Customer Care Manager

7 days ago

Lachine, Canada Surgmed Group Full time

**À propos de nous**: Fondé en 1992 et basé à Montréal, au Canada, le Groupe Surgmed dessert les marchés canadiens et mondiaux des soins de santé avec des dispositifs médicaux de haute qualité à des prix compétitifs, le tout appuyé par un service client exceptionnel. Ensemble, nos trois entreprises uniques—Advanced Surgi-Pharm Inc., Batrik Medical Manufacturing Inc., et Imperial Surgical Ltd.—s'efforcent d'être des leaders en offrant une valeur complète dans le domaine des soins de santé. Chez Surgmed, nous accordons une grande importance à la qualité de nos produits ainsi qu'aux relations que nous entretenons avec nos clients et partenaires précieux.

**About Us**: Founded in 1992 and headquartered in Montreal, Canada, The Surgmed Group of Companies serves the Canadian and global healthcare markets with high-quality, competitively priced medical devices, all backed by world-class customer care. Together, our three unique companies—Advanced Surgi-Pharm Inc., Batrik Medical Manufacturing Inc., and Imperial Surgical Ltd.—strive to be leaders in delivering comprehensive healthcare value. At Surgmed, we place a profound emphasis on the quality of our products and the relationships we cultivate with our valued customers and partners.

**Aperçu du poste**: Nous recherchons un(e) **Responsable du Service Client** expérimenté(e) pour diriger notre équipe dynamique du service client. En supervisant une équipe de 5 employés, vous jouerez un rôle clé pour assurer une expérience client exceptionnelle, optimiser les performances de l'équipe et aligner les initiatives du service client sur les objectifs de l'entreprise. Ce poste est un rôle de leadership pratique, idéal pour une personne passionnée par l'excellence opérationnelle et le développement d'équipes performantes.

**Position Overview**: We are seeking an experienced **Customer Care Manager** to lead our dynamic customer service team. Managing a team of 5 direct reports, you will play a key role in ensuring an exceptional customer experience, optimizing team performance, and aligning customer care initiatives with company goals. This is a hands-on leadership role ideal for someone who is passionate about operational excellence and developing strong, productive teams.

**Responsabilités principales**:

- Diriger et gérer une équipe de 5 professionnels du service client, y compris le recrutement, la formation, la gestion de la performance et le développement continu.
- Développer et maintenir en permanence les processus (procédures, instructions de travail, formulaires et flux de travail) afin d'améliorer la productivité, la qualité du service et favoriser un environnement harmonieux au sein du département.
- Superviser les politiques et procédures pour garantir la livraison des commandes dans les délais.
- Soutenir l'équipe du service client en entrant et en traitant les commandes, devis et accords de prix lorsque cela est nécessaire.
- Superviser la plateforme EDI, les transmissions, mettre en place de nouveaux partenaires commerciaux et résoudre les erreurs.
- Superviser, gérer et résoudre les non-conformités.
- Superviser et développer les listes de prix des clients, les accords de prix et les devis.
- Maintenir à jour les listes de prix et les listes de produits dans les logiciels de vente/CRM/ERP.
- Travailler en étroite collaboration avec l'équipe de vente et le directeur des ventes et du marketing pour répondre à leurs besoins.
- Collaborer avec les équipes de production et d'achats pour assurer une communication appropriée aux clients et à l'équipe de vente concernant les retards de produits et/ou les pénuries.
- Favoriser un environnement d'équipe positif et collaboratif tout en maintenant des niveaux élevés de motivation et de responsabilité.

**Key Responsibilities**:

- Lead and manage a team of 5 customer care professionals, including recruitment, training, performance management, and ongoing development.
- Continuously develop and maintain processes (procedures, work instructions, forms, and workflows) to improve productivity, quality of service, and foster a harmonious environment in the department.
- Oversee policies and procedures to ensure on-time delivery of orders.
- Support the Customer Care team by entering and processing orders, quotes, and pricing agreements when needed.
- Oversee the EDI platform, transmissions, set up new trade partners, and troubleshoot errors.
- Oversee, manage, and resolve non-conformities.
- Oversee and develop customer price lists, pricing agreements, and quotes.
- Maintain up-to-date price lists and product lists in Sales/CRM/ERP software.
- Work closely with the sales team and Director of Sales & Marketing to support their needs.
- Collaborate with the Production and Purchasing teams to ensure proper communication to customers and the sales team regarding product delays and/or shortages.
- Foster a positive and collaborative team environment while maintaining high levels of motivation and accountability.

**Qualif

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