Customer Management Manager

Found in: Jooble CA O C2 - 1 week ago

Richmond Hill ON, Canada Amico Group of Companies Full time

Customer Service Manager:


Amico Corporation is a leading manufacturer of Medical Equipment with 9 manufacturing facilities employing over 1100 people across North America.
We offer many opportunities for advancement within the Amico Group of Companies, along with a comprehensive benefit package, employer paid vacation, management approved tuition reimbursement and an employee referral program.
The Ideal candidate will provide hands-on managerial and supervisory support to the Customer Care, Order Entry and Invoicing team maintaining a high level of product and pricing knowledge throughout the department. Ensure all sales, distributor, and customer requests are handled in a courteous, professional and timely manner as well as facilitate continuous improvement activities that enable the business to enhance the overall customer experience.
Manage a Customer Care team, including completing performance appraisals; Identify department training requirements on product and processes for Customer Service schedules, and (as necessary) conducts training programs to meet these needs to assure all personnel remain current. Maintain and manage an open communication channel with Upper Management, Information Systems (IS), Sales/Marketing, Manufacturing, Warehouse Operations, Purchasing, and our distributors and end-users.
Proactively identify and implement continuous quality and process improvements as it relates to Client Care
Support Service and other departmental supervisors/managers whenever possible in handling special assignments in customer service as well as facilitating shipment of products.
Establish, utilize and update quality management techniques for customer service, problem solving, corrective action, and process decisions.
Consult with Sales/Marketing Teams, Distribution personnel and coordinates the processing of special or unusual orders and programs.
Investigate, justify and implement new technologies in support of Company’s Customer Service to increase efficiencies to meet our customer expectations.
Implement and coach team on best practices as relates to time management, daily workflow, managing priorities, stress management.
Actively manage the Customer Complaint log and dashboard, ensuring responses and resolutions are established and implemented in a timely manner as per guidelines.
Actively manage the open Return Good Authorizations to ensure requests are processed in a timely manner as per guidelines.
Provide updated training and documentation of such as necessary.
Customer Service Manager:


Amico Corporation is a leading manufacturer of Medical Equipment with 9 manufacturing facilities employing over 1100 people across North America.
We offer many opportunities for advancement within the Amico Group of Companies, along with a comprehensive benefit package, employer paid vacation, management approved tuition reimbursement and an employee referral program.
The Ideal candidate will provide hands-on managerial and supervisory support to the Customer Care, Order Entry and Invoicing team maintaining a high level of product and pricing knowledge throughout the department. Ensure all sales, distributor, and customer requests are handled in a courteous, professional and timely manner as well as facilitate continuous improvement activities that enable the business to enhance the overall customer experience.
Manage a Customer Care team, including completing performance appraisals; Identify department training requirements on product and processes for Customer Service schedules, and (as necessary) conducts training programs to meet these needs to assure all personnel remain current. Maintain and manage an open communication channel with Upper Management, Information Systems (IS), Sales/Marketing, Manufacturing, Warehouse Operations, Purchasing, and our distributors and end-users.
Proactively identify and implement continuous quality and process improvements as it relates to Client Care
Support Service and other departmental supervisors/managers whenever possible in handling special assignments in customer service as well as facilitating shipment of products.
Establish, utilize and update quality management techniques for customer service, problem solving, corrective action, and process decisions.
Consult with Sales/Marketing Teams, Distribution personnel and coordinates the processing of special or unusual orders and programs.
Investigate, justify and implement new technologies in support of Company’s Customer Service to increase efficiencies to meet our customer expectations.
Implement and coach team on best practices as relates to time management, daily workflow, managing priorities, stress management.
Actively manage the Customer Complaint log and dashboard, ensuring responses and resolutions are established and implemented in a timely manner as per guidelines.
Actively manage the open Return Good Authorizations to ensure requests are processed in a timely manner as per guidelines.
Provide updated training and documentation of such as necessary.
Relevant education in Business Management or Administration.
Minimum 5-7 years of experience in building, managing, training and guiding teams.
Expert knowledge of computerized systems relating to ERP, CRM, Microsoft Outlook, Excel and any internal programs.
Experience developing and managing SOP and Work Instructions, and associated training records.
Must be able to manage a team of approximately 10.
Demonstrated ability to direct people and great time management and problem-solving skills
Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives

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