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Customer Service Manager

1 month ago

Kingston, Canada Canada Royal Milk Full time

**About the Company**

Canada Royal Milk is a member of the Feihe International group of companies, Asia’s number one infant formula brand. Canada Royal Milk is the only producer of infant formula in Canada, manufacturing quality products from Canadian cow and goat milk, ensuring the highest quality and nutritional value for our customers.

We are an international company with a multicultural workforce that is committed to diversity and inclusion. Our team members value and embrace different perspectives and new ideas.

**What We Offer**

The opportunity to build and grow a progressive company, competitive wages, and extended health benefits.

**What We Look For**

Curiosity, commitment to learning, and a winning mindset.

**About the Role**

The Customer Service Manager will be responsible for building and managing our customer service department. The primary focus will be ensuring a high level of customer satisfaction, providing solutions that drive success. This role involves overseeing all aspects of customer service operations, including handling inquiries and complaints, managing a team of customer service representatives, and developing strategies to improve customer satisfaction and loyalty. You will act as a bridge between our customers and the company, ensuring that feedback is effectively communicated to the relevant departments for continuous improvement.

**Job Requirements**

Applicants must be legally entitled to work in Canada and have strong English language skills. The ability to read and understand written English and communicate in English both spoken and in writing is a requirement of the job.

**Job Requirements**

Bachelor’s degree in business administration, Communications, or a related field.

Minimum of 5 years of experience in customer service, with at least 2 years in a management role, preferably in the infant formula, healthcare, or related industry.

Work in compliance with the provisions of the OHSA, regulations, internal programs, policies and

**Key Duties and Responsibilities**

1. Develop and implement customer service strategies, policies and procedures to ensure a high standard of service aligned with CRM’s company standards with respect to customer service.

2. Build, lead, hire, and train a high-performance team of customer service representatives and support staff.

3. Manage customer inquiries and complaints with empathy and efficiency, ensuring timely and accurate resolutions.

4. Monitor KPIs and analyze customer feedback and service metrics to identify trends and areas for improvement.

5. Ability to work collaboratively with the marketing and product development teams understanding business objectives and priorities to enhance product offerings and customer satisfaction.

6. Develop and maintain a deep understanding of our products and the needs of infants and toddlers to provide informed support and advice to customers.

7. Implement customer service technologies and platforms to streamline service delivery.

8. Prepare and manage the customer service department's budget.

9. Ensure compliance with all relevant laws and regulations regarding customer service and consumer rights in Canada.

**Working Conditions**

The standard office hours are Monday through Friday, 8:30 am to 5:30 pm. Most of the work occurs during regular weekday office hours. However, as an international company with frequent interaction with head office, hours of work involved may vary to accommodate differences in time zones. Flexible hours are required and may include evening and week-end hours.

This job operates in office and food manufacturing setting. Travel may be required, both within Canada and internationally.

**Covid-19 Vaccination Policy**

**Commitment to Diversity & Inclusion**

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

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Relocation assistance
- RRSP match
- Vision care

Schedule:

- Holidays
- Monday to Friday

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer service: 5 years (preferred)

Ability to Commute:

- Kingston, ON K7P 0E9 (required)

Ability to Relocate:

- Kingston, ON K7P 0E9: Relocate before starting work (required)

Work Location: In person