Customer Service Manager

**Company Overview**

PakFab Engineered Solutions is a North American company with a world class team of packaging experts. We design, program-manage, fabricate, source, retro-fit, repair/service, and breakdown/recycle all types of packaging - metal, plastic, foam, bags, bulk/standard bins and a variety of custom dunnage. We provide solutions to a variety of industries: automotive, industrial, alternate energy, electronic and aerospace.

**Position Summary**

The role of a Customer Service Manager is responsible for overseeing the process and procedures utilized to provide internal and external customers with the best experience and ensuring a high level of service and professionalism is provided. This position is responsible for leading, coaching, and strengthening the team. Overall, ensure orders are processed efficiently and customer queries are attended to in a timely manner, meeting customer deadlines and requirements while maintaining the company values.

**Roles & Responsibilities**
- Provide leadership to the Customer Service team while motivating them to strive for continuous improvement
- Manage performance by providing support and recognition to build strengths and develop confidence within the team
- Responsible for the management of day-to-day operations of the department, including effective task delegation/load balancing, as required
- Identify and manage performance issues effectively and efficiently
- Ensure staff have the necessary training and available departmental tools and resources to be successful in their role
- Develop and maintains collaborative relationships with internal and external customers
- Maintain a high degree of confidentiality and judgment in dealing with sensitive information
- Participate in the development of department strategies and implement changes to support the area’s mandate and goals
- Provide customer communication pertaining to order status and issues order acknowledgments as required.
- Work in collaboration with Sales, Purchasing, Logistics and Production to ensure product flow through and to fulfil and satisfy customer order completion by coordinating rush shipments when necessary.
- Keep accurate records of discussions/correspondence with customers
- Develop and maintain customer service policies and standards for the department.
- Prepare customer quotation requests
- Attend production and sales meetings as required
- Maintain and update customer service database as well as setup of new customer accounts
- Training of new team members within the department
- All other duties as assigned

**Requirements**:

- College diploma or equivalent with minimum 5 years of customer service experience at a supervisory capacity
- Supervisory experience in a manufacturing environment a strong asset
- Solid understanding of department scheduling, volume management, individual/team performance measures and Customer Service metrics
- Excellent organization and prioritization skills, as well as time management skills to be able to multitask in a high volume, rapidly changing work environment.
- Ability to work under pressure in an ever changing and dynamic environment.
- Exceptional listening and problem resolution skills; strong organizational skills and ability to work independently.
- Excellent communication and interpersonal skills (verbal and written).
- Works and communicates well in a team environment.
- Ability to multi-task and effectively manage priorities.
- Ability to calmy and effectively handle multiple and changing priorities in a dynamic work environment

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

**Salary**: $65,000.00-$70,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Day shift

Supplemental pay types:

- Bonus pay
- Overtime pay

Ability to commute/relocate:

- Cambridge, ON: reliably commute or plan to relocate before starting work (required)

Work Location: One location