Manager, Customer Service

7 days ago


Aurora, Ontario, Canada Hollister Incorporated Full time
Manager, Customer Service & Secure Start

Date:
Feb 9, 2024
Location(s):Aurora, ON, CA, L4G 0Z6
Company:Hollister Limited Canada
We Make Life More Rewarding and Dignified

Location:
Ontario

-
Department:Customer Service & Secure Start Services
Summary

  • The Manager, Customer Service & Secure Start will oversee the daily functions of the Customer Service department, through managing the processes and systems related to the servicing of our customers and managing team members in providing excellent customer service. They will manage the operational responsibilities of the Secure Start (Patient Services) department and will oversee daily operations of the sample room to ensure sample orders are processed in a timely fashion. The Manager will Develop and execute the strategy for Canada Secure Start (Patient Service) and Customer Service, as well as serve as a member of the Canada Leadership Team. This position will report onsite at our Aurora, Ontario office a minimum of 3 days per week.
    Responsibilities

Manage Customer Service & Secure Start Teams - 40%

  • Recruit and Train new Associates
  • Coach and provide individual feebdack on an ongoing basis
  • Assign work and provide direction as required
  • Ensure proper staff scheduling for vacations and absences
  • Complete Hollister Performance Management for direct reports Manage assigned operating expense plans of each team.
    Develop and Execute Strategy 20%
  • Develop Customer Service Strategy and annual refresh
  • Contribute to the development of the Secure Start strategy and annual refresh
  • Manage reporting and data analysis to provide information to support business needs and guide strategic targeting
  • Provide monthly and quarterly metrics
  • Collaborate with Management team to ensure accurate measurements and reporting.
  • Lead Change management efforts for process/system changes

Customer Interaction and Management - 20%
Manage customer and consumer issues/concerns that are elevated beyond Customer Service Representatives and Secure Start Supervisor
Liaison Activities - 20%

  • IT Business Unit Analyst to ensure proper set up and maintain EDI customers.
  • Warehouse to ensure that any special customer shipping requests are honored.
  • Contracts/Pricing Analyst to ensure customers are receiving correct pricing.
  • Business Unit Analyst in developing/ implementing projects and improving processes.
  • Key Accounts department to support distributors relationships.
  • Marketing/Product Managers to ensure proper implementation of Strategy.
  • Provide customer and consumer feedback to the Sales and Marketing department.

Work Experience Requiements

  • Number of
Overall Years Necessary: 5 Consumer/customer service or equivalent work experience

  • Minimum 5 years management/ experience
  • Medical or pharmaceutical experience is preferred.
  • Minimum 5 years call center experience

Education Requiements

  • Bachelor's degree

Specialized Skills/Technical Knowledge

  • Excellent communications and coaching skills
  • Goal Oriented
  • Strong leadership skills
  • Detailed Oriented
  • Proficiency in SAP and Salesforce
  • Bilingual French/English skills are preferred(verbal and written)

About Hollister Incorporated

  • Hollister is an EO employer
  • M/F/Veteran/Disability
-
Job Req ID: 32542
Job Segment:Call Center Manager, Call Center Supervisor, Marketing Manager, Pharmaceutical Sales, Customer Service, Marketing, Sales

  • Aurora, Ontario, Canada Service Corporation International Full time

    Job SummaryManages and coordinates the operational activities of a funeral home, cemetery and/or crematory operation. Ensures the highest quality services and products, to satisfy the need of any client family, to maximize budgeted profit plans for the location, and maintain a positive employee relations atmosphere.JOB RESPONSIBILITIESAccounting Function...


  • Aurora, Ontario, Canada Hollister Incorporated Full time

    We Make Life More Rewarding and DignifiedLocation: OntarioDepartment:Secure StartSummaryThe customer service representative processes sales orders, credits, and returns to customers who directly order product from Hollister, including business-to- business (B2B), direct to consumer (DTC), hospitals, Veteran Affairs. Assist in the support of sales initiatives...


  • Aurora, Ontario, Canada U-Haul Full time

    Location: 51 Industrial Pkwy N, Aurora, Ontario L4G4C4 Canada Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Storage Customer Service Representative. As a Storage Customer Service Representative, you will work as part of a support team to be the face of U-Haul Company's...


  • Aurora, Ontario, Canada Parkers Cleaners Full time

    Serving Customers,Doing Laundry, Light duty end of shift cleaning,Job Type: Part-timePart-time hours: 20 per weekSalary: $16.00-$17.00 per hourFlexible Language Requirement: French not requiredSchedule: 4 hour shiftAbility to commute/relocate: Aurora, ON: reliably commute or plan to relocate before starting work (required)Education: Secondary School...


  • Aurora, Ontario, Canada Farm Boy Inc. Full time

    Job DescriptionThis position is responsible for ensuring that all objectives and goals of the department and store, as communicated by the Store Manager, are met and/or exceeded and for the day-to-day management of specific aspects of the department including ordering, merchandising, labour scheduling and customer service. The performance of the duties must...


  • Aurora, Ontario, Canada AppleOne Full time

    his Customer Service Representative Position Features: Straight day shift family oriented facility Comfortable lunch room Great Pay to $42KWe are currently looking for a talented customer service representative who can provide excellent customer service, follow up up on customers orders and billing, and ensure all orders are completed and followed up on...


  • Aurora, Ontario, Canada Farm Boy Inc. Full time

    This position is responsible for ensuring that all objectives and goals of the department and store, as communicated by the Store Manager, are met and/or exceeded and for the day-to-day management of specific aspects of the department including ordering, merchandising, labour scheduling and customer service. The performance of the duties must ensure a...


  • Aurora, Ontario, Canada Farm Boy Inc. Full time

    This position is responsible for ensuring that all objectives and goals of the department and store, as communicated by the Store Manager, are met and/or exceeded and for the day-to-day management of specific aspects of the department including ordering, merchandising, labour scheduling and customer service. The performance of the duties must ensure a...


  • Aurora, Ontario, Canada Farm Boy Full time

    Company Description At Farm Boy, it is our mission to create a fun, fresh experience for all Whether you are a team member or a customer, Farm Boy is passionate about creating a unique fresh food shopping experience and ensuring that we deliver on our commitments. As we continue to grow within Ontario, Farm Boy is excited to welcome new team members...


  • Aurora, Ontario, Canada Barrie Subaru Full time

    Financial Services Manager - Hyundai of Aurora Weins Auto Group is looking for an Automotive Financial Services Manager at Hyundai of Aurora . We know everyone needs a long weekend from time to time. We invest in your career with development and training opportunities.You'll establish and build strong relationships with all clients by focusing on recognizing...

  • Customer Service

    1 week ago


    Aurora, Ontario, Canada Freshii Full time

    Eat. Energize. That's the Freshii motto. We're excited to have you join our mission as a Team Member, so we can continue to make healthy food convenient and affordable for all citizens. Together, let's revolutionize how the world eatsYou will be the face of the Freshii brand on the front lines, energizing our guests every day. You'll provide fun, educational...


  • Aurora, Ontario, Canada The Hurst Bakery Full time

    customer service, front counter salesSalary: From $18.00 per hourExpected hours: No more than 40 per weekSchedule: 8 hour shift Day shift Morning shiftWork Location: In person


  • Aurora, Ontario, Canada Magna Full time

    #jobreq_print_container div {line-height: 14px;}#jobreq_print_container div span {font-size: 12px; } About us We see a future where everyone can live and move without limitations. That's why we are developing technologies, systems and concepts that make vehicles safer and cleaner, while serving our communities, the planet and, above all, people. Forward. For...


  • Aurora, Ontario, Canada Enhanced Care Clinic Full time

    At Enhanced Care, we know the importance of primary care and family practice in everyone's health and wellness. With a team of skilled individuals working alongside with over 70 family physicians, specialists, and allied health providers, our goal is to get our patients healthy, quickly and safely.Summary: Manager of Clinic Services is responsible for direct...


  • Aurora, Ontario, Canada Magna Full time

    About us We see a future where everyone can live and move without limitations. That's why we are developing technologies, systems and concepts that make vehicles safer and cleaner, while serving our communities, the planet and, above all, people. Forward. For all. Group Summary Magna is more than one of the world's largest suppliers in the automotive space....


  • Aurora, Ontario, Canada KTI Limited Full time

    Position SummaryAs a key member of our leadership team, the Director of Customer Solutions and Distribution Centre Operations plays a pivotal role in providing strategic direction, operational expertise, and leadership to our Customer Solutions and Distribution Centre teams. The successful candidate will collaborate closely with internal and external...

  • Service Valet

    7 days ago


    Aurora, Ontario, Canada BMW Aurora Full time

    WANT TO WORK for one of Canada's Best Managed Companies?Dilawri Group is now actively searching for aValet Diver to join the team atBMW AuroraABOUT USDilawri Group of Companies represents 79 dealerships nationwide with 20 dealerships in Ontario Dilawri Group offers a performance-driven culture that focuses on success through teamwork, a passion for...


  • Aurora, Ontario, Canada KTI Limited Full time

    Position Summary As a key member of our leadership team, the Director of Customer Solutions and Distribution Centre Operations plays a pivotal role in providing strategic direction, operational expertise, and leadership to our Customer Solutions and Distribution Centre teams. The successful candidate will collaborate closely with internal and external...


  • Aurora, Ontario, Canada York Hills Centre for Children Youth and Families Full time

    Manager ofCommunity Clinical ServicesFull-time permanentYork Hills is a children's mental health agency serving children and families in York Region. York Hills offers a wide range of mental health services, supports and partnerships providing meaningful and evidence informed/based treatment to children, youth and families.Benefits: Full extended health and...


  • Aurora, Ontario, Canada Magna International Inc. Full time

    About usWe see a future where everyone can live and move without limitations. That's why we are developing technologies, systems and concepts that make vehicles safer and cleaner, while serving our communities, the planet and, above all, people. Forward. For all. Group SummaryMagna is more than one of the world's largest suppliers in the automotive space. We...