Service Manager Jobs

The Service Manager works on the front line with both office-based customers and ship-based end users. They are responsible for ensuring all order and outfit queries are resolved in a timely and accurate manner, for the customers allocated to their pod.
Here's what your day-to-day in this role will be :

• Service Managers play a key role in the generation of revenue and maximise every opportunity to process orders and generate invoices – whilst minimising errors that could lead to rework or refunds/credits.
• They are the main contact point for their customers general queries and manage the order management lifecycle end to end, within their customer service level agreements. They proactively drive efficiency through the order management process and minimise the need to process ad hoc orders, through driving customer adoption of automated order channels and new edition supply options.
• They work cross functionally with sales, support and development to put the customer first and guarantee their success.
• They support account retention through driving value in every interaction they have with the customer, including on time and accurate query resolution and delivery of efficiency gains through the adoption of process automations.
• They support the Customer Success Manager on all order and outfit topics and support the onboarding of new customers through the supply of new products and the setup of new outfits.
• They stay close to the customer to ensure approval processes are optimised and followed, maximising satisfaction but minimising manual touch points. They understand all customer order management requirements and maintain suitable documentation of these.
• They support the service/subscription renewal process by proactively reviewing annual renewals, ensuring renewal quotes are accurate and ensuring purchase order details are entered on time to allow streamlined invoicing.
• They ensure customer outfits and folios are managed proactively and remain consistent with customer needs.

Requirements

• Knowledge of the shipping / marine industry an asset.
• Customer facing soft skills
• Attention to detail
• Excellent listening, presentation, and written/verbal communication skills at all business levels.
• Other languages will be considered as assets.
• English mandatory, Dutch preferable.
• Strategic & communication understanding

VALLUES THAT MATTER TO US

• Rigor: you’re sharp and rarely overlook a detail
• Initiative: You start from zero with confidence
• Efficiency: You perform operational tasks successfully and quickly
• Collaboration: You listen to others’ ideas and share your own
• Customer driven: you’re customer focused and a problem solver
• Communication: You connect easily with others and express yourself clearly
• Organization: You know how to manage priorities
• Ownership: You care about delivering only quality products & Services
• Resilience: Ready to pivot, change and adapt to maintain a constant pace of innovation.

Benefits
Your wellness

• Telemedicine program
• Group Insurance
• Employee assistance program
• Fresh fruits, tea and coffee.

Your money

• Referral bonus
• Competitive salary
• Group RRSP/Pension Plan

Your time

• Hybrid work from home policy.
• Flexible schedule with a focus on work/life balance.
• Personal Leave

Your growth

• Continuous training.

Your environment

• Modern, open workspaces, and well-located office (downtown) with secure bike room and showers.
• Monthly team-building events.