Customer Service Manager

Dartmouth, Nova Scotia

Reference #JL-18180

Maritime Paper Products LP is a dynamic and team-oriented company. They believe that hiring the best people results in superior packaging and stronger relationships with their customers. With broad capabilities, including in-house graphic and structural design, plate-making, and manufacturing for retail-ready display, they provide excellence in packaging solutions to their clients. Their facilities are located in Dartmouth, NS, Moncton, NB, Mount Pearl, NL and Summerside, PE. They are honored to be a member of Canada Best Managed Companies.

On behalf of our client, we are currently recruiting for a Customer Service Manager to join their team of dedicated professionals in Dartmouth, Nova Scotia.

The Customer Service Manager (CSM) is a pivotal role responsible for delivering exceptional customer service within Maritime Paper. This position requires a multifaceted skill set, including organizational and managerial acumen, in-depth knowledge of the product line, administration, operations expertise, and human resource management capabilities that align with the company vision and goals. This on-site position is both a leadership and hands-on role.

The primary objective is to ensure the smooth operation of the inside sales group by employing effective management techniques, motivating, training, and developing team members, and fostering a highly successful and efficient sales and service environment. The CSM serves as the product and service advocate, ensuring that all front-line staff possess the necessary product knowledge to fulfill client needs and generate quality referrals. As a role model and leader, the CSM must excel in problem-solving, decision-making, and departmental management to achieve optimal results.

This position requires a high degree of professionalism to all employees and customers and oversees the quality and efficiency of customer service. This is highly process driven and is responsible for writing and implementing standard procedures to improve, innovate and enhance customer experience while collaborating with other departments to resolve complex, escalated customer issues.

Key Responsibilities :

1. CSR Management / Leadership :

• Lead, motivate, and develop a team of 5-7 CSRs, providing guidance and support to enhance their performance in various locations.
• Establish clear performance objectives, conduct regular performance evaluations, and provide constructive feedback to drive continuous improvement.
• Foster a customer-centric culture within the team, emphasizing responsiveness, professionalism, and a commitment to exceeding customer expectations.

2. Expediting Orders :

3. Training and Development :

4. Project Implementation :

Other Responsibilities :

What You Will Bring :