Customer Service Manager - Cambridge, Canada - UAP Inc.

UAP Inc.

Verified Company

Cambridge, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company Description

Be part of a community of authentic, proud and trusted people
Our Auto Parts Division is the largest Canadian distribution network of automobile replacement parts. Our banners in this division include the renowned NAPA Auto Parts, Altrom/Auto-Camping, and NAPA/CMAX.

we believe we don't just deliver car and heavy vehicle parts all around the country; we also help keep Canadians moving
forward.

This makes for a special kind of workplace.

We have the experience and strength of our 100-year legacy and the desire to always do better for our team members and clients.

Our 5000 colleagues proudly serve thousands of customers every day across Canada.

If the hat fits, we'd be proud to have you wear it Send us your resume and join a people-centric company with a reputation of excellence.

Job Description:

The Customer Service Manager is responsible for overseeing operations. He/she ensures that protocols and standards are improved.

He/she works as a team to ensure excellence in customer service and the adoption of a positive culture, with an attitude of openness and transparency, in partnership with internal and external customers.

Responsibilities

CUSTOMER SERVICE

Maintain a pleasant and professional working environment with customers when requesting advice, prices, dates and status of deliveries.
Provide first level technical support to agents (ERP website, procedures, technical calls on tires and accessories).
Collaborate with management in the resolution of complaints, projects and complex files.
Take calls during high season when there is overflow in the queues.
Supervise the requests and calls inbox.

HUMAN RESOURCES MANAGEMENT

Collaborate in the planning, hiring, integration and ongoing training of the team in partnership with Human Resources.
Ensure the quality of the staff in place to manage all tasks without delay throughout the year and to maintain budget, work and performance objectives.
Authorize employee timesheets, manage absence requests and collaborate in disciplinary cases.

Qualifications:

A minimum of
5 years experience in customer service or call center
Experience in team supervision
Passionate about customer service
Be very comfortable with information technology (Office suite, ERP, SQL, Web)
Possess good stress management and excellent time management skills
Excellent communication skills
Be recognized as a positive and participative leader
Strong analytical skills
Knowledge of the tire industry and/or the automotive industry (asset)
Knowledge of Excel at the intermediate level

Additional Information

UAP is a diverse community that promotes inclusion and respect. The sum of our individual differences, experiences, knowledge, self-expression, unique capabilities, and talents, represents the richness of our culture. During the selection process, let us know if you need any accommodations. This information will be kept entirely confidential and will only be used to ensure you have a fair and pleasant experience with us

We will contact you as soon as possible if we think we have the hat for you