Customer Service Manager

3 weeks ago


Hamilton, Canada Allredi Full time

Allredi Blast and Abrasives is Canada’s leading distributor and integrated manufacturer of sandblast equipment and construction/foundry sands serving the building products industry. The company has grown to operates 6 locations across Canada and over 20 in North America cementing itself as the leader in the industry.

The CS Manager’s primary responsibility is to create a seamless customer experience with a focus on mentoring and leading their team as well as building a deep understanding of other functional area’s in the company to drive a customer first message in everything we do.
- Lead, Train and Mentor team members
- Identify areas for improvement and drive best practices
- Deeply understand customer needs and communicate them across the organization
- Work closely with Sales Management and the Outside Sales team to ensure strong field support via quick and concise correspondence.
- Mitigate customer facing errors and avoid complaint escalation.
- Set and Manage KPI’s and measure department performance to key objectives.
- Consistently work towards the ideal customer experience by building strong relationships with other functional areas driving all activities towards this key company goal.
- Participate in the annual budgeting process to set company financial goals

**Qualifications**:

- 5+ years as a Customer Service Manager, Team Lead or Supervisor
- Experience in the Industrial markets, Distribution and Manufacturing
- Experience dealing in a multi-channel environment with Contractors, Construction Distributors, and Industrial Manufacturers
- A strong understanding of supply chain as it relates to joint management of fill rates
- Concise communicator with an extreme focus on customer facing accuracy
- A proven reputation for customer service excellence
- Strong proficiency with ERP software & intermediate to advanced Excel skills
- Experience with KPI development and management
- Ability to evaluate current processes and implement process improvements



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