Customer Service Manager
5 months ago
**Position Summary**:
The Order Desk Manager will play a vital role by assisting the Sales Director in workflow management of the department ensuring accurate and timely processing of client orders.
The Order Desk Manager will provide leadership and direction to facilitate and streamline order entry process. This position is focused on leading the order management procedure by receiving orders, entering orders into system, and collaborating with external departments, including Production and Finance to ensure customer requests are being met. The Supervisor will partner with clients to confirm order information, provide product specifications and updates on order status, and enhance client experiences.
**Key Responsibilities**:
- Provide direction and guidance to Customer Service Representative by allocating work, conducting training, and guiding staff on order protocols
- Ensure orders are inputted into the system accurately and timely
- Resolve special request client orders through communication with customers and collaboration with production team
- Foster strong relationships with customers by answering queries in a timely manner, providing accurate information on product specifications, issuing quotes, and collaborating with external departments to meet customer needs
- Ensure service requests are screened, processed, and closed utilizing RMA and existing service modules
- Follow up with clients to extract feedback on quality of service received ensuring high level of satisfaction
- Perform research and inquiries on increased sales opportunities and connect with Sales Director with information
- Partner with Production Manager to facilitate approval of rush orders and completion of special client requests
- Manage approval requests for order remakes and special discounts for clients with communication to all parties
- Collaborate with Controller on any financial conflicts with customers and devise resolutions
- Coordinate with Purchasing department for sourcing of window parts, glass, and patio doors
- Enter special requests for shapes and paint within system
- Provide back-up support for production scheduling
- Other tasks as assigned
**Skills**:
- Sound understanding of window production and product specifications
- Excellent oral and written communication skills
- Working knowledge of MS Office Suite, MS Excel, and databases
- Demonstrated ability to accurately calculate measurements
- Time management and project prioritization skills
- Attention to detail and problem-solving skills
- Strong organizational skills with the ability to multi-task
**Education & Experience**:
- Post Graduate education
- 5+ years customer service experience within windows manufacturing industry
- Previous experience leading projects and teams
- Hands-on experience with data entry, reporting, and scheduling
Stage Windows & Doors is an equal opportunity employer that is committed to inclusion and diversity. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity or testing, please advise Human Resources if you require accommodation.
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