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Customer Service Manager

3 weeks ago

Guelph, Canada Royal Distributing Full time

About Us:
We're Royal Distributing, and we’ve been a leader in the Canadian powersports industry for the past 30 years. We provide our our customers with quality products and top service to keep them ridiing their snowmobiles, ATVs, motorcycles, dirt bikes, and more. We’re embarking on the next phase of our growth and we want you to join us

The Opporunity:
As a Customer Service Manager, you are responsible for overseeing our team that handles customer returns, product exchanges, curbside order pick-ups, special orders, and warranty claims. Your main focus is to ensure that your team is providing top-notch service to our customers by problem-solving customer issues and ensuring our shoppers leave our store with the products they are searching for. You are relied upon to provide guidance regarding returns and exchanges, solutions to customer issues, training for team members, and leadership to associates as part of our retail management team.

**Responsibilities**:

- Process customer returns and exchanges
- Complete special order and warranty requests and oversee tracking to ensure timelines are maintained
- Oversee curb-side orders to ensure our team is providing customers with product quickly and accurately
- Solve customer issues related to product issues
- Develop retail associates by training on product knowledge, standard operating procedures, system navigation, customer service, and company policies & procedures.
- Cross-train team members in alternative departments to build knowledge in processes related to customer check-out, retail sales, warehouse operations, and other processes
- Collaborate with other managers to allocate team resources to ensure adequate coverage across all areas of the store
- Approve and deny customer requests for warranty, exchanges, and returns
- Provide back-up support to the management team for other areas of the retail store
- Complete the opening and closing procedures for the store as required

Qualifications:

- 2+ years of retail experience
- Strong leadership skills with the ability to effectively manage a team
- Prior experience with POS and inventory systems, and proficient in computer use - Exceptional customer service, communication, and interpersonal skills
- Ability to problem-solve and find creative solutions for customer issues
- Ability to make challenging decisions and have difficult conversations
- Ability to complete assigned work and projects on time within a fast, ever-changing environment

Additional Information:

- This position reports to the Store Manager
- This position requires team members to work varying hours, seasonal overtime, and shifts during days, evenings, and weekends
- This position requires team members to stand for extended periods, climb a ladder and to move merchandise (weighing up to 30 pounds) throughout the store
- Steel toe, green patch work boots are required

We are an equal opportunity employer and while we thank everyone for their interest, only those to be interviewed will be contacted. Royal Distributing is committed to promoting accessible recruitment as outlined in the Accessibility for Ontarians with Disabilities Act. Royal Distributing will attempt to accommodate persons with a disability in an appropriate and effective manner throughout all stages of the recruitment process. Accommodations will be provided upon request.

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Store discount

Schedule:

- Overtime
- Weekend availability

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Guelph, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- What is your compensation expectation for this role?

**Experience**:

- Retail management: 1 year (preferred)

Work Location: One location