Customer Service Manager

**JOB SUMMARY**
- Manages the Customer Service team ensuring high standards of performance is achieved. Works closely with all stakeholders internally and externally to understand customer requirements and provides a positive, tailored approach to the delivery of in-house services resulting in the development of effective customer relations and repeat business._

**DIRECT AND INDIRECT REPORTS**
- Direct management of the customer service team at Commdoor

**MAJOR RESPONSIBILITIES / ACCOUNTABILITIES**

**Management/Supervision/Leadership**:

- Provides leadership and direction to the daily operations of the Customer Service team to ensure all customer service activities support and strengthen the strategic objectives of the overall organization
- Selects, trains, develops and motivates the Customer Service staff to ensure high standards of performance is achieved
- Defines standard process for order entry and ensures that the process is followed
- Plans, prioritizes, and delegates work tasks to ensure effective service delivery to customers
- Creates & tracks KPIs to measure the team’s performance. Sets SMART objectives and develops improvement /training plans where necessary
- Leads regular team meetings and 1:1s to promote effective communication and review of team/departmental /company activity
- Celebrates team success and gives positive recognition to others
- Provides back up support in the absence of customer service staff

**Financial and/or Budget**:

- Monitors departmental spends and expenses

**Health & Safety**:

- Follows and supports a culture of Safety First and leads by example in promoting health and safety initiatives and challenging unsafe working practices
- Follows all safety protocols and reporting procedures to ensure all accidents and hazards are identified and addressed

**Technical / Function-Specific**:

- Ensures accuracy of all orders released to production. Leads investigations to identify root causes of any order errors and implements corrective actions to prevent repeat issues
- For complex or custom orders provides customer technical information and support to customer service team and the shop/fabrication floor
- Monitors scheduled shipment dates to ensure timely delivery and expedite as needed
- Coordinates with Purchasing regarding custom hardware purchases
- Works with Drafting to provide customer shop drawings for approval
- Manages the flow of orders and ensure these are entered correctly into the Commdoor System (custom doors frames vents, stock lengths, etc.)
- Ensures that fabrication drawings, cutting list (from Drafting) and all necessary paperwork are provided to meet fabrication needs
- Assists the estimator in providing quotations for customers if required

**Internal / External Customer Service**:

- Communicates directly with customers to resolve customer complaints, inquiries, orders, cancelations, adjustments and other areas relating to order management
- Defines expected response times and ensures customers are contacted promptly for all order issues
- Responds to customer timing questions and liaises with internal departments to keep track of order status
- Ensures technical assistance and support is provided for walk-in customers

**Other / List Other Unique Major Categories**:

- Assists with inventory management where necessary
- Provides back-up support to the General Manager or Sales Manager as necessary
- Other duties as assigned

**Administration**:

- Develops and maintains effective office procedures and filing systems in line with business/quality standards
- Produces reports and information to support the business
- Represents the department at various stakeholder meetings

**QUALIFICATIONS REQUIRED TO SUCCESSFULLY OPERATE IN THE ROLE**
**Education**:

- Good standard of education
- Ideally degree qualified in Business/Marketing/Sales or relevant manufacturing experience

**Experience**
- Proven Customer Service/Relations Management experience in a manufacturing organization (ideally in the door/window environment)
- Leading high performing teams

**SKILLS / COMPETENCIES REQUIRED TO SUCCESSFULLY EXECUTE THE ABOVE RESPONSIBILITIES**
- Ability to understand technical information
- Strong interpersonal and leadership capability: Communication, Resourcing, Performance Management and Engagement
- Solid understanding of customer relations management
- Excellent organization and time management, skills
- Problem solving, root cause analysis
- Team player with a “can do” attitude
- Professional demeanor and business etiquette

**DEMONSTRATE COMPANY VALUES**
- **Do what you say **- act with integrity so our customers and project teams trust us to deliver results
- **Get it done** - find solutions to ensure the job gets done right
- **Be better every day** - take pride and be passionate about improving our business, safety, and quality and strive to be the best
- **Think big picture** - think long-term, be strategic and have a vision. Your investme