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    Customer Service Manager - Markham, ON, Canada - Diros Technology Inc.

    Diros Technology Inc.
    Diros Technology Inc. Markham, ON, Canada

    3 weeks ago

    Default job background
    Description
    Customer Operations Manager
    Diros Technology Inc.

    is a medical technology company focused on delivering clinically superior medical device solutions to help patients get back to the things that matter.

    As leaders in the industry, Diros Technology Inc. manufactures, services, and sells electronic medical devices, accessories and consumables used to treat chronic pain to the global market.
    At Diros Technology Inc. we value the diversity that exists within our workforce and the communities in which we do business.
    Check out our company at

    BENEFITS OF WORKING AT DIROS
    Flexible schedule
    A safe and fun working environment
    Competitive salary
    Paid time off
    Medical and Dental benefits
    Opportunity to grow with a prestigious, fast-growing company.

    POSITION OVERVIEW

    We are currently looking for a Customer Operations Manager to join our dynamic team on-site at our Markham location.

    The Customer Operations Manager is responsible for ensuring that quality customer service is consistently delivered to our clients.

    This role is responsible for processing all sales orders and addressing all customer concerns through innovative solutions and problem solving.

    The Customer Operations Manager, reviews and makes changes to processes and procedure to increase efficiencies and improve the customer experience.

    In addition, this role is responsible for establishing the goals and objectives for the department, and works collaboratively with other department heads, to ensure the department goals and objectives are met.


    WHAT YOU WILL DO
    Analytics

    Review current sales and customer service process, with the purpose of determining and implementing changes for increased efficiencies and productivity.

    Oversee customer account metrics and analytics assisting with and/or creating reports when required.
    Develop and maintain KPI on Customer Relation and Sales to increase customer satisfaction ratings and maintain productivity among members of the support team (QA, Production etc.)
    Department Management
    Oversee the CRM/Sales department, providing training, guidance, and support to CRM/sales employees in delivering quality customer service.
    Manage time off requests and department scheduling requirements for direct reports.
    Establish goals for the department and direct reports ensuring alignment with corporate objectives.
    Conduct annual performance reviews of direct reports
    Provide regular trainings for direct reports utilizing customer metrics and analytics to improve customer experience.
    Customer Relations
    Interact with customers in person and/or electronically to address any concerns and/or complaints utilizing innovative solutions to resolve the situation (e.g., alternative devices and/or products suggestions)
    Notify customers of any updates related to their orders including but not limited to confirmation of their order, delivery dates, and/or any changes to their order)
    Process all customer orders, prepare formal invoices, track order statuses and file documents.
    Manage customer account setup and maintain current customer accounts, updating information as required.
    Operations Management
    Work collaboratively with all departments to ensure that customer orders are being distributed and delivered within expected timelines.
    Follow up on status of returned product with Production and/or Research and Development teams.
    Assist Finance on Account Receivable challenges related to customer late and/or non-payment.

    REQUIREMENTS
    ~ Post secondary education in Business or a related field is required.
    ~4+ years' experience in Customer Relations & Sales in a manufacturing environment
    ~3+ years' experience in a leadership role within a manufacturing environment is a must.
    ~3+ years' experience building customer relationships.
    ~ Previous experience building KPI's metrics and process improvement plans is a must.
    ~ Excellent analytical skills and problem-solving skills is required.
    ~ Previous experience with data entry, preparing quotes/invoices and customer orders.
    ~ Previous experience and fluency using such as MS Suite applications (e.g., Excel), QuickBooks, SharePoint, Visio, or equivalent is a must
    ~ Ability to communicate fluently both in verbal and written formats to all levels in the organization.

    Interested applicants are asked to apply on Indeed. We thank all applicants; however, only those selected for an interview will be contacted.
    Diros Technology Inc. is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At Diros Technology Inc. we respect, encourage, and celebrate our diversity. If you require assistance at any time during the interview process, please reach out to

    Job Types:
    Full-time, Permanent


    Benefits:
    Dental care
    Employee assistance program
    Extended health care
    Life insurance
    On-site parking
    Vision care


    Flexible Language Requirement:
    ~ French not required


    Schedule:
    ~ Monday to Friday


    Ability to commute/relocate:
    ~ Markham, ON L3R 2Z3:
    reliably commute or plan to relocate before starting work (required)


    Education:
    ~ AEC / DEP or Skilled Trade Certificate (required)


    Experience:
    Data analytics: 2 years (required)
    Business process improvement: 2 years (required)

    Management: 2 years (required)

    Medical sales: 1 year (required)

    Work Location:
    In person
    #J-18808-Ljbffr
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