Customer Service Manager

**CARO Analytical Services **is an employee-owned environmental, food and cannabis laboratory that provides professional analytical testing services to public and private clients throughout Western Canada. Whether supporting a client cleaning up a contaminated site, providing water quality data to ensure Canadians have access to clean water, or supporting the government in testing our food source for potential pesticide exceedances, CARO provides the data essential to the success of these programs. CARO also happens to have a pretty awesome corporate culture thanks to a great team of employees who take their jobs seriously, but not themselves: We are charismatic scientists, driven to make the world safer and healthier.

**DESCRIPTION**: Customer Service Manager
- Richmond, BC _(Full Time)_

As a Customer Service Manager for CARO Analytical Services’ growing laboratory network, your main responsibilities will include:
**Business Plan Development & Implementation**
- Develop, implement, and execute the overall business strategy for the Client Service and Account Management groups.
- Develop, implement, and evaluate strategies to increase the quality and efficiency of support to customers.
- Accountable for the overall financial, budgeting, labor, and sublet costs.

**Operations**
- Ensure service consistency in processes and product delivery across the company.
- Provide leadership to the team, to ensure the implementation, maintenance and improvement of procedures and processes to achieve or exceed customer service level and perform standards.
- Review all credit inquiries and use discretion in approval.
- Create effective customer service procedures, policies, and standards.

**Client Relationship Management**
- Be the strategic point of contact for senior clients and build a strong network of senior level decision makers connections (clients, competitors, regulators) within existing and potential growth areas.
- Proactively ensure that the NPS score is meeting or exceeding targets.
- Develop and implement and evaluate initiatives to drive the success of client retention, improve customer satisfaction, and identify cross-selling and upselling opportunities.

**People Management**
- Hire, train & motivate staff, set goals, review performance, and assess training needs, at least annually.
- Coach, mentor, and develop staff, including career development planning, providing regular feedback, and empowering the team by proper delegation of tasks.

**QUALIFICATIONS**:

- University or College degree/diploma in a related discipline.
- 10+ years of experience in laboratory environment.
- 5+ years of experience in a supervisory role.
- Proven leadership skills and attributes.
- Ability to motivate a team and delegate responsibilities.
- Strong interpersonal skills.
- Ability to effectively manage change in a dynamic working environment.
- Strategic planning/thinking and implementation abilities.
- Negotiation, influencing and conflict resolution skills.
- Deep understanding of applicable regulations in relation to client’s needs.

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

Pay: From $80,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Experience**:

- customer service: 10 years (preferred)
- Supervisory: 5 years (preferred)

Work Location: In person