Job Description
Our client, a proven industry leader in the building materials sector, is actively looking for a Customer Service Manager to join their team. Be part of this companys continued success! The client is located near the West Etobicoke and Mississauga border. Customer Service Manager details:Great Salary up to $105,000Monday thru Friday – 8 am-5 pm ON siteThree weeks vacationSignificant Profit sharing available* Customer Service Manager Qualifications 5 years of experience working in a Manufacturing environment serving an independent dealer base is RequiredComputer Skills (MS Word, Excel, PowerPoint, E-mail).Experience with an ERP, CRM and metric systems5 years working in a Management role.Experienced leader with strong multitasking and prioritization skills.Skilled in coaching and managing multicultural teams, initiating and overseeing projects and collaborating across departments.Quick learner with a proactive approach to customer needs. Customer Service Manager What you’ll be doing. Account ManagementEngages with customers regularly to assess their satisfaction, uncover expansion opportunities, and address any concerns or issues that may arise.In charge of all aspects related to order and quote processingResponsible for investigating and processing credits and debits, as well as approving credits per assigned credit approval limits. Ensures that credit approval limits are adhered to.Work closely with Sales and Marketing teams to support customer needs; communicate/share integral information with Heads of Sales and Regional Sales Managers; support promotions and additional focus on new and existing customer accounts.Collaborates with Sales, Marketing, Engineering, Finance, Purchasing, and Production teams to identify opportunities for upselling or cross-selling additional features or solutions.Responsible for any changes in pricing in our internal pricing management systemIn conjunction with Sales and Marketing teams, assists with Company sponsored events targeted to develop and support the dealer network.Customer Onboarding and Adoption· Assists customers through the onboarding process, ensuring a seamless experience and helping them realize the value of our product.· Responsible for communicating all changes to the existing Online tool users via our internal ticketing system.· Responsible for providing ongoing training and support to customers, by helping them optimize their use of our online platformLeadership and Strategy· Formalizes a plan to develop staff within the department.· Prepares and submits the annual department budget including capital expenditures and headcount requirements.· Escalation support for CS Team.· Coach, mentor and provide training to the customer service team.· Working in conjunction with the Production Scheduling team, s/he is responsible for managing monthly level loading of customer orders.· Works with Engineering on special orders and designs to ensure customer satisfaction.Performance Reporting· Defines, track and analyze department’s Key Performance Indicators (KPI).· By utilizing data-driven insights, evaluate the effectiveness of customer service initiatives, identify areas for improvement, and inform strategic decision-making.· Analyzes customer behavior patterns and assesses the value derived, extracting actionable insights. Collaborates effectively with different departments by providing comprehensive feedback based on findings