|Title:||Manager of Customer Service|
|Job Location:||Mississauga (West Rathwood / East Hurontario / SE Gateway), Ontario - Canada|
|Salary:||contact recruiter for details|
|Employer Will Recruit From:||Regional|
Plans, organizes, directs, manages, evaluates and is responsible for all Customer Services activities to enhance Customer relationships while meeting organizational and operational objectives
Principal Duties and Responsibilities :
Provides leadership and direction to the daily operations of the Customer Service team to ensure all customer service activities support and strengthen the strategic objectives of the overall organization
In conjunction with Director of Sales, determines strategic direction of Customer Service in line with the Canadian Sales and Marketing organization
Develops and implements Customer Service Policies and Procedures and KPI’s; Identifies and implements strategies to improve quality of service and productivity
Assist with on-boarding of new corporate account listings, set up of sales promotions to ensure inventory is available with wholesalers/direct customers. Develops key performance indicators and communicates Customer Service standards to ensure the achievement and maintenance of agreed standards;
Develops and maintains a constructive and cooperative working relationship with internal and external stakeholders.
Manages department operating budget expenses
Evaluates staff and provides ongoing performance management;
Provides the Customer Service personnel with training & coaching as identified
Champion the flow of demand, supply and inventory information between key internal stakeholders – Materials Management, Quality Assurance, Sales/Marketing, to establish precise inventory availability dates which are communicated via the Customer Service backorder report.
Prepare for New Product Launches by setting up wholesaler codes and other wholesaler launch requirements; maintains a master grid of all wholesaler codes.
Track and recommend inventory movement between depots for major wholesalers.
Maintain adequate inventory levels by tracking inventory and movement of goods.
Knowledge, Skills and Abilities