Customer Service Manager

4 days ago

Cornwall, Canada Laminacorr Industries Inc. Full time

**JOB DESCRIPTION**

**Position**:Customer Service Manager

**Reports to**: Office Manager

**Direct Reports**: Customer Service Administrators.

**Position Summary**:
The Customer Service Manager provides excellent customer service and promotes this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

**Position Duties**:
The following duties **are not **intended to serve as a comprehensive list of all duties performed by employees in this position. Shown are duties intended to provide a representative summary of the major duties and responsibilities of the role. Employees in this position may not be required to perform all duties listed, and may be required to perform additional duties as required.

**Primary Responsibilities**:

- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports to identify sales trends
- Contribute customer service information and recommendations to strategic plans and reviews
- Recruit, mentor and develop customer service administrators and nurture an environment where they can excel through encouragement and empowerment
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget, initiate corrective actions when necessary
- Maintain an orderly workflow according to priorities
- Perform other duties as assigned

**Additional Responsibilities**:

- Determine customer requirements and expectations in order to recommend specific products and solutions
- Recommend alternate products based on cost, availability or specifications
- Monitor scheduled shipment dates to ensure timely delivery and expedite as needed
- Contact customers following sales to ensure ongoing customer satisfaction and to resolve any complaints
- Answer incoming telephone calls and route to appropriate department
- Principle contact person for Office Equipment needs

**Education**:

- Post-Secondary Education in Business Administration (or equivalent experience in a related role).

**Experience**:

- Minimum of two (2) years related work experience in customer service and/or inside sales

**Licenses/Certificates**:

- Not Required

**Knowledge, Skills and Abilities**
- Able to function in a dynamic, fast-paced, team environment where priorities are continually changing.
- Excellent verbal and written communication
- Superior telephone skills.
- Attentive to detail and ability to manage multiple tasks.
- Strong interpersonal skills to work closely with customers
- Self-motivated, able to work independently and as part of a team
- Ability to accept and integrate constructive feedback
- Effective deadline management and project management skills
- proficient at job costing and budgeting
- able to explain ideas to people with varying levels of technical knowledge
- Be able to work within deadlines and budgets.
- Excellent Oral and Written communication skills (Bilingual; English/French preferred)
- Strong organizational skills, with the ability to prioritize
- Able to maintain a high standard of professionalism

**Working Conditions**:
This job is performed in an office environment, and generally requires 50% sitting, 25% walking, and 25% standing. Occasional lifting, carrying, pushing, and/or pulling may be required from time to time.

Frequent computer use, involving visual concentration and significant fine finger dexterity, is also required in this role.

**Hours of Work**:

- Monday to Friday (8:30 am - 5:00 pm)
- 1-hour lunch (unpaid)

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

**Salary**: $65,000.00-$75,000.00 per year

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Cornwall, ON: reliably commute or plan to relocate before starting work (required)

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