalent.
  • Minimum of 4 years of experience in a similar or related position.
  • Experience in the construction industry or in manufacturing (asset).

Key skills required.

  • Be efficient in personnel management by being a team player.
  • Advanced knowledge of computers and reporting.
  • Advanced knowledge of the Office suite.
  • Experience in the commercial/industrial construction field (an asset).
  • Ability to learn quickly and integrate technical concepts.
  • Basic knowledge of refrigeration systems.
  • Knowledge of an enterprise resource planning system (ERP) or a customer management system (CRM).

Able to work with deadlines and prioritize multiple projects at the same time.

Starting salary $81,000.00 annually

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