KIT Recruitment

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Etobicoke, ON

KIT Recruitment

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Etobicoke, ON

Customer Service Manager

Etobicoke, Ontario (view on map)

Posted 17 days ago

Job Description

Our client, a proven industry leader in the building materials sector, is actively seeking a Customer Service Manager to join their team. Be part of this company's continued success! The client is located near the West Etobicoke and Mississauga border.

Customer Service Manager details:

• Great Salary up to $115,000*
• Monday thru Friday – 8 am-5 pm ON site
• Three weeks vacation*
• Significant Profit sharing available*

Customer Service Manager Qualifications

5 years of experience working in a Manufacturing environment serving an independent dealer base is Required

• Computer Skills (MS Word, Excel, PowerPoint, E-mail).
• Experience with an ERP, CRM and metric systems
• 5 years working in a Management role
• 5+ years Experience working with a dealer network (group of companies or individuals who sell the products of a manufacturer)
• Skilled in coaching and managing multicultural teams, initiating and overseeing projects and collaborating across departments.
• Quick learner with a proactive approach to customer needs.

Customer Service Manager What you’ll be doing.

Account Management

• Engages with customers regularly to assess their satisfaction, uncover expansion opportunities, and address any concerns or issues that may arise.
• In charge of all aspects related to order and quote processing
• Responsible for investigating and processing credits and debits, as well as approving credits per assigned credit approval limits. Ensures that credit approval limits are adhered to.
• Work closely with Sales and Marketing teams to support customer needs; communicate/share integral information with Heads of Sales and Regional Sales Managers; support promotions and additional focus on new and existing customer accounts.
• Collaborates with Sales, Marketing, Engineering, Finance, Purchasing, and Production teams to identify opportunities for upselling or cross-selling additional features or solutions.
• Responsible for any changes in pricing in our internal pricing management system
• In conjunction with Sales and Marketing teams, assists with Company sponsored events targeted to develop and support the dealer network.

Customer Onboarding and Adoption

· Assists customers through the onboarding process, ensuring a seamless experience and helping them realize the value of our product.

· Responsible for communicating all changes to the existing Online tool users via our internal ticketing system.

· Responsible for providing ongoing training and support to customers, by helping them optimize their use of our online platform

Leadership and Strategy

· Formalizes a plan to develop staff within the department.

· Prepares and submits the annual department budget including capital expenditures and headcount requirements.

· Escalation support for CS Team.

· Coach, mentor and provide training to the customer service team.

· Working in conjunction with the Production Scheduling team, s/he is responsible for managing monthly level loading of customer orders.

· Works with Engineering on special orders and designs to ensure customer satisfaction.

Performance Reporting

· Defines, track and analyze department’s Key Performance Indicators (KPI).

· By utilizing data-driven insights, evaluate the effectiveness of customer service initiatives, identify areas for improvement, and inform strategic decision-making.

· Analyzes customer behavior patterns and assesses the value derived, extracting actionable insights. Collaborates effectively with different departments by providing comprehensive feedback based on findings