Manager, Customer Service

4 months ago

Kirkland, Canada Connecteurs Électriques WECO Inc. Full time

WECO Electrical Connectors Inc.

Corporate Headquarters
18050 Trans-Canada Highway,

Kirkland, QC, H9J 4A1 Canada

**Manager, Customer Service**

**KIRKLAND, QUEBEC**

You are passionate about customer service with a winning attitude, an energetic person who wants only the greatest success in their role. You like teamwork and want to ensure the maintenance of order and management of the customers’ service. You have a positive attitude and a desire to succeed. Are you a detail-oriented person and able to provide world-class customer service? Then, you are the person we are looking for

**SUMMARY**:
Your role as a **Manager, Customer Service** is to lead the customer service team and provide excellent customer experience to WECO Customers, enabling us to meet our sales objectives**.** You will have the authority to communicate at all levels across WECO organization to deliver excellent customer service. You will report directly to the General Manager, WECO Canada.

GUIDANCE AND AUTHORITY:

- Oversees Customer Service (CS) and provides guidance and ensure workload of order management/customer service team is distributed amongst the staff.
- Manages customer service staff (local and remote/Mexico)
- Reports directly to the General Manager.

**DUTIES & RESPONSIBILITIES**:
**Customer Service**
- Assumes responsibility to assigned accounts, under the guidance of the General Manager.
- Ensures customer satisfaction through interaction with key players at customers and within WECO, internally: (local and intercompany).
- Lead daily meetings with supply chain/production to ensure customers' requests and deliveries are handled expeditiously. Tactfully negotiate and expedite issues with production and supply chain personnel.
- Provide weekly reports to CEMs/OEMs. Forecasts: MRP, Open Orders. Transfer of information from customer to supply chain and vice versa.
- Handles requests for competitive cross-reference and samples.

**Order receipt and verification / Understand and give guidance to C.S. individuals, including**:

- Confirmations of orders, items’ pricing, quantities and lead times. Expediting / order modifications.
- Processes all order requests for pull-ins or pushouts.
- Confirms any changes to customers regarding ship dates, quantities, transport modes, etc.
- Performs internal follow-up of customer orders to ensure on-time deliveries.
- Advise customers of any quality control issues pertaining to production order.

**Customer inquiries / Understand and give guidance to C.S. individuals, including**:

- Answers any customer inquiries about open and closed orders, quality issues, etc.
- Follow up on existing business/ re-quote (QUOTE ANALYSIS).
- Provides pricing & delivery (P&D) and issue quotes. Has authority to determine prices according to guidance provided by Management (General Manager / Director of Sales & Marketing, and President).
- Receives product quality complaints, compiles and submits relevant information for follow-up by the Q.A. Department.

**Support to Sales Representatives**
- Supplies information and support to Sales Representatives as required. (Collateral, samples and giveaways).

**SALES**
- Monitors and provides feedback on daily activity towards specific sales projects and key accounts. (Participation in Sales & Booking Touch Point Meetings).
- Receives and disseminates appropriate information pertaining to all business opportunities for key accounts.
- Communicates with selected key accounts to support and promote the sales of WECO products.
- Follows -up on assigned accounts to understand the level of customer satisfaction.
- Follows-up on opportunities within assigned accounts.

**OTHER**

All other projects or tasks as assigned

INITIATIVE REQUIRED:

- Ability to build strong and productive relationships with outside sales reps, distributors and customers is essential.
- Must demonstrate flexibility, multi-tasking abilities, resourcefulness and perseverance to manage heavy workload and meet deadlines.
- Ability to work independently as well as manage, develop and motivate a team (local and remote - Mexico).
- Must be extremely well organized.
- Should be analytical and critical to qualify various information.
- Must be mature, energetic, driven and motivated to succeed.

COMMUNICATIONS:
**Internal to all departments**:

- Production and warehouse, for example when expediting.
- Scheduling and Procurement, for example when expediting.
- Quality Assurance; quality complaints.
- Marketing; market and product information, pricing concerns, for example comparing the competition.
- Sales Representatives: for daily activities.
- Sales Manager and General Management; communication of all facets of assigned responsibilities.
- Engineering
- Other WECO’s divisions.

**External**:

- Sales representatives, manufacturer representatives, distributors, end users, all customers.

QUALIFICATIONS:
**Knowledge and skills**:

- French language (written and spoken)
- English (written and spoke

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