Manager of Customer Service

Our Client has an exciting career opportunity available. They are currently seeking a Manager of Customer Service to join their Niagara Falls, ON branch.

Our Client offers a competitive compensation and benefits package including:

• No Evening or Weekend Shifts
• Virtual Care
• Cost shared Health and Dental Benefits
• Life & AD&D Insurance
• Employee Profit Sharing Program
• Long Term Disability Benefits
• Group RRSP Matching
• Corporate Fitness Membership Program
• Employee Share Purchase Program
• Computer Purchase Plan
• Tuition Reimbursement Program
• Service Awards Program

Position Summary:

To coordinate and supervise all customer service activities to achieve total customer satisfaction consistent with good business practices. Oversee administrative and clerical activities and assist with the resolution of branch-related service issues.

Major Responsibilities:

• Supervise all front-line customer service functions including counter sales representatives, warehouse support persons and administrative support staff to maintain established service standards. Perform on-going department inspections to verify timeliness and accuracy of service.
• Set branch schedules and procedures to meet local service requirements.
• Coordinate with counter sales reps to address and resolve customer service concerns and claims.
• Staff all branch customer service positions. Conduct performance appraisals for these positions and prepare candidates for promotion.
• Direct procedural, product and application training for branch service personnel and develop individualized training plans for all service personnel.
• Responsible for prompt shipment of customer orders, efficient warehouse operations and good housekeeping.

Preferred Skills & Experience:

• College diploma or equivalent work experience.
• Broad knowledge of Company’s products, services and operations.
• Understanding and commitment to Company quality goals and standards.
• Excellent communication skills and leadership skills required.
• Ability to prioritize work and be flexible.
• Consistently able to meet deadlines.
• Ability to handle customer complaints and mediate customer disputes.
• Working knowledge of PC’s including Microsoft Word and Excel.

We wish to thank all applicants for their interest but advise that only those selected for an interview will be contacted.