Customer Service Manager

3 weeks ago

Newmarket, Canada Acushnet Canada Inc Full time

Acushnet Canada Inc., home to the leading brands in golf - Titleist and FootJoy - has an exciting full-time opportunity for a Customer Service Manager.

**Job Summary**:
**Areas of Responsibility**:

- Set and execute strategy for Customer Service operations. Recommend business and strategic short-term and long-term initiatives/goals, including planning for and managing change. Collaborate and engage with other leaders in the formulation and execution of stock and custom sales operations, sales strategies in support of macro sales and company strategies and goals.
- Use strong customer service and leadership skills to foster a culture of high performance and industry leading customer service that reflects company core values and strategy. Establish benchmark performance both within and beyond the golf industry and maintains premium service status.
- Continually monitor potential call center and CRM systems and technology. Identify best practices and make recommendations for modifications to senior management. Oversee the maintenance and function of existing order entry systems.
- Manage orders to meet various company objectives with an emphasis on time sensitive imperatives and high completion metrics. Execute COM corrections by the end of each month. Utilize audit reports to deal with other orders requiring system maintenance.
- Provide direction and growth opportunities for our professional development associates to be exposed to and proficient with our business.
- Schedule and monitor completion of daily order audit reports to ensure orders ship with proper coding and pricing; monitor stock dashboard to ensure order accuracy from our external systems.
- Make recommendations to Director on the development of departmental budget and manage costs effectively.

**Qualifications**:

- Minimum of five (5) years of customer service experience with a minimum of two (2) years of experience managing a medium to large Customer Service / Call Center team, preferably in the golf or related industry.
- Minimum of two (2) years in a leadership role with responsibilities that included interviewing, hiring, training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees, resolving problems, and assessing needed talent.
- Strong knowledge of ERP principles, practices, and procedures. Must possess exceptional technical skills with the ability to adapt quickly to new and emerging programs/software. Advanced skill set in Microsoft Excel. Intermediate to Advanced skill set in Microsoft Office Word and PowerPoint.
- Must have excellent leadership, presentation, analytical, delegation and people management skills. Must be adaptable and manage competing demands.
- Bachelor’s degree in business or a related area is required.
- French language skills are an asset.

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- Paid time off
- RRSP match
- Store discount
- Vision care
- Wellness program

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

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