Customer Service Manager

**Fuzion Flooring - Customer Service Manager (FULL TIME)**

**Reporting to - Vice President, Operations**

**Fuzion Flooring** is a North American distributor of luxury flooring with its head office in Mississauga, Ontario. At Fuzion, we are committed to going beyond expectations to offer a product, service and experience start-to-end. We are:

- **Passionate**_ _- Providing the best floor covering solutions._
- **Innovative**_ _- Engineering product development, global supply, and daily operations to deliver the best product value._
- **Honest**_ _- Upholding the highest standards in all our actions._
- **Accountable**_ _- Delivering on our commitments._
- **Respectful**_ _- Encouraging development and rewarding performance._

We are seeking a hands-on leader to join our Operations team in the position of Customer Service Manager The goal of this position is to provide outstanding customer service to our dealers by developing effective customer service procedures, implementing departmental efficiency initiatives, improved communication methods, and setting customer satisfaction goals.

**Duties Include**:

- Lead and inspire a dedicated customer service team by fostering a collaborative environment, promoting professional development, and setting clear goals to enhance performance and drive customer satisfaction.
- Supervise day-to-day operations in the customer service department.
- Respond to customer service issues in a timely manner.
- Using CRM tool, keep record of customer interactions, transactions, inquiries, comments, and complaints.
- Create effective customer service procedures, policies, and standards.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Follow up with customers proactively based on activity reports and customer interactions.
- Maintain accurate records and document all customer service activities and discussions.
- Assess service statistics and prepare detailed reports on your findings.
- Review orders and find opportunities for potential upsales (ex. Accessories)
- Recruit, develop, and retain new customer service staff.
- Work proactively with other departments to inform, acknowledge, and resolve any issues that involve the customer service team (Sales, Logistics, Shipping, and Credit).
- Distribute customer activity reports to sales and management.
- Stay informed on the latest industry techniques and methods.

**Knowledge & Skills Required**
- Post Secondary Education in Business Administration or relevant field.
- A minimum of 5 years’ proven leadership experience in a customer service supervisor/manager position.
- Outstanding written and verbal communication skills.
- Good understanding of management practices and techniques.
- Excellent leadership and interpersonal skills.
- Able to react to challenging or time sensitive situations with empathy, logic, and pragmatism.
- Proficiency in Microsoft Office and customer service software.

**Why you’ll love working at Fuzion**
- Company culture that is based on respect, collaboration, and continuous improvement; we are always working to enhance the employee experience
- Comprehensive benefit package that includes health & dental benefits, long-term disability, RRSP matching, and employee rewards programs.
- Education Assistance and Development program for employees; we invest in your development so you can grow within the company
- Proudly Certified by Great Place To Work® in 2024

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

Additional pay:

- Bonus pay

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Schedule:

- Monday to Friday

**Experience**:

- Management: 5 years (required)
- Customer service: 5 years (required)

Work Location: Hybrid remote in Mississauga, ON L5N 7J7