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 Customer Service Manager
Job Posting Category: Experienced Professionals (1+ years)
Career Level: Manager
Industry: Food Services
Job Category: Customer Service,Sales
Years Experience: 8-10 Years
Job Type: Full-time
Number of Positions: 1
Posting Date: June 12, 2014
Job Location:
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North York, ON
M3A3P9

 
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Job Description

The Customer Service Manager is responsible for all activities related to order processing for Ontario and Western Canada. Your team is inspired to provide outstanding levels of customer service to internal and external customers. Specifically, the Customer Service Manager:

  • Leads and manages a team that includes a Customer Service Supervisor and 25 unionized Inside Sales Associates;
  • Ensures that all employees are trained and prepared for their roles and responsibilities;
  • Collaborates with other departments (Sales Management, Production, Distribution, Logistics, etc.) to ensure an efficient order process that responds to changing customer requirements;
  • Works on special project teams and cross functional committees and ensures that the flow of information between other departments and the team is continuous;
  • Reviews and improves processes, procedures and KPI’s (order & call statistics, various tracking reports, service levels, etc.) for the department;
  • Manages the labour and employee relations function within the department and participates in the grievance, arbitration and negotiation process;
  • Monitors the departmental budget;
  • Provides Consumer Response support in Ontario;
  • Follows up with appropriate departments for major complaints and product recalls;
  • Additional duties as required.

Requirements

  • Bachelor’s Degree in a related discipline with 8 – 10 years’ experience of managing a successful customer service sales team.
  • Talent for influencing and motivating others with excellent team building skills;
  • Ability to communicate in spoken and written English is essential. French would be considered an asset;
  • Analytical, detail oriented, proactive and exemplifies outstanding customer service;
  • Demonstrated ability to collaborate with other departments with a focus on continuous improvement;
  • Financial acumen to deliver business results;
  • Excellent organizational skills and knowledge of computer software (Excel, Word, Power Point, Velo, etc.).

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