Customer Service Assistant Manager

6 months ago


Richmond, Canada Imperial Distributors Canada Inc. Full time

**Key Responsibilities**:
1. Leadership & Guidance: Supervise the CSR team ensuring optimal performance, training, and adherence to company policies.

3. Order Management: Oversee order processing, identifying and rectifying discrepancies prior to order confirmation.

4. Issue Resolution: Receive, assess, and ensure timely and satisfactory resolution of customer complaints.

5. Outbound Communications: Lead and manage outbound calls for promotions, feedback, or follow-ups.

6. Escalations: Identify and prioritize critical issues, ensuring swift escalation to relevant departments or higher management.

7. Operational Excellence: Ensure team adherence to procedures, support cross-functionally, and drive continuous process improvements.

8. Systems & Tools: Oversee the efficient use of Microsoft Outlook and other web tools, ensuring that mailboxes are maintained, and inquiries are handled promptly.

9. Returns Department: Provide support and streamline processes for timely and effective product returns.

**Qualifications and Requirements**:

- **Experience**: At least 2 years in a supervisory customer service role, with preference given to those with experience in the Pharmaceutical industry.
- **Communication Skills**: Superior verbal and written communication, alongside strong organizational skills.
- **Technical Aptitude**: Proficiency in Microsoft Outlook, and web tools, and familiarity with warehousing environments from a customer service perspective.
- **Problem-Solving**: Demonstrated interpersonal and problem-solving abilities.
- **Multitasking**: Strong multitasking skills with the ability to prioritize tasks effectively.
- **Clearance**: Subject to background clearance.
- **Accuracy**: Ability to execute tasks with a high degree of precision and understand complex instructions.

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

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Tuition reimbursement
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Richmond, BC V6V 2G9: reliably commute or plan to relocate before starting work (required)

Work Location: In person



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