Manager, Customer Service

7 days ago

Toronto, Canada Parts Town Canada Full time

**The Job at a Glance**

The Manager (designated to a Canadian business segment) is a leader on the team that will support our internal team members. They will be serving as a primary point of contact for training, complex transactions, customer escalations and general inquiries. The Manager will foster a positive team environment while striving to meet and exceed business objectives including sales goals, team member productivity and customer service levels. Success in this demanding position requires the ability to thrive within a fast-paced atmosphere, the capability to multi-task, a dedication to coaching and training, and a passion to provide the best experience for our customers.

**A Typical Day**
- Act as a resource for all members, answering questions and providing recommendations of best practices.
- Designated go-to resource for customer related concerns and will follow problems through to resolution.
- Provide feedback to the team regarding training progress, achievements, and developmental needs during scheduled 1on1s as well as during unscheduled interactions.
- Daily communication and account review for assigned customers in partnership with the Business Development team.
- Identify growth opportunities and partner with Senior Manager on proposed strategies.
- Resolve customer escalations communicated through Trust Pilot with the objective of turning detractors and passive customers into promoters.
- Schedule routine 1on1s, conduct call monitoring for quality and coaching purposes and provide feedback on a regular basis for employee development.
- Work with team members on productivity and partner with Senior Manager on guidance and support as required.
- Provide input to the Senior Manager on performance and hiring decisions.
- Approves PTO requests and maintains timecard entries for accurate payroll processing.
- Addresses performance concerns and partners with Senior Manager for additional support.

**To Land This Opportunity**
- Minimum of 2 years of managerial experience with direct reports required.
- Minimum of 5 years of experience working in a Customer Service related role.
- Experience using Sales Force is an asset.
- Minimum high school graduation required.

**About Your Future Team**

Our team truly likes each other, works really well together and we have fun every day. We LOVE to eat, talk sports, essential oils, meditation and food. We do a lot of fun activities, we love dogs, coffee and of course chocolate...a lot.

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