Customer Service Manager

2 weeks ago

Greater Toronto Area Canada, Ontario Canadian Down & Feather Company Inc. Full time

Customer Service Manager


As the Customer Service Manager, you’ll ensure our customers receive the top-notch service Canadian Down & Feather Company is known for. You’ll accomplish this by managing our small (but mighty) Customer Service team, ensuring the department is properly resourced and running smoothy, and helping customers yourself This role is expected to be customer-facing.


We’re an eCommerce company that is serious about providing the best service, but don’t take ourselves too seriously. We are a Canadian manufacturer of down, feather, and down alternative bedding products. We sell ethically-sourced duvets, pillows, and mattress toppers through our online store and to national and independent retailers, hotels, and interior design professionals.


About our Customer Service:


· We assist customers via phone, email, and live chat.

· Our customers include the end consumer shopping on our website, customers shopping for our product at other retailers, and our retail and trade clients.

· We operate Monday-Friday 9-5:30 and may work evenings and weekends during our peak holiday season.

· We don’t use scripts or automations to communicate with customers. We value the human touch

· We have best practices and guidelines but are empowered to make exceptions to ensure customer satisfaction.

· We provide a high level of consumer education, spending time to explain product details and technical specifications at length to help customers make educated choices.

· We provide a personalized experience for every customer, attempting to find them a best match based on their unique needs and preferences.

· We’re honest and transparent. We don’t hard sell or upsell. We aim to build trust with the consumer, even if that means not making the sale.

· We log all customer feedback about our products and service and use those insights to drive continuous improvement.

· We try to proactively anticipate customers’ needs and go above and beyond to make a lasting impression – slip a note into a customer’s shipment, give a compliment, waive an expedited shipping fee, lend an ear to someone who’s having a tough day.

· We follow up with customers proactively with the goal of retention and relationship building.

· While we try to operate efficiently for the benefit of the consumer, we generally value quality over quantity.

· In addition to helping customers find their best match, we process returns, warranty claims, custom work / alterations, and perform some order processing and invoicing functions.



Team Leadership & Management:


· Day-to-day Supervision

o Supervise, mentor and provide guidance to team members.

o Provide regular feedback and conduct annual performance evaluations.

o Handle escalated customer issues and complaints.

o Work with team members to resolve complex inquiries.

o Ensure customers receive the level and quality of service we promise.

· Training and Development

o Conduct training for new hires and ongoing skill development for existing team members. Identify opportunities for growth and learning.

o Ensure team members have expert-level knowledge about our products, services, and industry.

· Staffing and Resource Management

o Manage staffing levels to ensure adequate coverage through seasonal fluctuations.

o Coordinate shift assignments and workload distribution.

o Participate in the recruitment and hiring process to build a skilled and motivated team.

· Compliance and Policy Adherence:

o Ensure compliance with company policies and procedures and regulatory. requirements that apply to our products and industry.



Department Management:


· Process Improvement

o Implement strategies to prevent recurring issues and improve overall customer satisfaction.

o Continuously improve and refine processes for efficiency and effectiveness.

o Identify opportunities for automation or technology solutions to streamline processes.

o Monitor KPI’s to measure process effectiveness.

o Continue to refine quality standards for customer interactions.

· Data and Feedback Collection

o Ensure customer feedback is logged and communicated to other departments as needed.

o Report on team performance, customer satisfaction, efficiency, and department health.

· Tool and Software Maintenance

o Ensure CRM and other digital tools are working properly. Re-configure for new users or changing workload.

o Perform basic troubleshooting as needed.

· Budgeting and Cost Management

o Develop and manage the department budget.

o Monitor expenses and identify opportunities for cost optimization without compromising service.

· Third-Party Vendor Management

o Manage relationships with third-party service providers.

o Negotiate contracts and service agreements as needed.

· Cross-Departmental Collaboration

o Foster a customer-centric culture across the organization.

o Work alongside other department managers (shipping, production, supply chain, sales, accounting, innovation, and more) to achieve mutual goals and solve problems.



Our ideal Customer Service Manager:


· Is willing to jump in and assist customers directly on a regular basis

· Has strong verbal and written English communication skills. A second language is an asset

· Is energetic, positive, and friendly

· Is quality and customer-experience obsessed

· Is motivated to go above and beyond to make each customer feel important and cared for

· Is a skilled people manager who is direct, kind, solutions-oriented and comfortable having difficult conversations

· Can work quickly and handle a busy workload with competing deadlines

· Is tech savvy

· is flexible to work evenings and weekends


About CDFC:


· We offer health care benefits and 24/7 access to our Employee Assistance Program.

· We offer room to grow We’ve been ranked as one of Canada’s fastest growing companies every year for the last 6 years. We value personal development and offer the opportunity to learn new things and follow your interests and curiosity.

· We are committed to consumer education and total transparency about our products and processes.

· We are committed to ethical sourcing, sustainability and social responsibility and strive for continuous improvement in these initiatives.

· We value creativity and fresh ideas. We offer a supportive, collaborative environment for testing new concepts and innovating.



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