Customer Service Manager

**Customer Service Manager (On-site not a remote position)**

Imprint Plus

Richmond, BC

We are looking for a **Customer Service Manager** to join our team. You’ll be leading the team who provide high quality service to our customers and will be responsible for creating and maintaining a customer first culture with a pleasant and efficient customer journey.

**The Customer Service Manager will be expected to**:

- Manage the customer service operations, which deals directly with customers and is the first point of contact.
- Oversees cross functional work areas targeted to resolve issues raised by customers.
- Investigates customer complaints or escalations and provides positive and proactive resolutions.
- Work in partnership with other managers to develop and implement process and procedures to improve operational efficiency to enhance the customer experience.
- Work closely with the Sales Manager and Business Development teams to ensure sales and service targets are met
- Continuous improvement in order management. Instill questions and review processes/practices and make recommendations accordingly.
- Maintain key metrics such as service level, abandonment rate, customer satisfaction scores and NPS scores.
- Monitor work volumes to ensure turnaround times and appropriate allocation of work to the team based on volume and capabilities.
- Follow up on all low customer satisfaction survey responses to demonstrate to the client that the organization values their business and actively seeks to improve the situation for future.
- Actively contribute to customer service excellence and client retention by developing and recommending call quality and business process/workflow improvement initiatives.
- Provide regular and consistent feedback to CSR’s, determine operational strategies through needs assessments, performance reviews, and improvement plans.
- Ensure regular call monitoring and side by side coaching sessions are conducted with team members to increase productivity and efficiency.
- Utilize technical and customer service skills to coach the team in delivering a world-class customer experience.
- Instill an attitude of customer advocacy, customer communication and engagement at the highest level.
- Oversee and complete the proper training of new hires to ensure an effective workforce
- Perform a variety of other tasks as assigned by the General Manager

**Desired Skills & Experience**:

- Post-secondary diploma/degree in a related field and or minimum 3 years call center experience in a supervisory role.
- Experience working with US B2B Clients is a strong asset
- 3+ Years’ experience working in a fast-paced sales environment
- Passionate about sales and customer service and known as an inspiring leader who coaches and develops team members, cultivating a highly engaged, high performance team.
- Solid understanding of the major functions of providing exceptional customer care, including sales, service provisioning, technical support, and complaint management/resolution.
- Ability to develop highly effective relationships at all levels and with all personality types.
- Superior communication skills (oral and written)
- Ability to work a flexible schedule
- Strong analytical and problem-solving skills, a critical thinker with an improvement mindset
- Commitment to continuous improvement and excellence.
- Ability to quickly adapt to a client situation to capitalize on an opportunity to drive a sale.
- Multitasker that thrives in a fast-paced and collaborative environment.
- Proficient in MS Office Suite, Excel, Outlook, PowerPoint
- Adaptable/Flexible with the ability to work under constraints/pressure and quickly responds to changing priorities throughout the day
- Strong time management, problem solving, and decision-making skills combined with a sense of urgency to deliver operational and customer service excellence.
- Some travel required to US and Canada

At Imprint Plus, we build connections between our customers and their customers through our innovative name badge and signage systems. For 40 years, we have been using high quality, environmentally friendly materials and processes to build programs for over 37,000 customers in 102 countries, ranging in size from Fortune 500 multinationals to small owner managed businesses. We are looking for positive and passionate people to join our team who share our commitment to excellence, collaboration and teamwork. You’ll be joining a dynamic team, located in Richmond BC that has great benefits, and enjoys having fun at work.

If you feel that you meet the requirements listed above, please submit your current curriculum vitae and cover letter that showcases how you feel you are the right fit for this role.

We look forward to hearing from you soon

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

**Benefits**:

- Casual dress
- Company pension
- Dental care
- Disability insurance
- Extended health care
- Flexible schedule
- Life insurance
- On-site gym
- On-sit