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Medline Industries – Canada: Customer Service Manager

Medline Industries - Canada

This is a Full-time position in Montreal, QC posted September 24, 2020.

This is a full time, permanent position within the customer service team in Quebec.Job SummaryWe are searching for a dedicated, supportive Customer Service Manager who can lead, coach and inspire our Contact Centre Representatives to deliver outstanding customer service experience.

You are team-oriented with the proven ability to build collaborative working relationships.

You will promote open communication and welcome opportunities for feedback for supporting and developing your Contact Centre team.

You are results-driven and committed to establishing exceptional customer experiences.

You are data-oriented and creative for problem-solving.To succeed as a Customer Service Manager, you should be focused on providing outstanding customer service to our clients by developing effective customer service procedures, coaching our customer service team, and achieve customer satisfaction metrics.Core Job ResponsibilitiesLead a team of employees within the Human Resources policies/programsLead Customer Service Representatives and manage department functions, continuously monitor and assist on a daily basisFacilitate coaching sessions with all direct reports relative to performance objectivesConduct Performance Development Plan coaching sessions with all employees ensuring targets and results are aligned to business and personal objectivesResponsible for the achievement of customer satisfaction, loyalty, operational excellence and achievement of productivity metrics and Service Level Agreements Utilize quality methodology principles to regularly assess/improve operational performance for all facets of the CE operationsInterview, hire, plan and execute on-boarding program of new Customer Service RepresentativesIdentify opportunities to drive more efficient operating model that is scalable in order to effectively manage fluctuating business demandsManage work schedules and vacation time taken in an effort to keep the department staffed and operating at maximum potentialCommunicate accurate pricing for customer ordersLiaise with Account Managers and other departments when requiredApprove new customer accounts in a timely mannerArrange supplier education when requiredEnsure prompt and courteous response to customer inquiries and complaintsQualificationsBachelor’s degree in Business Administration or relevant fieldDemonstrated successful Customer Service Management experience, 8 years+ as well as utilize technology effectively to manage virtual teamsCare about the customer experience: proactive, solution-focused, set clear expectations for the team, meet and exceed expectationsSeek to get better every day mindset, stay informed on the latest industry techniques and new methods to improve team efficiencyDemonstrated leadership and coaching attributes to develop talent, provide on-going constructive feedback to contribute on strengthening our peopleAccountable and results oriented, own, drive and deliver outstanding customer experience and meet CE metrics Accountable for general oversight of forecasting daily and interval level workload, scheduling contact center resourcesHas developed analytical skills, collect and analyze data and reports to make decisions and take smart risks Outstanding interpersonal and communication skills, inspire and motivate staff during the most challenging periods-nurture organizational purpose, together improving lives of all CanadiansExcellent organizational skills and agile leader, able to manage a high volume of work and balance multiple activities while keeping focused on business prioritiesStrong business acumen and relationship building skills, has experience interfacing with client influencers, as well as Internal Senior Management Account Management and or sales and service team management experience an assetRespectful communications, is opened to new ideas and promote cross-functional dialogueBilingualism in French / English is requiredAbility to assess resistance through change and create action plan in order to implement SOP’s and advance the level of serviceLean Six Sigma Certification or strong process and tools knowledge combined with advanced problem solving would be an assetAbility to travel up to 30% of the timeProficient with Microsoft Office tools, SAPVast product knowledge / experience in healthcare industry would be an asset This job description is not intended to be all-inclusive.

Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Medline Canada is proud to be an equal opportunity employer.