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Customer Service Manager
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Our client, a large international manufacturer of construction materials, currently has need for a Customer Service Manager in the GTA.
POSITION SUMMARY (What are the end results or objectives of this position and who benefits?)
In accordance with company vision, policy and corporate objectives, ensure the customer service departments located within Canada provide internal and external customers with a preferred level of service.
ESSENTIAL DUTIES (What functions and responsibilities does this position perform to achieve the above summary?)
• Creating and directing an environment where providing preferred customer service is the primary focus
• Implement and manage business processes consistent with the goals and objectives of the company
• Provide effective leadership and training with respect to JDE, Service Exception Management System (SEMS) and other operating systems which support the customer service department
• Continuous communication with plants to ensure production needs are met, inventory balances are accurate and transportation requirements are fulfilled
• Ensure information and knowledge of the company's product lines are disseminated to staff
• Maintain up-to-date knowledge of the building products industry through communication with other departments, customer visits and surveys
• Solicit orders from current and potential customers in support of company sales
• Continuously monitor the effectiveness, efficiency and quality of the customer service department
• Ensure customer allocations are fully supported, when in place
• Key participant on all plant Customer Order Fulfillment Teams (COFT) within Canada and participate on North American COFT meetings
• Review monthly CSI information and set key metrics for the department performance
• Approve or reject all SEMS Service issues while communicating critical information to plant personnel, eliminating future errors
• Serve as central communication point for sales, manufacturing and logistics to make certain customer service functions are aligned
OTHER DUTIES AND RESPONSIBILITIES (Duties performed occasionally or in addition to essential duties.)
• Periodic customer visits
• Attend sales and manufacturing meetings
• Attend COFT regional / national meetings
• Support plant production scheduling by effectivly managing customer order intake
• Develop reporting for department managers
• Receipt and processing of customer orders, and related benchmarking information
MINIMUM KNOWLEDGE AND SKILLS REQUIRED (List specific education, experience, training/certifications, proficiencies needed. Must support the essential duties and serve as primary criteria for selecting/rejecting candidates)
Bachelor's degree or equivalent with 5 or more years of experience in customer service and/or call centers. Must have supervisory experience and ability to provide customer focused leadership and innovation at all organizational levels. Strong problem solving skills and ability to highly motivate employees. Strong computer skills are required with emphasis on Microsoft Office and ERP systems.
Core Competencies: Bilingual: English and French. Excellent communication, organizational and problem solving skills; Outstanding phone skills and voice; listens to others; open minded; builds relationships; leads courageously and provides direction
PREFERRED OR DESIRED QUALIFICATIONS (List any further qualifications you would prefer the ideal candidate to have)
Bachelors degree preferred. Extensive knowledge of ERP operating systems and their development within a manufacturing or service enviroment.Experience with supply chain functions, pricing, fundumental financial processes, inventory management and transportation industry.
FISCAL RESPONSIBILITY (Any budgeting responsibilities? Maximum approval authority for purchases, etc.?)
Responsible for establishing department budgets and managing expenses within budget guidelines.
SUPERVISORY RESPONSIBILITY (Indicate the number and type of employees supervised, level of hire/fire authority or recommendations.)
This position will be located in Toronto but will support all customer service locations in Canada and have full supervisory responsibility for those departments.
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