Customer Service Manager - Mississauga, Canada - Fuzion Flooring

Fuzion Flooring

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Fuzion Flooring - Customer Service Manager (FULL TIME)

Reporting to - Vice President, Operations

Fuzion Flooring is a North American distributor of luxury flooring with its head office in Mississauga Ontario. At Fuzion, we believe our values drive purpose. Our values are, in essence, the organization's identity—an expression of our principles, beliefs, and philosophy. These values will be used to support our mission, shape our culture, guide decisions, and dictate priorities. We hold them true and rely on them to guide us as individuals, and as a collective. These express the glue that holds us together through time.

They are:
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Passionate_ _

Providing the best floor covering solutions._

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Innovative_ _

Engineering, product development, global supply, and daily operations to deliver the best product value._

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Honest_ _

Upholding the highest standards in all our actions._

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Accountable_ _

Delivering on our commitments_

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Respectful_ _

Encouraging development and rewarding performance_

We are seeking a hands-on leader to join our Operations team in the position of Customer Service Manager The goal of this position is to provide outstanding customer service to our dealers by developing effective customer service procedures, implementing departmental efficiency initiatives, improved communication methods, and setting customer satisfaction goals.

Duties Include:

Supervise daytoday operations in the customer service department.
Respond to customer service issues in a timely manner.
Using CRM tool, keep record of customer interactions, transactions, inquiries, comments, and complaints.
Create effective customer service procedures, policies, and standards.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Follow up with customers proactively based on activity reports and customer interactions.
Maintain accurate records and document all customer service activities and discussions.
Assess service statistics and prepare detailed reports on your findings.
Review orders and find opportunities for potential upsales (ex. Accessories)
Recruit, develop, and retain new customer service staff.
Work proactively with other departments to inform, acknowledge, and resolve any issues that involve the customer service team (Sales, Logistics, Shipping, and Credit).
Distribute customer activity reports to sales and management.
Stay informed on the latest industry techniques and methods.

Knowledge & Skills Required

Post Secondary Education in Business Administration or relevant field.
A minimum of 5 years' proven experience in a customer service position.
Outstanding written and verbal communication skills.
Good understanding of management practices and techniques.
Excellent leadership and interpersonal skills.
Able to react to challenging or time sensitive situations with empathy, logic, and pragmatism.
Proficiency in Microsoft Office and customer service software.

Job Types:
Full-time, Permanent

Benefits: