Customer Service Manager

2 weeks ago


Edmonton, Canada Durabuilt Windows and Doors Full time

**Exceptional talent, Passionate Service Manager with the following accountabilities**:

- This role has 100% accountability to own exceptional customer experience.
- Work with the team and set SOPs to elevate the way we deliver on customer experience.
- Responsible for managing the department, reducing operating costs and making it profitable.
- Coach, mentor and run day to day operations with a team of technicians, apprentices, CSRs.
- Run all aspects of business for productivity including quoting, ordering, scheduling, and invoicing.
- Manage internal and external deadlines and provide feedback to quality department.
- Liaise with Customer, Sales and internal teams as required on service issues and opportunities.
- Lend support in all technical aspects including diagnostics and parts support as required.
- Ensure that the team has right capabilities to exceed department’s KPIs
- Resource planning is a key function for this role.
- Managing expenses, Service sales, health and safety are crucial to this role.
- Complying with all safety requirements such as toolbox and safety meetings and hazard analyses.
- Responsible for cost coding, time and materials.
- Monitor and deliver all aspects of HR interlocks for the team.

**REQUIREMENTS & QUALIFICATIONS**:

- Passion for delivering exceptional customer experience
- Coaching and mentoring skills to upskill staff to deliver the mandate for customer experience
- Ability to lead a team of 30 - 40 direct reports
- Experience in windows and doors or related industry
- Understanding business dynamics, foresee business risks and opportunities
- Adaptable and flexible with managing multiple priorities and timelines

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- EDMONTON, AB: reliably commute or plan to relocate before starting work (required)

Work Location: One location



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