Position: Customer Service Manager
Job Description:
The ideal candidate is responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience. The position is based out of our Head Office in Anjou, QC.
Responsibilities:
- Provide leadership, coaching & training to assure that all Customer Service employees succeed in meeting individual performance goals as well as career growth
- Establish performance benchmarks and hold team to those goals through regular evaluations
- Resolve customer conflicts and handle escalation procedures
- Responsible for managing all Customer Service and Claims employees
- Delegate workflow to all Customer Service and Claims staff
- Weekly and Monthly Backorder reports for CAN and USA
- Follow-up on all orders ensuring they are updated and respect deadlines
- Respond to all customer inquiries regarding order lead times, stock verification, request for documentation, etc.
- Processing CAN claims and order replacements
- Managing and processing all CAN repair requests
- Answering all incoming calls & emails
Qualifications/Skills:
- Bachelor’s degree or equivalent experience
- 3+ years’ of customer service
- Excellent written and verbal communication skills in both English & French. Italian & Spanish, a plus.
- High proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
- Detail-oriented
- Multi-tasking while working within deadlines
- Good sense of organization & structure
- Respectful of brand image
- High interpersonal skills
Compensation:
- Paid vacation & sick time as well as Statutory holidays
- Group & travel insurance for health, dental & vision
- VRSP plan
Interested candidates should contact Enza Maria Vitullo at [email protected]