Customer Service Manager

2 weeks ago

Vancouver, Canada Natural Wellbeing Distribution Inc Full time

**Customer Service Manager**

Position Type: Full time, starting at $50,000 per annum

Start Date: ASAP

Location: Vancouver, BC - this is not a remote position

**Who We Are**:
Since 2001, Natural Wellbeing and Pet Wellbeing have been providing trusted and effective wellness support through our complete range of premium-quality natural health supplements. Our scientifically researched natural remedies are formulated by expert herbalists and holistic veterinarians. Our values include a commitment to our customers on the quality and effectiveness of our products, to the planet, and to giving back.

Our entire team works together very closely and everyone’s voice is valued, encouraged, and heard.

**Who We Are Looking For**:
We are seeking a person who is easy-going, and flexible in working with all types of people, though is also able to be firm when necessary. Our office environment is energetic and fun-loving, full of open minded and inclusive individuals, and having a sense of humor and a positive attitude are a must

We operate 7 days a week, and are open on all statutory holidays except for Christmas Day, and New Years Day. Our hours of operation are 8 AM to 6 PM Monday through Friday, and from 8 AM to 5 PM on weekends and holidays. This is a salaried position, meaning that the individual selected for this role is not required to work on statutory holidays. While this position comes with a Monday to Friday schedule, it is not unusual for a small amount of time to be required from the Customer Service Manager over the weekend, or on holidays, depending on the needs of our CS team, and if anything important arises which requires involvement from their leader.

**Role Responsibilities**:

- Performance management - support and enhance individual and team output through effective coaching sessions and formal reviews, create or support development plans, know how to manage conflict appropriately, and conduct disciplinary meetings
- Set goals, make a plan for for to achieve them, engage and motivate the CS team, evaluate reasons for shortfalls
- Establish SOPs for the CS team, provide clarity and direction when challenging situations arise
- Team and individual stats: determine what is important to the organization and team, build new job aids for tracking performance and/or update existing ones
- Ability to schedule and lead collaborative meetings - individual and team
- Payroll and employee scheduling
- Accurately compile and convey client feedback, trending issues or concerns, and client experience reporting
- Ability to create job aids and facilitate the on-boarding of new CSRs

**Skills & Qualifications**:

- Exceptional verbal and written communication skills, active listening, the ability to troubleshoot, and problem-solve
- Effectively manage a team of various backgrounds and tenure
- Working knowledge of systems relating to call centres and online sales - ie. Shopify, Amazon, Hubspot (CRM), and 3CX (phone), as well as Gmail and Google Sheets/Docs, etc.
- Ability to empathize with customers who are experiencing hardship with their own health needs, or that of their pet
- Have a proven track record of enhancing the client experience
- Knowledge of retail order fulfillment for online stores is a great asset for this position
- Being a pet owner is an asset, though not a requirement

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

**Salary**: From $50,000.00 per year

**Benefits**:

- Casual dress
- Extended health care
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Call center: 2 years (required)
- Team management: 3 years (required)

Work Location: One location

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