Customer Service Manager

1 week ago

Winnipeg, Canada Alero Worldwide Full time

**Description**

As a Senior Customer Service Supervisor, you will be responsible to oversee and direct the daily tasks and provide direction to Account Reps and Call Center Staff. Other Supervisory duties include training, resolving customer escalations, evaluating/coaching staff and be the liaison to Operations Manager ensuring Departmental goals align and flow with all departments

**Key Responsibilities**
- Develop, nurture and grow a focused and motivated team with common goals and independence
- Coaching, Training and carrying out call audits for all customer service staff
- Establish & Maintain relationships with key partners
- Manage, Track & Resolve Customer Related Escalations
- Ensure standard processes & procedures are followed and communicated
- Assisting with Customer Service Support where Required
- Manage PTO and conduct performance appraisals of Customer Service Teams
- Drive performance objectives set forth in both established contracts and internal process’
- Creating and maintaining various reports (internal and external facing)
- Reviewing KPI Stats & Establishing achievable goals
- Exploring Continuous Improvement opportunities
- Conduct and Participate in Vendor, Agent & Interdepartmental Meetings
- Represent ALERO and management to all internal & external constituencies of the company with a high degree of professionalism while exhibiting shared values of integrity, support and respect for diversity and a customer first mentality
- Understand and maintain work priorities.
- Follow all safety guidelines and use appropriate PPE at all times.
- Other duties as assigned.

**Skills / Experience / Required Qualifications**

***- Bachelor’s Degree preferred
- 5+ Years’ Experience Managing/Supervising teams of various skill levels
- Proven Ability to manage teams in remote locations
- Ability to Speak, Read and Write French is an asset
- Strong knowledge of Outlook, Excel & Microsoft Office
- Demonstrated knowledge of Distribution, Warehousing & Supply Chain principals
- Understanding of Management and local labor Practices
- Strong Ability to Compile, Analyze and Action Data
- Exceptional Communication, Leadership, Written and Motivational Skills
- Good Business Judgment, Reasoning and conflict resolution skills

**About**:
Alero Worldwide is dedicated to providing quality relocation and distribution services to both commercial clients and retail customers via our family of brands. Our company handles all aspects of relocation including household goods packing, moving and storage, to all local, long distance and international destinations. In addition, our company offers a full roster of third-party logistics solutions such as freight, warehousing and deluxe in-home delivery. With branches in the Greater Toronto Area, Winnipeg, Regina, Edmonton and Calgary, Alero Worldwide is a proudly Canadian company that has exceeded customer expectations since 1991. At Alero Worldwide, we are passionate about delivering quality services, to every customer, without exception

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