Customer Experience Manager

3 weeks ago

Greater Toronto Area, Canada Canadian Down & Feather Company Inc. Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Manager to join our team at Canadian Down & Feather Company Inc. As a key member of our organization, you will be responsible for leading our customer service team and ensuring that our customers receive the highest level of service and support.

Key Responsibilities
  • Team Leadership & Management:
    • Supervise, mentor, and provide guidance to team members
    • Provide regular feedback and conduct annual performance evaluations
    • Handle escalated customer issues and complaints
    • Work with team members to resolve complex inquiries
    • Ensure customers receive the level and quality of service we promise
  • Training and Development:
    • Conduct training for new hires and ongoing skill development for existing team members
    • Identify opportunities for growth and learning
    • Ensure team members have expert-level knowledge about our products, services, and industry
  • Staffing and Resource Management:
    • Manage staffing levels to ensure adequate coverage through seasonal fluctuations
    • Coordinate shift assignments and workload distribution
    • Participate in the recruitment and hiring process to build a skilled and motivated team
  • Compliance and Policy Adherence:
    • Ensure compliance with company policies and procedures and regulatory requirements that apply to our products and industry
  • Department Management:
    • Process Improvement:
      • Implement strategies to prevent recurring issues and improve overall customer satisfaction
      • Continuously improve and refine processes for efficiency and effectiveness
      • Identify opportunities for automation or technology solutions to streamline processes
      • Monitor KPI's to measure process effectiveness
      • Continue to refine quality standards for customer interactions
    • Data and Feedback Collection:
      • Ensure customer feedback is logged and communicated to other departments as needed
      • Report on team performance, customer satisfaction, efficiency, and department health
    • Tool and Software Maintenance:
      • Ensure CRM and other digital tools are working properly
      • Re-configure for new users or changing workload
      • Perform basic troubleshooting as needed
    • Budgeting and Cost Management:
      • Develop and manage the department budget
      • Monitor expenses and identify opportunities for cost optimization without compromising service
    • Third-Party Vendor Management:
      • Manage relationships with third-party service providers
      • Negotiate contracts and service agreements as needed
    • Cross-Departmental Collaboration:
      • Foster a customer-centric culture across the organization
      • Work alongside other department managers to achieve mutual goals and solve problems
    Requirements
    • Customer Service Experience:
      • Proven experience in customer-facing roles, with a strong focus on customer satisfaction and service delivery
    • Leadership and Management:
      • Proven leadership and management skills, with experience in supervising and mentoring team members
    • Communication and Interpersonal Skills:
      • Excellent verbal and written communication skills, with the ability to communicate effectively with customers, team members, and other stakeholders
    • Technical Skills:
      • Proficiency in CRM software and other digital tools
    • Education and Certifications:
      • Post-secondary education in a related field, such as business administration or customer service
    About Us

Canadian Down & Feather Company Inc. is a leading manufacturer of down and feather products, committed to providing exceptional customer service and support. We value our customers and strive to deliver the highest level of service and quality in everything we do.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.

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