Customer Service Manager
1 week ago
Customer Service Manager
Dartmouth, Nova Scotia
Reference #JL-18180
Maritime Paper Products LP is a dynamic and team-oriented company. They believe that hiring the best people results in superior packaging and stronger relationships with their customers. With broad capabilities, including in-house graphic and structural design, plate-making, and manufacturing for retail-ready display, they provide excellence in packaging solutions to their clients. Their facilities are located in Dartmouth, NS, Moncton, NB, Mount Pearl, NL and Summerside, PE. They are honored to be a member of Canada Best Managed Companies.
On behalf of our client, we are currently recruiting for a Customer Service Manager to join their team of dedicated professionals in Dartmouth, Nova Scotia.
The Customer Service Manager (CSM) is a pivotal role responsible for delivering exceptional customer service within Maritime Paper. This position requires a multifaceted skill set, including organizational and managerial acumen, in-depth knowledge of the product line, administration, operations expertise, and human resource management capabilities that align with the company vision and goals. This on-site position is both a leadership and hands-on role.
The primary objective is to ensure the smooth operation of the inside sales group by employing effective management techniques, motivating, training, and developing team members, and fostering a highly successful and efficient sales and service environment. The CSM serves as the product and service advocate, ensuring that all front-line staff possess the necessary product knowledge to fulfill client needs and generate quality referrals. As a role model and leader, the CSM must excel in problem-solving, decision-making, and departmental management to achieve optimal results.
This position requires a high degree of professionalism to all employees and customers and oversees the quality and efficiency of customer service. This is highly process driven and is responsible for writing and implementing standard procedures to improve, innovate and enhance customer experience while collaborating with other departments to resolve complex, escalated customer issues.
Key Responsibilities:
1. CSR Management/Leadership:
• Lead, motivate, and develop a team of 5-7 CSRs, providing guidance and support to enhance their performance in various locations.
• Establish clear performance objectives, conduct regular performance evaluations, and provide constructive feedback to drive continuous improvement.
• Foster a customer-centric culture within the team, emphasizing responsiveness, professionalism, and a commitment to exceeding customer expectations.
2. Expediting Orders:
• Monitor order processing and fulfillment, ensuring orders are expedited promptly and accurately.
• Collaborate closely with the Production and Planning teams to streamline workflows and resolve any production-related issues that may impact order delivery.
• Implement proactive measures to reduce order lead times and improve order accuracy.
3. Training and Development:
• Develop and execute training programs to equip CSRs with the knowledge and skills needed to excel in their roles.
• Provide ongoing coaching and mentorship to team members, fostering their professional growth and development.
• Stay up-to-date with industry trends and best practices to continuously enhance the team's capabilities.
4. Project Implementation:
• Lead and oversee customer service-related projects, including process improvements and system enhancements.
• Collaborate with cross-functional teams to ensure successful project execution, meeting timelines and objectives.
• Monitor project outcomes and implement adjustments as needed to achieve desired results.
Other Responsibilities:
• Provide comprehensive training to develop staff to meet established customer sales, service, and product knowledge standards.
• Coach and lead front-line employees, including monitoring performance, establishing performance goals and objectives while guiding their career development.
• Proactively address issues that impact service quality, efficiency, and productivity.
• Guarantee customer service staff possess and maintain interpersonal skills and comprehensive product knowledge across the product and service range.
• Strategize and monitor the daily activities of customer service operations.
• Take ownership of customer issues; investigate and resolve customer service concerns and questions and follow through to resolution.
• Operate as a liaison between sales, manufacturing, and shipping on a daily basis.
• Partner collaboratively with the Production Planning Team to align customer priorities.
• Assist in creating and managing the business plan and budget, reviewing, and ensuring efforts align with maintaining operating expenditures within budget.
What You Will Bring:
• Education: University degree in a relatable field.
• Experience: A minimum of 5-7 years of progressive experience in customer service management or a related role within a manufacturing environment. Demonstrated leadership experience required.
• Managing from a Distance: Proven ability to effectively manage and lead Customer Service Representatives (CSRs) across multiple geographically dispersed locations.
• Communication Skills: Excellent verbal and written communication skills to effectively interact with customers, employees, and other stakeholders.
• Problem-Solving Abilities: Strong analytical and problem-solving skills to address customer issues, identify root causes, and implement effective solutions.
• Technical Skills: Proficiency in customer relationship management (CRM) software and Microsoft Office Suite (Word, Excel, PowerPoint).
• Process Improvement: Demonstrated ability to lead process improvement initiatives, streamline workflows, and optimize customer service operations.
• Cross-Functional Collaboration: Proven ability to collaborate effectively with cross-functional teams, including Sales, Production, and Planning departments.
• Training and Development: Experience in developing and implementing training programs for customer service teams to enhance their skills and performance.
• Quality Assurance: Knowledge of quality assurance principles and practices to ensure consistent service quality.
• Language: Being bilingual is not a requirement, however it would be an asset.
• Must demonstrate open and transparent dialogue in all aspects of work.
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