Job Description
Food Cycle Science (FCS) Corporation designs, sells, and distributes food waste management solutions that aim to tackle the ever-growing problem of food waste. We are revolutionizing food waste management by offering unique products and innovative solutions that create sustainable practices and convert everyday food scraps into nutrient-rich, garden-ready fertilizers for households, businesses, and municipalities. We promote an environmentally sustainable life cycle, reducing landfill GHG emissions and reducing the exorbitant cost of food waste management.
We are in a new and emerging sector that is fast-paced and evolving each day. Food Cycle Science is an industry pioneer and thought leader when it comes to food waste management with products and solutions offered in several countries globally. You can work with our great team members and help change the way the world thinks about food waste.
As a small, diverse, and agile team, we’re a young and passionate entrepreneurial company that has only just begun to make its mark. We are looking for an experienced Customer Service Manager to lead the development and implementation of a comprehensive customer service strategy across all sales divisions.
Please visit www.foodcycler.com for more information on our product offerings and we humbly yet proudly offer you to hear more about us through our latest awards:
Reporting to the Senior Product Manager, the Customer Service Manager, will lead our customer service team and be responsible for devising and implementing a comprehensive customer service strategy across all sales divisions. Your pivotal role will not only focus on maximizing the potential of our CRM tools to enhance customer insights and automate processes but also directly impact our business outcomes by ensuring that our clients receive a reliable and high-quality overall customer experience.
Key Responsibilities:
- Lead the development and implementation of a comprehensive customer service strategy that integrates and enhances customer interaction across all sales divisions, significantly impacting overall customer engagement and satisfaction.
- Lead and motivate the customer service team, empowering them by providing the necessary tools and frameworks for positive customer interactions, ensuring accountability and removing roadblocks to ensure smooth operations. Implement a well-defined escalation process to ensure timely and effective issue resolution. Support and mentor your team providing the tools, training, and access to relevant information they need to excel.
- Manage the overall operations of the customer service department, maintaining high customer satisfaction through strategic oversight and hands-on management.
- Oversee the enhancement of CRM systems to ensure they deliver maximum functionality and efficiency. This involves defining and implementing specific CRM and integrated RMA tools, methodologies, or frameworks expected to be used for maximizing data insights and automating customer service processes.
- Conduct regular evaluations of CRM tool effectiveness, identifying areas for improvement and collaborating with IT and analytics teams to refine and upgrade systems, thereby staying at the forefront of technological advancements that benefit customer service strategies.
- Ensure a deep understanding of Products and Services. Work closely with other departments such as marketing, sales, and product development to stay updated on new products, services, and policies. Ensure customer service representatives are informed and equipped to handle customer inquiries and are active participants in company-wide customer-centric initiatives.
- Regularly review customer feedback and service performance metrics to identify areas for improvement and implement changes to enhance customer satisfaction. Use advanced data analysis techniques to drive these insights. Provide valuable customer data insights to marketing and sales.
- Prepare and present detailed reports on customer service operations and progress toward strategic goals to senior management, providing actionable insights and clear metrics that demonstrate the impact of customer service on overall business objectives.
- Answer incoming customer inquiries, manage and resolve any escalated inquiries and complaints in a timely manner. This includes direct interaction with customers to address and resolve complex issues that are escalated beyond the initial support levels.
- Other duties as assigned
Qualifications:
- Post-secondary education (Diploma/degree) in Business, Communications, or a related field. Equivalent experience will be considered as well
- A minimum of 7 years of experience in customer service
- Proven experience leading customer service teams, at least 2 years preferred
- Expertise in CRM platforms such as Salesforce or HubSpot, integration with an RMA system, with hands-on experience in maximizing these tools for enhanced customer interaction and operational efficiency
- Prior experience in e-commerce sales environments, with a deep understanding of the unique challenges and opportunities in these channels
- Demonstrated leadership abilities with a proven record of developing effective teams and fostering a culture of continuous improvement
- Excellent communication (verbal/written) and interpersonal relationship skills with strong listening and writing abilities
- Proficiency in Microsoft Office 365 (e.g., Word, PowerPoint, Excel) and virtual meeting event software (Teams, Zoom)
The following qualifications would be an asset:
- Having French speaking abilities is not a requirement, but would be considered an asset in this position
- Experience working in a start-up or high-growth environment is a plus
Core Competencies:
- Professional demeanour with good business acumen
- Exceptional organizational abilities with task prioritization, multi-tasking, use of timelines, and time management techniques
- A strong leader with the ability to effectively manage and motivate a team
- A continuous learner that supports best practices and continuous improvement
- Self-starter with a strong sense of personal accountability and ownership of work
- Demonstrated ability to work collaboratively and effectively through your strong interpersonal skills and team spirit
- Proven problem-solving ability and ability to predict issues that may need resolution/follow-up actions and the judgment/courage/business acumen to try new things without worrying about failing
- Creative mindset and a strong attention to detail
- A passion for sustainability and clean technology
What We Have to Offer You:
- Central Ottawa office (Westboro) location, hybrid work environment with mix of in-office and at-home work (minimum of 3 days per week in the office, subject to change)
- A FoodCycler unit for your own kitchen
- Competitive benefits package
- Group RRSP Plan
- Flexible vacation
- December holiday shutdown
- Regular social and team-building get-togethers for all team members
To Apply:
Please take the time to tell us about yourself in a cover letter – we want to hear your story – your background, your accomplishments, and why this role is a good fit for you.
Please submit your cover letter and résumé to our online portal by June 9, 2024. We know that fit for a role goes both ways, so feel free to email us in advance of applying and we can set up a time for a call. Please note that all applications will be acknowledged, but only those selected for an interview will be contacted. Compensation will be market competitive and will be dependent on your qualifications and experience. This posting will remain active on our website until our search process is complete.
Food Cycle Science Corporation is committed to providing an inclusive, barrier-free recruitment and selection process. Please contact us in confidence at HR@Foodcycler.com and provide notice in advance if you require accommodations at any stage of the recruitment process. All requests for accommodation(s) will be considered in a fair and objective manner that will ensure applicants are treated with respect and dignity.
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