Customer Service Manager

2 weeks ago

Cambridge, Canada UAP Inc. Full time

Company Description
**Be part of a community of authentic, proud and trusted people**

Our Auto Parts Division is the largest Canadian distribution network of automobile replacement parts. Our banners in this division include the renowned NAPA Auto Parts, Altrom/Auto-Camping, and NAPA/CMAX. we believe we don’t just deliver car and heavy vehicle parts all around the country; we also help keep Canadians moving **forward**. This makes for a special kind of workplace. We have the experience and strength of our 100-year legacy and the desire to always do better for our team members and clients. Our 5000 colleagues proudly serve thousands of customers every day across Canada.

If the hat fits, we’d be proud to have you wear it Send us your resume and join a people-centric company with a reputation of excellence.

**Job Description**:
Our Cambridge DC is seeking a Customer Service Manager.

Your responsibilities will be to:

- Monitor Customer Service Associates and evaluate their responses and handling of customer inquires
- Follow up with customers on product recalls issued by the corporate office as required
- Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
- Manages customer service staff, communicates job expectations, and performs appraisals and job reviews
- Establish and maintain achievable customer satisfaction goals
- Meets customer service financial objectives by forecasting requirements, prepares annual budgets, and schedules expenditures
- Audits customer service procedures and trends and determines system improvements.
- Enforces company policies and procedures.

**Qualifications**:
To join our team, you need:

- 5 - 7 years in a similar managerial customer service role
- Ability to train and mentor a customer service team
- Effective listening skills, and patience and tolerance when dealing with difficult customers
- Fast response time
- Knowledge about the processes involved in resolving product or service related issues
- Very good knowledge of Excel, AS400 and basic knowledge of Acces software.
- Highly functional spoken English.

Additional Information

UAP is a diverse community that promotes inclusion and respect. The sum of our individual differences, experiences, knowledge, self-expression, unique capabilities, and talents, represents the richness of our culture. During the selection process, let us know if you need any accommodations. This information will be kept entirely confidential and will only be used to ensure you have a fair and pleasant experience with us

We will contact you as soon as possible if we think we have the hat for you

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