Customer Service Manager - Cambridge, Canada - Cambridge Brass Inc.

Cambridge Brass Inc.

Verified Company

Cambridge, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

_Position:
_

_ Customer Service Manager_

Reports to:_

Director of Sales & Marketing

Direct Reports:_

Yes

Status:

Exempt (Salary)

Version Date:_

Jan 2024

Role Overview and Objectives:

Our customer service manager oversees the customer support team, ensuring efficient operations, resolving escalated issues, and maintaining high customer satisfaction.

Responsibilities include managing staff, implementing service strategies, analyzing data for improvement, and fostering a positive customer experience. Effective communication, problem-solving, and leadership skills are essential for success in this role.

Duties and Responsibilities Include:

-
Team Leadership: Lead, motivate, and coach the customer service team, fostering a positive and collaborative work environment.
-
Sales Collaboration: Support, guide and advise on policies where necessary to our territory sales managers and partnership agencies.
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Performance Monitoring: Monitor and evaluate team performance through key performance indicators (KPIs) and customer feedback, implementing improvements as needed.
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Training and Development: Conduct training sessions to enhance the skills of customer service representatives and keep them updated on products, policies, and procedures.
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Quality Assurance: Implement and maintain quality assurance processes to ensure consistent and high-quality customer interactions.
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Escalation Resolution: Handle escalated customer issues and find effective resolutions, maintaining composure and professionalism in challenging situations.
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Process Improvement: Identify opportunities for process improvement to enhance efficiency and customer satisfaction, collaborating with other departments as necessary.
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Reporting and Analysis: Generate and analyze reports on customer service metrics, presenting findings to management and making recommendations for improvement.
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Customer Feedback Management: Collect, analyze, and act upon customer feedback to enhance overall service quality.
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Cross-Departmental Collaboration: Collaborate with other departments, such as sales and product development, to communicate customer feedback and improve overall customer experience.
-
Budget Management: Manage the customer service budget effectively, ensuring resources are allocated efficiently to meet operational needs.
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Technology Utilization: Stay updated on customer service technologies and implement tools that enhance efficiency and improve customer interactions.
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Compliance: Ensure compliance with relevant regulations and company policies in all customer service activities.

Base salary between $78,000 and $85,000 plus incentive

Experience:
Required

years:
Leading customer facing inside sales / customer service reps

Preferred

years:
Sales development through telemarketing and direct messaging with off shore (Caribbean) customers

Skills:
Preferred

Creative problem solver
Detail Oriented
Communication Skills

Behaviors:
Preferred

Enthusiastic: Shows intense and eager enjoyment and interest
Team Player: Works well as a member of a group
Innovative: Consistently introduces new ideas and demonstrates original thinking

Motivations:
Preferred

Self-Starter: Inspired to perform without outside help
Goal Completion: Inspired to perform well by the completion of tasks
Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business