Senior Customer Service Manager
Canada, Ontario, Richmond Hill
Fulltime: 40 hrs a week
Experience: 2-4 Years
Medical devices
Senior Manager, Customer Service
Richmond Hill, Ontario
Job Descriptions
Responsibilities
- Oversee daily activity of PM and CSR teams ensuring both departments are performing as expected while addressing any deficiencies that may be required.
- Working closely with the supervisor of the customer services team to address any issues within the department.
- Directly manage the project management team ensuring all the duties and responsibilities of the team are being met.
- Monitor daily/weekly/monthly reports and provide appropriate updates/follow-up/feedback to both teams as well as ownership.
- The ability to step in and handle various responsibilities of your team when required - you will be trained in both roles to be able to step in and also determine the efficiency and efficacy of your team members.
- Schedule/approve time-off for the PM team and CSR supervisor.
- Monitor and evaluate the current processes and productivity of both teams.
- Develop a strong knowledge/understanding of current products and processes. Provide guidance and support to team members to work through challenging situations.
- Recruitment, Training & Development for both teams, supporting and evaluating the CSR supervisor for the CSR team.
- Conduct annual performance reviews for the PM team and CSR supervisor.
- Communicate with ownership on an on-going basis including scheduled weekly check-in meetings to review updates with the team/issues/processes/etc.
Job Requirements
Requirements
- Minimum 5+ years of management experience leading a team of 5 or more employees
- Secondary education (specifically in business/administration) is an asset
- Familiarity/experience with SAP is an asset
- Excellent written and verbal communication, interpersonal skills and the ability to effectively interact with a variety of individuals and departments throughout the company
- Computer Proficiency with MS Office Applications
- Ability to read AUTOCAD drawings is an asset
- Strong attention to detail, organization and time management skills
- Natural leader who fosters engagement and a positive team environment with strong people management skills
- Strong ability to manage relationships with customers, distributors and other departments
- Must have the ability to handle difficult/crucial conversations with employees and peers
- Strong analytical skills, and proficient in the use of statistical tools in problem solving
- Self-motivated and excited by the prospect of working in a dynamic, entrepreneurial environment
- Must have leadership skills with the drive to teach, develop and mentor other members of the team
- A strong understanding of sales principles and customer service practices
- Previous experience in providing support to a sales team