Customer Service Manager

2 weeks ago

Caledon, Canada MetroSupply Chain" Full time

**SUMMARY**

The Customer Service Manager will oversee the customer service activities, and work hand in hand with the onsite customer representative.

**RESPONSIBILITIES**

Supervise a team of CSR’s to ensure the effective completion of daily work assignments and follow up on the delivery of the expected performance results including:

- Act as the liaison between the onsite customer representative and the Metro operation team
- Help prioritise daily order pool while meeting KPIs.
- Trouble shoot, with the customer and the operation team, any situations. Typical scenarios include; incomplete paperwork from vendors, prioritizing unexpected inbound arrival or outbound orders, validating new SKUs, etc.
- Local responsibility for the invoicing process, from gathering all invoicing information and forward to accounting to reporting and detailing to the customer.
- Complete shift briefing template to ensure the effective communication of relevant information to all CSR’s,
- Give special attention to priority customers.
- Monitor and manage workload levels for the CSR group while developing a team environment,
- Manage and provide leadership to CSR’s including obtaining performance results, organizing work assignments, and maintaining a productive, safe and motivational environment.
- Create and maintain an environment that promotes positive communication while fostering teamwork within the facility and organization.
- Provide daily feedback to employees through coaching and administer performance appraisals. Handle all disciplinary situations appropriately and in a timely manner with appropriate supporting documentation.
- Monitor absenteeism and vacation requests.
- Maintain close interaction with customers to develop strong relationships while assessing service requirements
- Strive for continuous improvement by soliciting employee suggestions and feedback and making recommendations.
- Assist in the development of Customer Service goals and objectives to support the facilities strategy and business plan.
- Implement and actively champion compliance with company policies & procedures.
- Assumes additional related responsibilities as required.

**EXPERIENCE**
- 2 years of Supervisory experience in Customer Service with a proven record of result
- Previous CSR experience in logistics/warehousing field is an asset

**COMPETENCIES**
- Customer Centricity
- Fostering Culture
- Collaboration
- Problem Solving & Decision Making
- Managing Through Change
- Developing Self & Others
- Planning & Results Orientation
- Communication
- Always Improving Mindset
- Business & Financial Savvy

**EDUCATION**
- University or College diploma is an asset**.

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