47 Senior Customer Service Manager jobs in Canada

Job Description

Primary Responsibilities

• Develop and monitor the application of operating systems including policies and procedures, operating structure, and information flow;
• Ensure the volume of work produced meets product/service standards and exceeds quality standards;
• Set and report benchmark metrics to drive customer service excellence;
• Create tools and training materials for customer service so onboarding is consistent and customer experience is seamless and performance is sustainable;
• Administer and balance workload;
• Plan, direct, supervise, and evaluate workflow;
• Coordinate work activities to achieve the volume expected to meet operational requirements;
• Recognize and recommend operational improvements;
• Responsible for the day-to-day application of organizational policies and procedures;
• Monitor performance of staff members according to established monitoring standards;
• Approve special price concessions, quotes, bid allowances, or adjustments;
• Make hiring decisions and conduct performance appraisals;
• Liaise with other staff, particularly in quality, planning, SET and sales, to ensure that customer service strategies and activities are integrated with other parts of the business and align to the overall corporate objectives

Knowledge and Skills Requirements :

• Bachelor’s degree preferred;
• 8+ years of work experience in a commercial/customer -interfacing role;
• 5+ years of work experience in a management role;
• Be able to manage teams remotely;
• Ability to deal with customers & coworkers of different cultures;
• Technical aptitude;
• Analytical, detail oriented;
• Service-minded, ability to independently interface with customers;
• Pro-active and able to work independently;
• Experience with Microsoft Office products and CRM, Navision and QlikView;
• Strong in Excel, Word, and PowerPoint;
• Must be able to work in the Canada

Salary & Conditions:

1. Job Location: Ammega Canada Inc. - 265 Export Blvd, Mississauga, ON

2. Salary: $65k-80k depending on profile and experience

3. Days of work: Monday to Friday - Permanent Full-time position, 40 hours per week

BENEFITS:

1. Paid Sick Days

2. Employer Paid Comprehensive Group Benefit Plan – Life/AD&D/LTD/ Extended Health/Dental/Health Care Spending Account

3. Group Pension Plan with Employer Match

4. Employee and Family Assistance Program

The hiring is open to all applicants able to work 40 hours per week.

For the hiring you will need to provide valid photo ID, SIN number, banking details – Company will conduct criminal background check as part of onboarding

ABOUT US:

AMMEGA CANADA is in full expansion and is looking for new talents to reinforce its teams.

AMMEGA is a global leader in product quality and service excellence for Lightweight Conveyor Belts, Power Transmission Belts, and Rubber Hose products. Our core mission is to fully enable the most dedicated, knowledgeable and creative team in the industry so that we remain the leading innovator in belting.

We cultivate internal talents, tradition of fabrication, and technical expertise to excel in management performance and operational efficiency in order to deliver enduring value to our customers.

Explore our website to get more information about our company & brands:

Ammega. We make your business move.

Ammega is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veterans status or any other legally protected factors. We foster an inclusive and accessible environment and are committed to providing support to applicants and employees with disabilities.

As a Customer Service Manager, you'll be responsible for supporting and helping transaction service employees make a positive impact in people’s lives while also enabling your team to grow professionally. You'll play a leadership role by helping the Branch Manager make sure your branch functions smoothly and by listening to and coaching your employees day-to-day.

Your role

·   Guide and coach the team of representatives in identifying clients' financial needs

·   Make sure the team promotes the Bank's products and services and refers clients to the right resource

·   Support your team of representatives in achieving their objectives. Guide them and provide advice on work methods and service/business. development techniques after setting and following up on performance objectives and business development referrals

·   See that the branch's operational activities are carried out efficiently

·   Build loyalty by maintaining close relationship with clients and offering them quality service

More specifically, you will :

·   Manage complaints concerning transaction and retail banking services, in particular by handling and documenting complaints received at the branch to make sure their resolution improves client satisfaction.

·        Develop an action plan with the Branch Manager, ensure its implementation, and circulate the results of the Client Experience Metrics survey.

·   Explain to your team the rules for client segmentation, referrals, transaction execution, risk management, regulatory compliance and branch operating procedures, and make sure they are followed.

·   Work with your team and other units to complete various mandates, analyses and special projects, or supervise such activities.

Your Team

With us, you will benefit from the solidity of a large company, a vast territory with great potential and working conditions allowing flexibility, while contributing to building the lives of people here. Our training programs based on learning in action allow you to master your role. Personalized training content is available to promote your continuous learning. Access to colleagues with different expertise, experiences and diverse profiles enriches your development from all points of view.

Basic requirements

·   College diploma and four to six years of experience, depending on position level OR Bachelor's degree in a related field and one to six years of experience, depending on position level

·   Experience in personnel management and coaching

·   Experience in business development and customer service

·   Knowledge of financial products and services

As a Customer Service Manager, you'll be responsible for supporting and helping transaction service employees make a positive impact in people’s lives while also enabling your team to grow professionally. You'll play a leadership role by helping the Branch Manager make sure your branch functions smoothly and by listening to and coaching your employees day-to-day.

Your role

·   Guide and coach the team of representatives in identifying clients' financial needs

·   Make sure the team promotes the Bank's products and services and refers clients to the right resource

·   Support your team of representatives in achieving their objectives. Guide them and provide advice on work methods and service/business. development techniques after setting and following up on performance objectives and business development referrals

·   See that the branch's operational activities are carried out efficiently

·   Build loyalty by maintaining close relationship with clients and offering them quality service

More specifically, you will :

·   Manage complaints concerning transaction and retail banking services, in particular by handling and documenting complaints received at the branch to make sure their resolution improves client satisfaction.

·        Develop an action plan with the Branch Manager, ensure its implementation, and circulate the results of the Client Experience Metrics survey.

·   Explain to your team the rules for client segmentation, referrals, transaction execution, risk management, regulatory compliance and branch operating procedures, and make sure they are followed.

·   Work with your team and other units to complete various mandates, analyses and special projects, or supervise such activities.

Your Team

With us, you will benefit from the solidity of a large company, a vast territory with great potential and working conditions allowing flexibility, while contributing to building the lives of people here. Our training programs based on learning in action allow you to master your role. Personalized training content is available to promote your continuous learning. Access to colleagues with different expertise, experiences and diverse profiles enriches your development from all points of view.

Basic requirements

·   College diploma and four to six years of experience, depending on position level OR Bachelor's degree in a related field and one to six years of experience, depending on position level

·   Experience in personnel management and coaching

·   Experience in business development and customer service

·   Knowledge of financial products and services

English

Work must be completed at the physical location. There is no option to work remotely.

Job Description

CMP Group Ltd. (CMP) is a global manufacturing company with 6 manufacturing and distribution facilities throughout Canada, the United States, Italy, Australia, and China. CMP supplies the recreational and commercial marine industries with a broad range of products for various industry segments, including anchoring & ground tackle, corrosion, dock & boat accessories, and steering & controls. CMP manufactures and distributes products under the brands, Martyr, Rocna, Vulcan, Titan, Panther, Dock Edge, Octopus, Intellisteer, Sanitation Equipment and, Trollmaster.

Reporting to the Chief Financial Officer, the Corporate Customer Service Manager is responsible for championing the position of the “customer” by managing the order workflow , customer support processes, and providing prompt and accurate technical information for all company products as well as managing the day-to-day operations of the customer service department across North America.

Benefits:

• Salary range - $95000 to $105000 (based on experience)
• Extended Benefits Plan (Vision/Dental/Prescription/etc.) as of your first day
• Performance, Education & Referral Programs
• Quarterly town halls, summer BBQ’s, quarterly pizza lunch and Winter Holiday Party
• And much more!

Responsibilities:

• Responsible for the direct supervision of team members across North America. This includes, but is not limited to, selection, training, performance evaluation and development, skills assessment, discipline and termination.
• Manages and assess service statistics and prepare detailed reports on their findings.
• Fosters a cooperative team environment conducive to the sharing of information and training to promote independent decision making.
• Responds to escalated customer concerns and issues.
• Facilitates training programs to enhance customer service performance and staff development.
• Ensures that the customer service department is effective in the processing and expedition of customer orders.
• Action-oriented approach to efficient resolution of product/service requests for customers.
• Initiates and supports continuous improvement efforts that increase customer satisfaction and revenue throughout all areas of responsibility.
• Supports the development and ensures implementation of new systems and processes that improve efficiency. 
• Leverages company database tools to create efficiency in logistics and customer satisfaction.
• Responsible for overseeing the management of the Master data for customers in the ERP system  
• Works collaboratively with customers and all internal departments to drive customer satisfaction throughout the organization
• Maintains and ensures process workflow, standard operating procedures (SOP) and documentation are up to date. 
• Supports the Finance team with the administration of collections initiatives and ensures that cash and credit card sales are paid prior to being released to shipping.  
• Provides basic quotation services
• Timely and accurate sales lead information.
• Facilitates Customer Returns and oversees the returns process and works with other functional groups in the organization to expedite the processing of credits.
• Facilitates Warranty Claims and oversees the Warranty process.
• Participates or provides resources as exhibitor at trade shows as required.

Quality:

• Participate in Quality Audits as an Internal Auditor or Auditee.
• Ensures that subordinates participate in internal audits as required.
• Closes outstanding Quality Reports within 14 days of issue.

Team Building:

• Conducts and documents 1X1 meetings with direct reports, conduct annual performance review.
• Attends and participate in 1X1 meetings with the CFO.
• Participates and contributes in the Steering Committee Meetings.

Training:

• Work with direct reports to develop training plans for all employees

Safety:

• Promotes safe work practices as outlined by CMP and the Provincial regulations

Requirements:

• Bachelor’s Degree in business or equivalent
• 7 to 10 years of experience in customer service within a manufacturing industry, with at least 3 to 5 years in a management role
• Demonstrated ability to lead a customer service migration to an e-commerce based operating environment
• Proven track record from championing change and innovation within the organization
• Must be able to develop a strong understanding of all CMP products and their applications
• Must have outstanding problem solving skills and the ability to demonstrate a high level of responsiveness towards urgent customer issues
• Must exhibit superior communication skills and the ability to maintain professionalism in times of great adversity and pressure
• Works collaboratively and creates a sense of trust and reliability with internal team and customers
• Demonstrates a strong work ethic and flexibility towards the needs of the business
• Focused on details and follow through
• Must demonstrate a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
• Excellent team performance management and on-the-job coaching skills

• Comfortable providing hands on support when required
• Experience using CRM (Zoho would be an asset)
• Experience using an ERP system (Visual would be an asset)
• Comfortable travelling within Canada and to the USA (valid passport needed)
• French language skills an asset (spoken and written)

Hours

• 8:00 am – 4:30 pm, Monday to Friday
• Hybrid - (3 days in the office and 2 days from home)

CMP values diversity and encourages applications from all qualified individuals who are legally entitled to work in Canada. We welcome applications from candidates with disabilities, and accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation please contact Human Resources. We thank all applicants for their interest and advise that only those selected for an interview will be contacted.

Job Description

CMP Group Ltd. (CMP) is a global manufacturing company with 6 manufacturing and distribution facilities throughout Canada, the United States, Italy, Australia, and China. CMP supplies the recreational and commercial marine industries with a broad range of products for various industry segments, including anchoring & ground tackle, corrosion, dock & boat accessories, and steering & controls. CMP manufactures and distributes products under the brands, Martyr, Rocna, Vulcan, Titan, Panther, Dock Edge, Octopus, Intellisteer, Sanitation Equipment and, Trollmaster.

Reporting to the Chief Financial Officer, the Corporate Customer Service Manager is responsible for championing the position of the “customer” by managing the order workflow , customer support processes, and providing prompt and accurate technical information for all company products as well as managing the day-to-day operations of the customer service department across North America.

Benefits:

• Salary range - $95000 to $105000 (based on experience)
• Extended Benefits Plan (Vision/Dental/Prescription/etc.) as of your first day
• Performance, Education & Referral Programs
• Quarterly town halls, summer BBQ’s, quarterly pizza lunch and Winter Holiday Party
• And much more!

Responsibilities:

• Responsible for the direct supervision of team members across North America. This includes, but is not limited to, selection, training, performance evaluation and development, skills assessment, discipline and termination.
• Manages and assess service statistics and prepare detailed reports on their findings.
• Fosters a cooperative team environment conducive to the sharing of information and training to promote independent decision making.
• Responds to escalated customer concerns and issues.
• Facilitates training programs to enhance customer service performance and staff development.
• Ensures that the customer service department is effective in the processing and expedition of customer orders.
• Action-oriented approach to efficient resolution of product/service requests for customers.
• Initiates and supports continuous improvement efforts that increase customer satisfaction and revenue throughout all areas of responsibility.
• Supports the development and ensures implementation of new systems and processes that improve efficiency. 
• Leverages company database tools to create efficiency in logistics and customer satisfaction.
• Responsible for overseeing the management of the Master data for customers in the ERP system  
• Works collaboratively with customers and all internal departments to drive customer satisfaction throughout the organization
• Maintains and ensures process workflow, standard operating procedures (SOP) and documentation are up to date. 
• Supports the Finance team with the administration of collections initiatives and ensures that cash and credit card sales are paid prior to being released to shipping.  
• Provides basic quotation services
• Timely and accurate sales lead information.
• Facilitates Customer Returns and oversees the returns process and works with other functional groups in the organization to expedite the processing of credits.
• Facilitates Warranty Claims and oversees the Warranty process.
• Participates or provides resources as exhibitor at trade shows as required.

Quality:

• Participate in Quality Audits as an Internal Auditor or Auditee.
• Ensures that subordinates participate in internal audits as required.
• Closes outstanding Quality Reports within 14 days of issue.

Team Building:

• Conducts and documents 1X1 meetings with direct reports, conduct annual performance review.
• Attends and participate in 1X1 meetings with the CFO.
• Participates and contributes in the Steering Committee Meetings.

Training:

• Work with direct reports to develop training plans for all employees

Safety:

• Promotes safe work practices as outlined by CMP and the Provincial regulations

Requirements:

• Bachelor’s Degree in business or equivalent
• 7 to 10 years of experience in customer service within a manufacturing industry, with at least 3 to 5 years in a management role
• Demonstrated ability to lead a customer service migration to an e-commerce based operating environment
• Proven track record from championing change and innovation within the organization
• Must be able to develop a strong understanding of all CMP products and their applications
• Must have outstanding problem solving skills and the ability to demonstrate a high level of responsiveness towards urgent customer issues
• Must exhibit superior communication skills and the ability to maintain professionalism in times of great adversity and pressure
• Works collaboratively and creates a sense of trust and reliability with internal team and customers
• Demonstrates a strong work ethic and flexibility towards the needs of the business
• Focused on details and follow through
• Must demonstrate a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
• Excellent team performance management and on-the-job coaching skills

• Comfortable providing hands on support when required
• Experience using CRM (Zoho would be an asset)
• Experience using an ERP system (Visual would be an asset)
• Comfortable travelling within Canada and to the USA (valid passport needed)
• French language skills an asset (spoken and written)

Hours

• 8:00 am – 4:30 pm, Monday to Friday
• Hybrid - (3 days in the office and 2 days from home)

CMP values diversity and encourages applications from all qualified individuals who are legally entitled to work in Canada. We welcome applications from candidates with disabilities, and accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation please contact Human Resources. We thank all applicants for their interest and advise that only those selected for an interview will be contacted.

Job Description

JOB SUMMARY:
The Sell In and B2B Customer Service Manager is in charge of the day-to-day operations of our customer service team and ensuring an outstanding customer satisfaction to all our US and Canada Sell In and B2B customers.
The Sell In and B2B Customer Service Manager will be managing and optimizing all aspects of the order processing from creation to delivery, ensuring orders are delivered on time, in full, and comply with customers’ requirements.
The Sell In and B2B Customer Service Manager is also responsible for the maintenance of the entire customer database in a timely and accurate manner.

JOB RESPONSIBILITIES:

• Responsible for daily operations of the Sell In and B2B Customer Service department
  • Internal and external communication and teamwork are essential.
    • Communicate with our customers to ensure customer satisfaction
    • Collaborate with our sales teams, supply chain team and warehouse operations teams to provide in a timely manner all inquiries from our customers
    • Ensuring that our products are efficiently and accurately delivered to our customers and in compliance with our customers’ requirements :
      • Order acknowledgment
      • Delivery notification
      • Tracking information
    • Monitoring and reporting on department KPIs, aligning internal operational KPIs with customer metrics and develop performance scorecards
    • Optimizing all aspects of the fulfillment process, from order receipt to delivery, ensuring a customer centric experience
    • Support warehouse with delivering high service level and the flawless execution of order management processes
    • Develop collaborative supply chain solutions through cross-functional partnerships that drive mutual benefits for external customers and internal business partners
    • Coordinate with operations on service issues to ensure that the root cause analysis and corrective/preventive actions are robust
    • Provide strategic supply chain expertise and insights to the commercial teams for competitive differentiation
    • Manage customer claims, credits and returns.
• Lead a team of customer service representatives.
  • Ensure continuous training and coaching customer service representatives on best practices
  • Maintain comprehensive and completed documentation.
• Help maintaining an accurate customer master data in a timely manner
• Proactively develop processes and procedures :
  • Fostering a culture of continuous processes improvement
  • Identifying opportunities to enhance efficiency, improve operational performance, reduce costs and minimize customer complaints
  • Leveraging emerging supply chain capabilities and technology such as EDI  to improve customer collaboration and service

• % of order shipped in full
• Customers Chargebacks
• Customers Claims
• % of EDI orders

• Proven experience in a customer service management role
• Strong leadership skills with the ability to motivate and inspire a team
• Experience in project management is preferred

• Exceptional verbal and written communication skills with customers. Different functions and seniority level
• Understanding of B2B business
• Excellent organizational and time-management skills in a fast-paced environment with deadlines
• High degree of attention to details, but ability to see the big picture
• Ability to multitask and prioritize
• Strong problem solving and conflict management skills
• Strong leadership skills with experience managing a team
• Strong process management skills
• Proficiency in ERP system (plus if experience with SAP S/4)
• Advanced Microsoft Office, especially Excel
• Knowledge of inventory management practices and fulfilment operations
• Fluent in English

• • Able to occasionally travel to US

All Applicants:

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United States Applicants Only:

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Job Description

What We Do

s.t.o.p. Restaurant Supply has paved a path into becoming the top provider of top-quality kitchen equipment and materials for many foodservice giants in the hospitality industry. Our primary mission is to continuously pursue growth and perfection in everything we do to provide nothing but the best for our clients.

Always on top of our game and putting the best interests of our customers first, s.t.o.p. Restaurant Supply promises an efficient and convenient online shopping experience for everyone. You can rely on our team of highly skilled professionals to exceed customer expectations by adhering to trustworthy and industry-established business practice.

What We Offer:

• RRSP Plans
• Profit Sharing Program
• Comprehensive Flexible Benefits
• Paid Personal Days and Your Birthday!
• Annual Health & Wellness Benefit.

What it’s all about:

You are an energetic and highly organized service professional with a passion for providing service excellence. You excel at customer service and can be counted on to support everyone around you. You approach what you do with high attention to detail and take care at every step. You thrive in a fast-paced environment and enjoy working in partnership with a diverse team of people to deliver the best possible service to our customers.

What you’ll do:

Your key accountabilities will include but are not limited to:

• Lead the Corporate Accounts Coordinators and the Customer Service Manager;
• Strategic planning of service and communication levels;
• Monitor budgets, expenses, revenues and profits;
• Report the teams' progress and performances to senior executives ;
• Supporting the Customer Service Manager and Corporate Account Coordinators ;
• Running various computer reports, and maintaining spreadsheets;
• Deliver projects on time within budget;
• Solve escalated issues;
• Coordinate sales inquiries and work out strategies to attract new customers.
• All other duties assigned

QUALIFICATIONS:

• Possess a high level of professionalism and dedication to customer service. Proven ability to build
• Manager and leadership experience and skills sets;
• College or University Degree or Certificate;
• good working relationships with internal and external clients and business partners;
• Excellent verbal and written communication skills;
• Strong organization, time management and decision-making skills; ability to manage multiple tasks while prioritizing and managing tight deadlines;
• Proficient in Excel and Word;
• Ability to work in a team environment as well as under minimal supervision; must be comfortable problem solving and handling challenging situations in a professional demeanour

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