Customer Service Manager

FortNine is a rapidly growing motorcycle and powersports e-commerce company. Join a team of multidisciplinary experts passionate about making an impact on the industry and redefining how people shop in Canada.

Reporting directly to the Director of Operations, the Customer Service Manager is responsible for ensuring that FortNine customers are satisfied at all times. This role includes managing the CS department, training and retaining the talents and maintaining the highest standards in ensuring that all the policies and procedures are followed.

**main responsibilities**

**Ensure quality customer service is being offered**

Being the customer advocate; we want you to be the constant reminder of what the customer wants in every aspect of the business,

Keeping the team motivated

Proposing and documenting new CS policies

Handling exceptions and second level escalations

Reviewing any negative feedback and sharing lessons learned with the team(s)

**Ensure the CS team is organized, efficient and productive**

Managing workloads and schedules, setting expectations and goals, and following up

Reviewing, improving, and documenting workflow processes

Investigating and reporting issues with the operations, catalog, and other departments

Holding regular team meetings

Reviewing, updating, and documenting CS policies

Managing the bonus program for CS team

Managing the performance of the existing staff

**Ensure the CS department is properly staffed**

Determining if dedicated resources are sufficient.

Assisting in hiring / training new talent

**Miscellaneous tasks**

Ensure that the company reputation and image in the industry is consistent,

Create, track and record CS KPIs and metrics to measure team productivity.

**preferred skills and competencies**

Organizational and planning skills to develop budget, strategies, internal policies, and resource allocation

Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals

Listening skills, to understand exactly what customers and team members require

Problem-solving skills

Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations

Motivational skills and an ability to supervise and lead a team of customer service agents

Creative thinking, to be able to come up with new ideas to improve customer service standards

Ability to work well under pressure.

Able to build and maintain lasting relationships with other departments, key business partners, and government agencies.

Advanced computer skills (familiarity with project management tools i.e. Jira, Confluence and advanced level of Excel).

**qualifications and job requirements**

Previous supervisory/account management/management experience for at least 5 years for a team of 15+.

University degree preferred.

Knowledge of customer service and administration

Industry experience (e-commerce)

Must be located in Montreal, QC and able to commute to the office on a Hybrid model.

**what we offer**

Competitive salary.

Paid personal days.

Health Insurance including medical, dental, vision and life.

Healthy Snacks and Drinks.

Quiet, clean and newly built office environment.

Located within a 5-minute walk from Du College station (orange line) and offering free parking.

Ergonomic workstations and the best tools made available to you.

Hard working, respectful and friendly coworkers.

A strong culture that encourages collective accomplishments and enables individual progression.

- Version Française

FortNine est une entreprise de commerce électronique de motos et de sports motorisés en pleine croissance. Joignez-vous à une équipe d'experts multidisciplinaires passionnés par l'idée d'avoir un impact sur l'industrie et de redéfinir la façon dont les gens font leurs achats au Canada.

Relevant directement du directeur des opérations, le directeur du service à la clientèle est chargé de veiller à ce que les clients de FortNine soient satisfaits en tout temps.

**Responsabilités Principales**

**S'assurer qu'un service client de qualité est offert**

Être le défenseur du client ; nous voulons que vous soyez le rappel constant de ce que le client veut dans tous les aspects de l'entreprise.

Maintenir la motivation de l'équipe

Proposer et documenter de nouvelles politiques de service à la clientèle

Gérer les exceptions et les escalades de deuxième niveau

Examiner tout commentaire négatif et partager les leçons apprises avec l'équipe.

**S'assurer que l'équipe est organisée, efficace et productive**

Gérer les charges de travail et les horaires, fixer des attentes et des objectifs, et assurer le suivi.

Examiner, améliorer et documenter les processus de travail.

Enquêter et rapporter les problèmes avec les opérations, le marchandisage, et les autres départements.

Organiser des réunions d'équipe régulières

Réviser, mettre à jour et documenter les politiques du CS

Gérer le programme de primes

Gérer les