Customer Service Manager

Company Description

Distribution Stox is a proudly Canadian-owned company headquartered in Boucherville, QC which specializes in the distribution of tires and accessories for cars and trucks, serving mechanical workshops, tire centers and car dealerships throughout Canada. Distribution Stox is a recognized leader in customer experience and home to a wealth of tire and automotive industry experts. Founded in 2016 and with nearly 2 million square feet of storage, Distribution Stox offers the largest inventory of passenger and light truck tires in Eastern Canada through an efficient network of 21 state-of-the-art distribution centres throughout Ontario, Quebec & the Atlantic provinces.

The company stands out for the simplicity of its processes, for the efficiency and speed of its delivery service. Our passionate teams work in a dynamic and respectful environment. Distribution Stox is the employer of choice that knows how to please you Distribution Stox contributes annually to the fundraising campaign of Procure, a charitable organization in the fight against prostate cancer in Canada.

**Job Description**:
The Customer Service Manager is responsible for overseeing operations. He/she ensures that protocols and standards are improved. He/she works as a team to ensure excellence in customer service and the adoption of a positive culture, with an attitude of openness and transparency, in partnership with internal and external customers.

**Responsibilities**

CUSTOMER SERVICE
- Maintain a pleasant and professional working environment with customers when requesting advice, prices, dates and status of deliveries.
- Provide first level technical support to agents (ERP website, procedures, technical calls on tires and accessories).
- Collaborate with management in the resolution of complaints, projects and complex files.
- Take calls during high season when there is overflow in the queues.
- Supervise the requests and calls inbox.

HUMAN RESOURCES MANAGEMENT
- Collaborate in the planning, hiring, integration and ongoing training of the team in partnership with Human Resources.
- Ensure the quality of the staff in place to manage all tasks without delay throughout the year and to maintain budget, work and performance objectives.
- Authorize employee timesheets, manage absence requests and collaborate in disciplinary cases.

**Qualifications**:

- A minimum of **5 years** experience in customer service or call center
- Experience in team supervision
- Passionate about customer service
- Be very comfortable with information technology (Office suite, ERP, SQL, Web)
- Possess good stress management and excellent time management skills
- Excellent communication skills
- Be recognized as a positive and participative leader
- Strong analytical skills
- Knowledge of the tire industry and/or the automotive industry (asset)
- Knowledge of Excel at the intermediate level

Additional Information
**Here are some of the benefits we offer**
- Competitive compensation package;
- Full-time, flexible hours;
- Modified summer schedule available;
- Paid sick days and paid bereavement days;
- Annual uniform clothing budget (with corporate logo);
- Well-equipped group insurance programs adapted to your needs;
- Telemedicine health program available through “Dialogue”.
- Choice of healthcare spending account or a personal expense account with amounts ranging from $300 to $700 annually to help cover co-pay, insurance deductibles, fitness programs or other approved expenses.
- Employee Assistance Program;
- Staff training and development program;
- Use of laptop and cell phone;
- Discounts on tire and accessory purchases;
- Long-term career opportunities, working at Distribution Stox can take you far.

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