Customer Service Manager

**Max Advanced Brakes** is a retailer and distributor of automotive brake parts with a mission to make stopping power simple for consumers.

We specialize in brake pads, rotors, and related accessories which are manufactured to the highest quality of original equipment manufacturer (OEM) specifications. By investing in technology, our people, consumer education, and customer service, we strive to make acquiring quality brake parts simple for customers.

Established in 2010 with a vision to offer quality and extensively tested brake products at the best prices possible, today we remain steadfast to that same vision. Over the years as our customers’ needs have grown, we have scaled and developed an extensive physical distribution presence in Canada and USA to ensure we meet their demands for brakes in a timely and efficient manner.

**Position Overview**

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer service team. The Customer Service Manager will be responsible for overseeing all aspects of customer support, ensuring exceptional service delivery, and maintaining high customer satisfaction levels. This role requires strong leadership skills, excellent communication abilities, and a passion for providing outstanding customer experiences.

**Responsibilities**:

- Manage and lead a team of customer service representatives, recruiting, providing guidance, coaching, and support to ensure optimal performance and productivity.
- Develop and implement customer service policies, procedures, and standards to create engaged customers, facilitate organic growth, and enhance the overall customer experience.
- Set a clear mission and deploy strategies focused towards that mission.
- Monitor and evaluate team performance metrics, such as response times, resolution rates, and customer satisfaction scores.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
- Handle escalated customer inquiries or complaints in a timely and professional manner.
- Collaborate with other departments to identify areas for improvement in products or services based on customer feedback.
- Conduct regular training sessions to enhance the skills and knowledge of the customer service team.
- Stay up-to-date with industry trends and best practices in customer service management.

**Skills and Requirements**
- Bachelor's degree in Business Administration or a related field (preferred).
- Proven working experience in a customer service management role.
- Excellent knowledge of management methods and techniques.
- Excellent leadership skills with the ability to motivate and inspire a team.
- Strong problem-solving abilities to address complex customer issues.
- Exceptional client-facing and communication skills, both written and verbal.
- Proficient in using customer service software, databases, and other relevant tools.
- Ability to work well under pressure in a fast-paced environment.
- Advanced troubleshooting and multi-tasking skills.

**Benefits of Working at Max Advanced Brakes**:

- Career growth and development
- Competitive salary
- Flexible health benefits
- Be a part of a dynamic, diverse team
- Friendly work environment with in-house recreational activities
- Employee purchase discounts

**Additional Information**

Full-time permanent position

Transit accessible location

Max Advanced Brakes is an Equal Opportunity Employer - Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation. We are proud to provide employment accommodation during the recruitment process. Should you require any accommodation(s), please indicate your needs on your cover letter and we will work with you to meet your accessibility needs.

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

**Salary**: From $55,000.00 per year

**Benefits**:

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

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

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

Work Location: In person