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 Customer Care Manager (Natural Health Food)
Job Posting Category: Experienced Professionals (1+ years)
Career Level: Manager
Industry: Packaged Goods
Job Category: Customer Service
Years Experience: 4-6 Years
Job Type: Full-time
Number of Positions: 1
Posting Date: June 13, 2018
Job Location:
Toronto, ON
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Job Description

Customer Care Manager (Natural Health Food)

Our client, a leading Natural Health Food Company, located in Downtown Toronto, ON is looking to hire a Customer Care Manager, Canada.

Reporting into the Director of Commercial Operations, the Customer Care Manager will oversee a team of 3, that will handle order fulfillment and closing of sales via phone and email in a business-to-business setting with customers.

This position will require cultivating a high energy team spirit while coaching, monitoring call quality, response time to customer communications, order processing, promotion scheduling, attendance and floor management.

RESPONSIBILITIES

1. Customer Service Contact Center Operations (40%)

  • Oversee a dedicated Customer care team handling orders and promotions for key accounts, independents and other valuable customers
  • Identify the responsibilities of team members, ensure proper work load balancing, maintain organizational charts, procedures and training documents
  • Conduct quality training of new hires and maintain training of exiting staff
  • Develop performance goals and objectives with the sales director to inspire increased sales and work to achieve these goals
  • Create, maintain and support a highly involved, inspired team environment
  • Ensure 100% same day order entry and invoicing; monitor queues (inbound calls, emails web, inquiries, faxes) to ensure timely and proper handling of all requests
  • Create and maintain a customer service handbook that includes new hire training, order intake and processing, business rules, call flows, etc
  • Maintain contact center attendance and performance management policies, etc.

2. High Volume Order Processing, Fulfillment and Logistics (30%)

  • Manage order processing operations with seasonality
  • Work cohesively with the outside sales team and sales director to ensure smooth order process, upselling, cross selling, closing sales initiated by the outside sales team, order issues, wrong shipments, replacements, etc
  • Serve as conduit between the contact center and the warehouse/fulfillment centers on all aspects of customer ordering, inventory, logistics, third-party fulfillment, consumer show orders, returns and credits
  • Work with finance to ensure customer orders are released, customer orders are not delayed
  • Manage Back Office staff with responsibility for order form development, discount and other transactional pricing, order processing through EDI and JDE ERP database administration
  • Recruit, train, coach, and manage full-time and seasonal employees
  • Continuously improve order process flow, ensure hourly processing of all orders received; maintain process flow charts

3. Business Process Analysis and Improvement (30%)

  • Gain insights from data by developing actionable reports, metrics, and KPIs; proven ability to pull data and interpret it
  • Lead improvements that support company financial objectives and highest customer satisfaction initiatives to ensure goals are met
  • Participate in all process and procedure evaluation and change; standardize, document, and improve operating procedures
  • Lead and participate in cross-functional process improvement projects within the company; work with technology, accounting, and other departments to ensure business data integrity across all company’s systems
  • Identify areas for performance improvement and facilitate/lead improvement implementation efforts; proactively promote industry best practices relative to work-force management and technology enablement

EDUCATION:

  • University or College degree preferred

REQUIRMENTS:

  • 5+ years Managerial experience; 3+ years Order Desk experience
  • Knowledge of order desk management applications, industry standards/requirements, workforce management software, service quality assurance programs, and order intake and processing preferred
  • Fluent with Microsoft Office software including Outlook, Word, PowerPoint and Excel
  • Excellent verbal and written skills, preferably in both English & French
  • JDE experience a plus or Oracle
  • Background or active interest in nutrition, organics, health and fitness is desirable

ADDITIONAL SKILLS:

  • Possess a high degree of business acumen combined with a natural ability to understand and connect with people
  • Use of metrics to gauge performance, yet the ability to balance numbers with a human element. Ability to influence all team members to “buy in” to the metrics and see their value
  • Extremely hard-working, impeccably organized, with exceptional attention-to-detail
  • High degree of self-motivation and accountability, makes decisions and takes initiative
  • Must demonstrate leadership through empowerment, clear judgment, and the ability to resolve complex situations with employees, customers, and vendors
  • Strong customer service telephone skills and a customer focused attitude
  • Excellent interpersonal and team skills. We are building a culture of focused, fun, interactive, involved, energetic, motivated, inspired people who want to empower extraordinary health.


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