Customer Service Manager

7 days ago

Burlington, Canada Watts Water Technologies Full time

The Customer Service Manager is responsible for the day-to-day management of the Customer Service and Inside Sales staff; including but not limited to successful achievement of departmental goals & objectives and compliance with company and departmental policies & procedures. This position will facilitate interdepartmental communications with other internal departments including but not limited to Operations, Logistics, Purchasing, Product Management, Sales, Marketing, Manufacturing and IT.

PRINCIPAL RESPONSIBILITIES AND DUTIES:
- Manage staff productivity, quality and employee relations in concert with the department and company's mission, values, vision, goals and performance measurement standards.- Create/maintain appropriate and effective performance standards to meet company criteria for productivity, quality and processes.- Coordinate efforts with Sales Manager to ensure work is prioritized and completed as required. Monitor staff/department compliance with policies and procedures.- Communicate and monitor staff compliance with policies and procedures, recommend and implement actions when necessary to improve results.- Handle/resolve escalated customer service issues/complaints. Coach employees for growth and career aspirations.- Provide input into establishing departmental requirements, ensure that appropriate expense decisions are made and provide justification or support as requested.- Sales and Account Management Support - Act as resource to Sales, Account Management and Product Managers in identifying and resolving all reported Agent/customer related problems.- Create/maintain appropriate and effective management of inside quoting process including job qualification, win/loss, and customer insight.- Consistent Improvement - Identifies/reports problematic and/or systemic issues. Recommend enhancements to improve the department's overall efficiency and productivity.- Identify areas for improvement and “best practices” and make recommendations to management.- Conduct weekly/regular communication meetings with staff to educate and inform them of department and company related information.- Track/monitor/ & report staff workload status and priorities, issue resolution and general communications.- Responsible for setting and communicating individual/team goals & objectives.- Responsible for evaluating employee performance and providing timely and effective feedback.- Manage the training and development of staff.- Responsible for staff hiring in accordance with established HR policies and guidelines. Coordinate recruitment efforts with Human Resources.- Perform other related duties as assigned by department Manager/Director.

EDUCATION AND SKILLS:
- Bachelor’s Degree (with preference for a Commerce or Communications Degree).- Three to five years of customer service/call center management experience.- Three to five years of experience in the Plumbing & Heating industry preferred with diversified product knowledge and level of understanding.- Knowledge of ERP systems.- Prior project management experience preferred.- Proficient with MS Office Suite (Outlook, Word, Excel, PowerPoint).- Bilingual preferred (English/French)

MANAGEMENT/SUPERVISON:
- Direct reports: 5 - 10 (Customer Service and Inside Sales employees).- Ensure all direct reports are in compliance with company policies.
- PHYSICAL REQUIREMENTS:
While performing the duties of this job, the employee is frequently required to walk, talk, and/or hear. The employee is occasionally required to stand, sit, and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.
- WORK ENVIRONMENT:
- Work in an office environment.- May occasionally be required to perform job duties outside the typical office setting.
- OTHER JOB REQUIREMENTS:
- Travel Required: Occasional trips to Distribution Centers, Sales Agents, Customers, and USA Offices - Up to 10% of time.
- Watts Water Technologies (Canada) Inc. is an equal opportunity employer. Please contact Human Resources if you require any accommodation to fully participate in our recruitment process._

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