Customer Service Manager

5 days ago

Oakville, Canada Catalyst Channel Marketing Corp. Full time

*Job Overview*

Are you looking to use your customer service skills to help win and retain customers?

Are you looking for a job where you can use those skills help our team ensure customers have the best possible experience when buying our products and services?

We are a diversified and dynamic company committed to delivering exceptional products and services. We pride ourselves on our customer-centric approach and are looking for a dedicated Customer Service Manager to join our team and help us continue to exceed customer expectations.

As the Customer Service Manager, you will be responsible for overseeing and enhancing our customer service operations. You will lead a team of customer service representatives, develop strategies to improve customer satisfaction, and ensure that our service standards align with our company values.

**Key Responsibilities**:

- **Team Leadership**: Supervise, mentor, and train customer service representatives to ensure high performance and professional development.
- **Customer Support**: Handle escalated customer issues and resolve complex queries with efficiency and empathy.
- **Process Improvement**: Analyze current processes and workflows, identify areas for improvement, and implement effective solutions to enhance customer experience.
- **Performance Metrics**: Enhance, develop, and monitor customer service metrics to establish service benchmarks and targets. Analyze things like response times, satisfaction, and resolution efficacy, to ensure progressive customer experiences.
- **Collaboration**: Work closely with other departments to address customer needs and improve service delivery.
- **Reporting**: Prepare regular reports on team performance, customer feedback, and service trends

**Qualifications**:

- Manager / Supervisor experience
- 3+ years of customer service experience in a production or project-based environment.
- Strong computer skills, particularly with MS office (Excel)
- Experience with ERP with the ability to adapt to customized systems
- A background in warehousing & distribution will be considered an asset.
- graphic arts knowledge, print design, or project management will be considered an asset
- Multilingual abilities (primarily French) will be considered an asset

Pay: $35,000.00-$70,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- Monday to Friday

**Experience**:

- Customer Service: 3 years (required)

Work Location: In person

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