Manager, Customer Service

1 week ago

Burnaby, Canada Groupe Touchette Inc. Full time

The **Customer Service Manager** is responsible for managing the needs of customers and ensuring customer satisfaction. Their duties include supervising the customer service team, overseeing team training, and responding to customer queries or concerns.

**Responsibilities**
- Supervise, manage, guide and coach his/her team on a daily basis and actively participate in the resolution of special cases (first contact resolution)
- Determine and implement the action plans required to ensure the smooth running of operations
- Monitor performance indicators and take action as needed
- Plan the hiring of employees, their training and their performance evaluations
- Serve as a true pillar for both internal and external customers for all questions and/or problems related to tire orders and deliveries
- Collaborate with the directors of other departments to ensure customer satisfaction
- Support the Account/Territory Managers with orders and ensure that our promise to deliver the merchandise is respected
- Provide reporting to and receive feedback from all levels of management in relation to setting and maintaining goals and expectations of service
- Act as the ambassador of the internal sales department in order to promote the company’s vision and procedures to his/her team
- Innovate and bring new ideas to improve existing procedure
- Enacts contingency plans as needed; escalates and directs activities during systems problems, disasters

**Success Factors**:

- Technical background: Your college or university studies combined with your 5 to 7 years of experience in sales team management and/or customer service qualifies you as an expert.
- Leadership: You know how to quickly gain your team’s trust and possess a natural credibility. Good practice ambassador, you can easily mobilize your team to achieve the objectives set.
- Customer focus: You can easily transmit your philosophy to your team which consists of offering each client an exemplary and unique service.
- Organizational ability: A high volume of calls doesn’t scare you. You know how to manage stress and establish priorities to meet deadlines.
- Problem solving skills: You have a gift for understanding the customer’s needs and can offer a variety of appropriate solutions. Challenges do not scare you; you like to look for answers and find solutions that will improve the processes in place.
- Communication skills: You can express yourself clearly, in French and English, both orally and in writing.
- You are dynamic, mobilizing leader, team worker, results-oriented and ensure prompt response. You want to take on new challenges and be part of a reputable and experienced team, then you are the person we are looking for
- Having experience in the tire industry is an asset.

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