Manager, Customer Experience

1 week ago

London, Canada Shamir Canada Full time

**About us**

Shamir Canada is a leading innovator in Ophthalmic lens technologies.

Our values, the driving force behind our ideas and actions, keep the ECP in the center. Every Shamir representative is personally committed to our customers’ vision, and to providing the best service and support to meet and exceed their expectations, all with a personal touch.

**Job Summary**:
The Manager of Customer Service is responsible for leading an operational customer service team for Shamir Canada to provide efficient and superior customer service to clients. The Manager of Customer Service Representative handles customer inquires and concerns with patience, courtesy and professionalism.

**Duties and Responsibilities**:

- Develop and manage systems to gather quality data that lead to actionable changes.
- Directs and oversees all aspects of the organization’s customer service policies, objectives, and initiatives.
- Ensures systems are in place and are utilized to capture and report on customer service metrics and ensure customer service activities are aligned to support and enhance the objectives of the organization.
- Direct customer service support operations, driving improvements and quality performance through productivity measurement, monitoring, and staff coaching.
- Responsible for employee relations of the Customer Service team with support from Human Resources.
- Provide feedback to the company regarding customer concerns.
- Responsible for promotional items inventory and distribution.
- Receives and handles incoming customer calls (order taking, trouble shooting, work in process etc.).
- Strong knowledge of Shamir products and services.
- Collaborates on a daily basis with other functional areas such as Quality, Production and Sales.

**Education**:

- Post Secondary education in business or related field would be in asset.
- Registered Optician or CCOA certification would be an asset.

**Experience**:

- Experience in an optical dispensary/retail setting in a management/supervisory role.
- Experience managing a Customer Service team.
- Proficiency in Microsoft Office software.

**Communication**:

- Must have strong verbal and written communication skills.

**Mental Demands**:

- Ability to multitask, prioritize tasks and meet deadlines.
- Ability to work independently with mínimal supervision.

**Working Conditions**:

- Office environment, occasional travel to customer sites and tradeshows may be required.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program

Schedule:

- Monday to Friday

**Experience**:

- optical: 2 years (preferred)

Licence/Certification:

- CCOA certification (preferred)

Work Location: In person

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