Customer Service Manager

8 months ago

Coquitlam, Canada Aarcomm Systems Full time

Aarcomm Systems is an electronics design and manufacturing company focused on providing next generation radio remote controls for mobile construction and utility equipment. We are a fast-growing technology company looking for exceptionally motivated people who love to see the impact of their work on a daily basis, who are driven to ensure the success of the company, and who want to be a part of something special. We are looking for an enthusiastic, considerate, proactive individual with a strong desire to work in a fast-paced, team based collaborative design environment to help us develop next generation technologies.

**Description**:
At Aarcomm, we prioritize customer satisfaction and aim to build strong relationships with our valued customers. Our customer service team plays a crucial role in ensuring exceptional experiences for our customers, while also capturing leads to support upselling and brand recognition efforts.

We are seeking a dynamic and customer-focused Customer Service Manager to join our team. As the Customer Service Manager, your primary goal will be to keep customers happy and satisfied. You will lead a team of skilled technicians responsible for repairing electronics, providing technical support, and delivering excellent customer service. Additionally, you will collaborate closely with the Sales department to capture leads generated through repairs and leverage those opportunities to upsell our new products, thereby enhancing brand recognition.

**Responsibilities**:

- Lead and manage a team of technicians responsible for repairing electronics, addressing technical support questions, and delivering outstanding customer service.
- Foster a positive and high-performance culture within the customer service team, setting clear expectations, providing regular feedback, and supporting professional growth.
- Oversee the repair process, ensuring repairs are conducted efficiently and accurately, while proactively seeking opportunities to capture leads for upselling purposes.
- Handle escalated customer queries and complaints, promptly resolving complex issues in order to achieve high levels of customer satisfaction.
- Develop a comprehensive understanding of our product line to effectively address technical inquiries and provide accurate information to customers.
- Collaborate closely with the Sales department to identify leads generated through repairs and forward those opportunities to drive upselling and new product adoption.
- Monitor and analyze customer service metrics to evaluate team performance, identify areas for improvement, and implement strategies to enhance overall customer satisfaction and lead capture.
- Cultivate effective communication channels with internal departments, including Sales, Marketing, and Operations, fostering a synchronized approach towards customer service and lead generation activities.
- Stay abreast of industry trends, advancements, and competitor activities, sharing insights and recommendations with the team and management to continuously improve our customer service efforts and brand recognition.

**Qualifications**:

- Bachelor's degree in a relevant field or equivalent experience.
- Proven track record in a customer service management role, preferably within the electronics industry.
- Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
- Exceptional communication skills, both written and verbal, enabling effective interaction with customers and colleagues at all levels.
- Technical knowledge of electronics, coupled with the ability to troubleshoot common technical issues.
- Exceptional problem-solving abilities with an unwavering commitment to a customer-centric mindset.
- Strong organizational skills and the ability to prioritize tasks in a fast-paced environment.
- Proficiency in using customer service software and tools to streamline operations.
- Proficient in data analysis to generate reports, derive actionable insights, and drive continuous improvements.
- Business acumen and ability to identify leads generated through repairs, effectively capturing and forwarding those opportunities to the Sales department for upselling and building brand recognition.
- A customer-oriented mindset with an unwavering dedication to providing exceptional service and exceeding customer expectations.
- Adaptability to pivot and adjust priorities in response to changing customer needs and business requirements.

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