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Customer service Manager

1 hour ago

Montreal, Quebec, Canada Kruger Inc. Full time

Position Overview
We are seeking an inspiring and strategic Customer Service Manager, ready to tackle complex challenges and lead a team to excellence. This pivotal role offers a unique opportunity to influence customer strategy, optimize processes, and actively contribute to the company's evolution.

Responsibilities & Accountabilities

  • Define and implement a strategic vision for customer service aligned with corporate goals.
  • Lead, engage, and develop a high-performing team in a transforming environment.
  • Handle critical situations with leadership and diplomacy.
  • Collaborate with key departments to enhance customer experience and business outcomes.
  • Drive continuous improvement and innovation initiatives.
  • Lead organizational change by guiding teams through the adoption of new practices.
  • Optimize operational processes to increase efficiency and service quality.
  • Represent customer service at the executive leadership level.

Academic Qualifications

  • University degree in business administration or any other equivalent field of study.

Experience

  • Minimum of 5 years of experience in strategic management and transformational leadership
  • Experience in customer service.

Skills And Abilities

  • Good personal leadership skills;
  • Strong analytical skills and ability to make informed decisions.
  • Ability to navigate complex and high-pressure environments.
  • Strong communication skills;
  • Advanced knowledge of Microsoft Office Suite (Advanced Excel, Word, Outlook, ERP, CRM).
  • Strong analytical skills and knowledge of Power BI.
  • Business vision and ability to inspire change.

LANGUAGES

  • Bilingual, both oral and written (English and French)

Knowledge of English is required for this specific position as Kruger deals with partners across North America and the successful candidate will be required to communicate frequently with them. Kruger has taken all reasonable steps to avoid imposing English language requirements, including assessing the actual language needs associated with the duties to be performed, ensuring that the language skills already required of other employees were insufficient for the performance of those duties, and limiting as much as possible the number of positions with duties requiring English language skills.