Corporate Customer Service Manager

3 weeks ago

Woodbridge, Ontario, Canada CMP Group Ltd Full time

Corporate Customer Service Manager

CMP Group Ltd. (CMP) is a global manufacturing company with 6 manufacturing and distribution facilities throughout Canada, the United States, Italy, Australia, and China. CMP supplies the recreational and commercial marine industries with a broad range of products for various industry segments, including anchoring & ground tackle, corrosion, dock & boat accessories, and steering & controls. CMP manufactures and distributes products under the brands, Martyr, Rocna, Vulcan, Titan, Panther, Dock Edge, Octopus, Intellisteer, Sanitation Equipment and, Trollmaster.

Reporting to the Chief Financial Officer, the Corporate Customer Service Manager is responsible for championing the position of the "customer" by managing the order workflow , customer support processes, and providing prompt and accurate technical information for all company products as well as managing the day-to-day operations of the customer service department across North America.

Benefits:

  • Salary range - $95000 to $ based on experience)
  • Extended Benefits Plan (Vision/Dental/Prescription/etc.) as of your first day
  • Performance, Education & Referral Programs
  • Quarterly town halls, summer BBQ's, quarterly pizza lunch and Winter Holiday Party
  • And much more

Responsibilities:

  • Responsible for the direct supervision of team members across North America. This includes, but is not limited to, selection, training, performance evaluation and development, skills assessment, discipline and termination.
  • Manages and assess service statistics and prepare detailed reports on their findings.
  • Fosters a cooperative team environment conducive to the sharing of information and training to promote independent decision making.
  • Responds to escalated customer concerns and issues.
  • Facilitates training programs to enhance customer service performance and staff development.
  • Ensures that the customer service department is effective in the processing and expedition of customer orders.
  • Action-oriented approach to efficient resolution of product/service requests for customers.
  • Initiates and supports continuous improvement efforts that increase customer satisfaction and revenue throughout all areas of responsibility.
  • Supports the development and ensures implementation of new systems and processes that improve efficiency.
  • Leverages company database tools to create efficiency in logistics and customer satisfaction.
  • Responsible for overseeing the management of the Master data for customers in the ERP system
  • Works collaboratively with customers and all internal departments to drive customer satisfaction throughout the organization
  • Maintains and ensures process workflow, standard operating procedures (SOP) and documentation are up to date.
  • Supports the Finance team with the administration of collections initiatives and ensures that cash and credit card sales are paid prior to being released to shipping.
  • Provides basic quotation services
  • Timely and accurate sales lead information.
  • Facilitates Customer Returns and oversees the returns process and works with other functional groups in the organization to expedite the processing of credits.
  • Facilitates Warranty Claims and oversees the Warranty process.
  • Participates or provides resources as exhibitor at trade shows as required.

Quality:

  • Participate in Quality Audits as an Internal Auditor.
  • Ensures that subordinates participate in internal audits as required.
  • Closes outstanding Quality Reports within 14 days of issue.

Team building:

  • Conducts and documents 1X1 meetings with direct reports, conduct annual performance review.
  • Attends and participate in 1X1 meetings with the CFO.
  • Participates and contributes in the Steering Committee Meetings.

Training:

  • Work with direct reports to develop training plans for all employees

Safety:

  • Promotes safe work practices as outlined by CMP and the Provincial regulations

Requirements:

  • Bachelor's Degree in business or equivalent
  • 7 to 10 years of experience in customer service within a manufacturing industry, with at least 3 to 5 years in a management role
  • Demonstrated ability to lead a customer service migration to an e-commerce based operating environment
  • Proven track record from championing change and innovation within the organization
  • Must be able to develop a strong understanding of all CMP products and their applications
  • Must have outstanding problem solving skills and the ability to demonstrate a high level of responsiveness towards urgent customer issues
  • Must exhibit superior communication skills and the ability to maintain professionalism in times of great adversity and pressure
  • Works collaboratively and creates a sense of trust and reliability with internal team and customers
  • Demonstrates a strong work ethic and flexibility towards the needs of the business
  • Focused on details and follow through
  • Must demonstrate a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
  • Excellent team performance management and on-the-job coaching skills
  • Comfortable providing hands on support when required
  • Experience using CRM (Zoho would be an asset)
  • Experience using an ERP system (Visual would be an asset)
  • Comfortable travelling within Canada and to the USA (valid passport needed)
  • French language skills an asset (spoken and written)

Hours

  • 8:00 am – 4:30 pm, Monday to Friday
  • Hybrid - (3 days in the office and 2 days from home)

CMP values diversity and encourages applications from all qualified individuals who are legally entitled to work in Canada. We welcome applications from candidates with disabilities, and accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation please contact Human Resources. We thank all applicants for their interest and advise that only those selected for an interview will be contacted.

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