Customer Service Manager

**Your Challenge**:
Under the supervision of the General Manager, the duties and responsibilities of the Customer Service Manager include, but are not limited to, the following:

- Set the tone for a customer-focused, thoughtful environment. Ensure employees consistently provide the highest level of service to customers including product information, suggestions of product substitutes or grouping product for pricing and advising customers on how to purchase more efficiently;
- Lead by example through excellence in customer service and passion for our industry;
- Establish rapport and develop meaningful relationships with customers;
- Train new inside sales consultants on sales, order inquiry and order entry procedures, organizational business rules and structure;
- Ensure staffing requirements are sufficient at all times; adequate coverage including breaks and peak periods;
- Monitor and establish performance standards on numbers of orders taken, call orders being keyed in, error rates, and evaluate staff performance on regular basis;
- Administer vacation schedule, record absenteeism, and arrange for relief help as required;
- Set goals for the team and continuously check progress;
- Ensure that sales objectives are met through regular communication of promotional activities, new trends, successful operator strategies, etc.;
- Ensure continual training of representatives to keep them current with the Company's product, service lines, and strategies;
- Work closely with staff to ensure they are aware of out-of-stock arrival dates, new stock and suitable substitutions to offer;
- Ensure employees are aware of new lines and the best methods of ensuring sample cabinets and price books are up-to-date;
- Ensure employees are aware of clearance items and update the clearance sheets weekly in conjunction with inventory;
- Conduct meetings to inform personnel of new and discontinued items, procedures, etc.;
- Keep General Manager aware of customer service activities;
- Consistently demonstrate the Spicers core guiding principles and fulfill the Spicers leadership pledge;
- Receive overflow customer telephone, fax orders, inquiries and process orders in a professional and courteous manner;
- Input overflow orders in the order entry system to ensure timely printing of invoices in warehouse and delivery of product;
- Manage customer complaint calls and initiate the required correction action to resolve the issue (i.e. arranging return, substituting product, shipping replacement product, and process necessary documentation);
- Ensure the overall satisfaction and loyalty of all customers both internal and external;
- Other duties as assigned.

**Your Qualifications**:

- Completion of a post-secondary degree or diploma in a business related field;
- Industry knowledge and understanding of paper manufacturing, paper distribution, graphic products, printing processes, sign and display or industrial supplies and packaging;
- Strong communication skills (both oral and written);
- 3-5 years’ experience in a managerial role an asset;
- Proficient in using MS Office;
- Excellent attention to detail;
- Strong decision making and implementation abilities;
- Excellent customer service skills;
- Strong organization and time-management skills;
- Punctual, dependable, and reliable;
- Excellent teamwork and team building skills;
- Strong analytic and problem solving skills;
- Self-directed and self-motivated; and
- Ability to manage multiple projects and priorities

**Working conditions**:

- Able to work on a computer for numerous hours which may result in strain on wrists, eyes, back, etc.;
- Ability to work in a busy, open area office;
- May have to spend long hours in concentration which requires attention to detail and high levels of accuracy;
- This position faces a number of deadlines which may cause stress; and
- Work may require occasional weekend and/or evening work.

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Wellness program

Schedule:

- 8 hour shift

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)