Customer Service Manager

2 months ago


London, Canada Yurek Specialties Limited Full time

Yurek Specialties Limited is a state-of-the-art processing facility in London, ON, which features the latest equipment to support the processing, production, and delivery of medical supplies and infusion equipment, along with related supplies, to the Elgin, Norfolk, Oxford, London-Middlesex, Huron, Perth, Grey, Bruce and Grand River counties.

We are currently looking for a results-driven leader to join our **Yurek Specialties** team as a **Customer Service Manager**.

**Job Summary**:
The Customer Service Manager serves as the primary point of contact between the company and its customers, overseeing the team responsible for tracking orders from initiation to delivery. This role requires strong coordination skills to ensure seamless communication and resolution of customer inquiries regarding orders, status updates, and related matters. The Customer Service Manager plays a pivotal role in maintaining customer satisfaction and fostering positive relationships with clients.

**Duties and Responsibilities**:

- **Team Leadership**: Organize, mentor, and supervise the Customer Service team to effectively manage order tracking and inquiries throughout the order fulfillment process.
- **Customer Liaison**: Act as the main point of contact for customers, addressing their questions, concerns, and requests professionally and efficiently.
- **Cross-Department Coordination**: Collaborate with internal departments, such as Pharmacy and Logistics, to ensure seamless order processing and on-time delivery.
- **Process Improvement & Risk Management**: Continuously analyze and improve processes to enhance customer experience, reduce costs, and address any potential risks or escalations.
- **Goal Setting & Performance Monitoring**: Establish performance goals and metrics, track team progress, and foster a collaborative, results-driven environment.

**Qualifications**:

- Proven track record of 5+ years experience leading a customer service team
- Post-secondary education
- Previous experience in healthcare or pharmacy operations is preferred
- Proactive and results-driven mindset with a demonstrated ability to meet or exceed customer requirements
- Strong analytical and problem-solving abilities, with a strategic approach to identifying growth opportunities and resolving challenges
- Proficiency in utilizing CRM systems

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

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Store discount
- Tuition reimbursement
- Vision care

Flexible language requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday
- Weekends as needed

Ability to commute/relocate:

- London, ON: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

- Have you supported and coached team members, including performance reviews and disciplinary actions?

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer Service Leadership: 5 years (preferred)

Work Location: In person


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