Customer Service Manager

2 weeks ago

Concord, Canada Screenco Manufacturing Full time

**Job Summary**

As team leader of the Customer Service Department, the CSR Manager is directly responsible for the processing and expediting of customer purchase orders through to invoicing and after sales service. They work collaboratively with the operations team to ensure accurate due dates (according to the production schedule) are communicated on order confirmations. They manage the customer if any changes to availability of product or due dates occur, as well as customer order or product inquiries and complaints. Their goal is to create a positive customer experience in all day to day interactions with customers.

**Summary of essential job functions**:

- Process incoming customer Purchase Orders
- Enter orders into ERP system for finished products and components
- Review orders for accuracy and completion
- Attend daily production meetings for manufacturing, purchasing and shipping updates
- Communicate with sales team regarding customer and order issues
- Assist walk in customers with placing orders and processing COD payments
- Review daily Order Report to expedite shipments and contact customers to arrange pickup of materials
- Work with production to resolve outstanding order issues
- Invoice shipped goods daily
- Initiate Customer Complaint process and manage customer expectations
- Process credit card machine nightly
- Perform other administrative duties as assigned
- Enter sales estimates
- Process sample customer orders
- Support the outside sales team on task as required
- Review current processes, standardize and document procedures
- Encourage continuous improvement in customer service

**Minimum requirements**:

- 10 yrs+ customer service experience and data entry experience required
- Manufacturing experience required
- Microsoft Office Suite experience required
- Experience with ERP software essential
- Proficient in the English Language essential

**Abilities required**:

- Attention to detail
- Strong organizational skills
- Strong verbal and written communication skills
- Able to work as a team player

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

Pay: $47,000.00-$57,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking

**Education**:

- Secondary School (required)

**Experience**:

- Customer service: 10 years (required)
- Data entry: 10 years (required)
- Manufacturing: 3 years (required)
- Microsoft Office: 1 year (required)
- SAP ERP: 2 years (required)

**Language**:

- English (required)
- French (preferred)

Work Location: In person

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