Senior Quality and Customer Service Manager
5 days ago
We are seeking a highly experienced Senior Quality and Customer Service Manager to lead our quality control, service management, and customer satisfaction initiatives. As a key member of our team, you will drive key metrics in quality improvement, cost efficiency, return management, call centre operations, and service parts supply chain.
Key Responsibilities:
- Oversee quality control processes, ensuring timely communication and effective improvement measures.
- Manage service expenses and identify opportunities for cost savings.
- Lead return rate reduction efforts through root cause analysis and corrective actions.
- Oversee the entire channel returns process from logistics to crediting.
- Monitor outsourced call centre performance and ensure all KPIs are met.
- Cultivate and optimize the national field service network, coaching providers to maintain high standards.
- Lead service parts supply chain operations and achieve performance goals.
- Provide strategic recommendations to management to drive business growth.
To be successful as our Senior Quality and Customer Service Manager, you will need:
- A minimum of 5 years in quality and customer service, with leadership experience.
- At least 5 years of experience in the electronics/home appliance industry.
- A proven track record of building and leading high-performing teams.
- Strong analytical, problem-solving, and leadership skills.
We estimate the salary for this role to be around $85,000 per year, depending on location and experience. Our company culture values collaboration, innovation, and continuous improvement, offering a dynamic work environment that supports your growth and success.
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Senior Food Services Manager
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