Service Office Manager

2 weeks ago

Kitchener, Canada Golden Windows Full time

**Position Summary**:
We are looking for a **Service Office Manager** who takes pride in the results they deliver, cares about making a difference and understands how rewarding working with a great team can be.

The position, under the direction of the VP Operations, is primarily responsible for the supervision of the Field Service & Installation Supervisor, Customer Service Representatives, Service Technicians and Technician Helpers within the Service Department. The Service Department Manager is responsible for leading a team of 4-5 Customer Service Represenatives, as well as 10+ Technicians & Helpers. This position is responsible for coaching and training the team to deliver elite customer service, while overseeing daily operations.

**Key Responsibilities**:

- Manage all Customer Service Representatives in the Service Department
- Participate in the hiring of new CSR's and manage subsequent training for new hires
- Ensure all service requests received are entered, processed, and scheduled within a timely manner
- Responsible for ensuring all required materials are ordered correctly and on time from either production departments, or outside vendors
- Maintain open and regular communication with the Field Service and Installation Supervisor, and work as a team to resolve any issues as they arise
- Act as backup for the Field Service and Installation Supervisor when necessary
- Assist in developing Standard Operating Procedures for the Service Office
- Monitor daily open order report, backlog report, and other reports as necessary
- Complete Daily Operating Report (DOR) to measure success of the department
- Assist and coach CSRs through communication with customers on any high priority service requests
- Ensure all chargeable service requests are accurately entered and work with A/R to address any outstanding amounts
- Work with IT Department to maintain and improve our Service Department software/database as required
- Create annual department budget
- Assist in creating annual department budget

**Qualifications**:

- Minimum 5 years experience in a supervisory role
- Minimum 5 years experience in Customer Service within the manufacturing or construction industry
- Experience in window and door industry considered an asset
- Experience with MS Office and data entry, must be very comfortable using a computer

**Attributes**:

- Passion and drive for delivering exceptional customer service
- Proven track record of coaching and mentoring employees
- Adaptable and flexible in managing multiple priorities and timelines
- Excellent communication skills both written and oral
- Great organizational skills and thoroughness in execution of tasks
- Strong analytical and problem solving skills
- Ability to work under pressure

**Working Conditions**:

- Regular office hours - Monday to Friday

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