Senior Customer Service Manager

Job Description

Senior Manager, Customer Service

Richmond Hill, Ontario

Introduction

We are hiring a Senior Manager of Customer Service for one of our medical device clients based in Richmond Hill, Ontario. The Senior Manager of Customer Service will oversee both departments, Customer Service and the Project Services team, directly managing a team of 6 project services reps as well as the supervisor of the customer services department. They will provide hands-on managerial support to both departments maintaining a high level of product and pricing knowledge while ensuring all sales, distributor, and customer requests are handled in a courteous, professional and timely manner.

Responsibilities

• Oversee daily activity of PM and CSR teams ensuring both departments are performing as expected while addressing any deficiencies that may be required.
• Working closely with the supervisor of the customer services team to address any issues within the department.
• Directly manage the project management team ensuring all the duties and responsibilities of the team are being met.
• Monitor daily/weekly/monthly reports and provide appropriate updates/follow-up/feedback to both teams as well as ownership.
• The ability to step in and handle various responsibilities of your team when required - you will be trained in both roles to be able to step in and also determine the efficiency and efficacy of your team members.
• Schedule/approve time-off for the PM team and CSR supervisor.
• Monitor and evaluate the current processes and productivity of both teams.
• Develop a strong knowledge/understanding of current products and processes. Provide guidance and support to team members to work through challenging situations.
• Recruitment, Training & Development for both teams, supporting and evaluating the CSR supervisor for the CSR team.
• Conduct annual performance reviews for the PM team and CSR supervisor.
• Communicate with ownership on an on-going basis including scheduled weekly check-in meetings to review updates with the team/issues/processes/etc.

Requirements

• Minimum 5+ years of management experience leading a team of 5 or more employees
• Secondary education (specifically in business/administration) is an asset
• Familiarity/experience with SAP is an asset
• Excellent written and verbal communication, interpersonal skills and the ability to effectively interact with a variety of individuals and departments throughout the company
• Computer Proficiency with MS Office Applications
• Ability to read AUTOCAD drawings is an asset
• Strong attention to detail, organization and time management skills
• Natural leader who fosters engagement and a positive team environment with strong people management skills
• Strong ability to manage relationships with customers, distributors and other departments
• Must have the ability to handle difficult/crucial conversations with employees and peers
• Strong analytical skills, and proficient in the use of statistical tools in problem solving
• Self-motivated and excited by the prospect of working in a dynamic, entrepreneurial environment
• Must have leadership skills with the drive to teach, develop and mentor other members of the team
• A strong understanding of sales principles and customer service practices
• Previous experience in providing support to a sales team

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About Us

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