Service Office Manager - Kitchener, Canada - Golden Windows

Golden Windows

Verified Company

Kitchener, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position Summary:

We are looking for a
Service Office Manager who takes pride in the results they deliver, cares about making a difference and understands how rewarding working with a great team can be.

The position, under the direction of the VP Operations, is primarily responsible for the supervision of the Field Service & Installation Supervisor, Customer Service Representatives, Service Technicians and Technician Helpers within the Service Department.

The Service Department Manager is responsible for leading a team of 4-5 Customer Service Represenatives, as well as 10+ Technicians & Helpers.

This position is responsible for coaching and training the team to deliver elite customer service, while overseeing daily operations.

Key Responsibilities:

Manage all Customer Service Representatives in the Service Department
Participate in the hiring of new CSR's and manage subsequent training for new hires
Ensure all service requests received are entered, processed, and scheduled within a timely manner
Responsible for ensuring all required materials are ordered correctly and on time from either production departments, or outside vendors
Maintain open and regular communication with the Field Service and Installation Supervisor, and work as a team to resolve any issues as they arise
Act as backup for the Field Service and Installation Supervisor when necessary
Assist in developing Standard Operating Procedures for the Service Office
Monitor daily open order report, backlog report, and other reports as necessary
Complete Daily Operating Report (DOR) to measure success of the department
Assist and coach CSRs through communication with customers on any high priority service requests
Ensure all chargeable service requests are accurately entered and work with A/R to address any outstanding amounts
Work with IT Department to maintain and improve our Service Department software/database as required
Create annual department budget
Assist in creating annual department budget

Qualifications:

Minimum 5 years experience in a supervisory role
Minimum 5 years experience in Customer Service within the manufacturing or construction industry
Experience in window and door industry considered an asset
Experience with MS Office and data entry, must be very comfortable using a computer

Attributes: