Customer Service Manager
1 month ago
Working at Adfast means being part of a human and technological adventure that began over 40 years ago. We are a manufacturer of eco-responsible adhesives, sealants and insulating foams for sustainable building construction.
Adfast is certified as an Industry 4.0 showcase by the French Ministry of the Economy and Innovation, due to the interconnectedness of its multiple software programs, machines and highly automated production lines. True to our pioneering spirit, what sets us apart and reflects our DNA is imagination, ingenuity, boldness, innovation and excellence in chemical and mechanical engineering. Adfast was recognized for its overall performance and sustained growth by being named one of Canada's Best Managed Companies. Today, Adfast is a privately-held company with close to 150 employees and 10 offices.
Adfast is currently looking for a **Customer Service Manager - Montreal.**
Reporting to the Vice President of Customer Centres, the incumbent is responsible for overseeing the quality of customer service in line with the company's customer experience vision, supporting, developing and coaching the Montreal team in day-to-day operations, and maintaining a collaborative relationship with suppliers and internal customers to ensure optimal operational flow and a quality of service that meets the expectations of our most demanding customers.
**Working Conditions**
**Schedule**: Monday to Friday, 40 hours per week, In-person
**Status**: Permanent
**Benefits**: Group insurance, RRSP program
**Main Duties and Responsibilities**
- Provide daily support to Customer Service Representatives in day-to-day operations;
- Take charge of tasks and service relating to GOLD & PLATINUM customers;
- Support Customer Service Representatives in solving problems and managing difficult/problematic situations;
- Take charge of the training, development and performance of Montreal customer service team members.
- Collaborate with the logistics team on the accuracy of inventories, transportation, delivery tracking, order priorities and daily operational issues.
- Work with external sales for pricing accuracy, product availability, BO management, technical issues, new customer support and new product requests
- Act as SuperUser for our ERP system (Microsoft D365) in the Customer Service component.
- Support the Vice President Customer Centers in the continuous improvement of operational practices and processes related to customer service.
**Requirements**:
- DEC in administration or DEP in sales or equivalent experience;
- Strong customer service experience;
- Strong experience and skills in personnel management;
- Bilingualism French/English is essential;
- Excellent communication skills (verbal and written);
- Proficiency in Office suite (Word, Excel) ;
- Knowledge of the Microsoft D365 platform (an asset).
- Knowledge of the Salesforce CRM platform (an asset).
**Competencies**
- Resourcefulness and good judgment;
- Demonstrate dynamism and positivism;
- Possess an organized and structured approach (daily multitasking);
- Demonstrate patience, thoroughness and rigor;
- Ability to communicate and exchange in a professional manner, listening skills;
- Ability to adapt to ongoing changes;
- Ease of learning;
- Stimulated by new challenges;
- Disposition to work independently or as part of a team;
- Excellent analytical and follow-up skills.
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