Customer Service Manager Jobs

Position: Customer Service Manager

Location: Mississauga (on-site)

Job Type: Permanent

We are looking to hire a dynamic Customer Service Manager for a great manufacturing client located in Mississauga. As the Customer Service Manager, your role is pivotal in ensuring efficient customer service operations and smooth office management. You will oversee a team of customer service representatives while handling various administrative tasks to support the overall manufacturing process. You will be the driving force behind their customer service excellence, helping them reach new heights and market share growth!

Responsibilities:

- Lead and inspire the customer service team, ensuring they provide exceptional service to clients, distributors, and partners throughout the manufacturing process

- Build and nurture strong customer relationships, addressing any concerns with unwavering reliability and professionalism

- Develop and implement customer service policies and procedures that align with the manufacturing company's values and objectives

- Address escalated customer inquiries, issues, and complaints, resolving them promptly and ensuring positive resolutions for all parties involved

- Monitor key performance indicators (KPIs) for customer service, such as response times, order processing efficiency, and customer satisfaction levels

- Be the bridge between our customers and internal stakeholders, advocating for the Voice of the Customer to drive exceptional service

- Embrace and exemplify the company’s core values, making a positive impact on our company culture

- Manage daily office operations, maintaining an organized and productive workplace environment

- Ensure enough office supplies are ordered

- Coordinate with external vendors and service providers for office maintenance, repairs, and other related services

- Supervise administrative staff and support their professional growth and development

- Facilitate effective communication within the customer service team and across various departments involved in the manufacturing process

- Collaborate with production, quality, logistics, and sales teams to ensure seamless coordination and timely delivery of products to customers

- Conduct regular meetings and training sessions to update the customer service team on new manufacturing processes, product updates, and quality control standards

- Conduct performance evaluations for customer service representatives, providing constructive feedback to improve individual and team performance

- Recognize and reward exceptional customer service efforts and achievements

- Analyze customer service data, such as order patterns, product feedback, and customer preferences, to identify trends and opportunities for improvement

- Prepare regular reports on customer service metrics, sharing insights and recommendations with the management team

- Execute other duties as necessary

Requirements:

- Relevant post-secondary education (supply chain, business, commerce, etc.)

- 5+ years proven experience in customer service management within a manufacturing or related industry preferred

- 2 to 3 years of experience in a management/supervisor/leadership role

- A razor-sharp judgment and problem-solving abilities that keep the customer at the heart of everything you do

- Ability to thrive in a fast-paced environment, juggling multiple tasks while never losing sight of what truly matters – the customer

- Strong leadership skills and the ability to motivate and develop a team

- Excellent communication and interpersonal abilities

- Problem-solving and conflict resolution skills specific to the manufacturing context

- Proficiency in using office software and customer relationship management (CRM) tools

- Strong organizational and time management skills

- Attention to detail and commitment to providing quality service

- Knowledge of manufacturing processes and industry best practices is a plus

To apply, please send your resume to Vanessa Tran at [email protected].

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