Customer Service Manager

2 weeks ago

Montreal, Quebec, Canada FortNine Full time
FortNine is a rapidly growing motorcycle and powersports e-commerce company.

Join a team of multidisciplinary experts passionate about making an impact on the industry and redefining how people shop in Canada.


Reporting directly to the Director of Operations, the Customer Service Manager is responsible for ensuring that FortNine customers are satisfied at all times.

This role includes managing the CS department, training and retaining the talents and maintaining the highest standards in ensuring that all the policies and procedures are followed.


MAIN RESPONSIBILITIES:

Ensure quality customer service is being offered:
Being the customer advocate; we want you to be the constant reminder of what the customer wants in every aspect of the business,
Keeping the team motivated
Proposing and documenting new CS policies
Handling exceptions and second level escalations
Reviewing any negative feedback and sharing lessons learned with the team(s)

Ensure the CS team is organized, efficient and productive:
Managing workloads and schedules, setting expectations and goals, and following up
Reviewing, improving, and documenting workflow processes
Investigating and reporting issues with the operations, catalog, and other departments
Holding regular team meetings
Reviewing, updating, and documenting CS policies
Managing the bonus program for CS team
Managing the performance of the existing staff

Ensure the CS department is properly staffed:
Determining if dedicated resources are sufficient.
Assisting in hiring / training new talent

Miscellaneous tasks:

Ensure that the company reputation and image in the industry is consistent,
Create, track and record CS KPIs and metrics to measure team productivity.

PREFERRED SKILLS AND COMPETENCIES:

Organizational and planning skills to develop budget, strategies, internal policies, and resource allocation
Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals
Listening skills, to understand exactly what customers and team members require
Problem-solving skills
Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
Motivational skills and an ability to supervise and lead a team of customer service agents
Creative thinking, to be able to come up with new ideas to improve customer service standards
Ability to work well under pressure.
Able to build and maintain lasting relationships with other departments, key business partners, and government agencies.
Advanced computer skills (familiarity with project management tools i.e. Jira, Confluence and advanced level of Excel).

QUALIFICATIONS AND JOB REQUIREMENTS:

Previous supervisory/account management/management experience for at least 5 years for a team of 15+.
University degree preferred.
Knowledge of customer service and administration
Industry experience (e-commerce)
Must be located in Montreal, QC and able to commute to the office on a Hybrid model.
Expert communication skills in English and French, both verbally and in written form.

WHAT WE OFFER:

Competitive salary.
Paid personal days.
Health Insurance including medical, dental, vision and life.
Healthy Snacks and Drinks.
Quiet, clean and newly built office environment.
Located within a 5-minute walk from Du College station (orange line) and offering free parking.
Ergonomic workstations and the best tools made available to you.
Hard working, respectful and friendly coworkers.
A strong culture that encourages collective accomplishments and enables individual progression.

  • Version Française:
FortNine est une entreprise de commerce électronique de motos et de sports motorisés en pleine croissance.

Joignez-vous à une équipe d'experts multidisciplinaires passionnés par l'idée d'avoir un impact sur l'industrie et de redéfinir la façon dont les gens font leurs achats au Canada.


Relevant directement du directeur des opérations, le directeur du service à la clientèle est chargé de veiller à ce que les clients de FortNine soient satisfaits en tout temps.


Responsabilités Principales:

S'assurer qu'un service client de qualité est offert:

Être le défenseur du client ; nous voulons que vous soyez le rappel constant de ce que le client veut dans tous les aspects de l'entreprise.

Maintenir la motivation de l'équipe
Proposer et documenter de nouvelles politiques de service à la clientèle
Gérer les exceptions et les escalades de deuxième niveau
Examiner tout commentaire négatif et partager les leçons apprises avec l'équipe.

S'assurer que l'équipe est organisée, efficace et productive:
Gérer les charges de travail et les horaires, fixer des attentes et des objectifs, et assurer le suivi.
Examiner, améliorer et documenter les processus de travail.
Enquêter et rapporter les problèmes avec les opérations, le marchandisage, et les autres départements.
Organiser des réunions d'équipe régulières
Réviser, mett

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