Assistant Customer Service Manager

IT'S ALL ABOUT YOU

We start with ourselves and model the behaviors we want to see. Our employees are at the heart of our success and the drivers of our company.

Our innovation, excellence, collaboration, and growth are possible due to the energy and passion that our team brings every day.

We are purposeful and intentional in our actions. We challenge assumptions by asking questions and listening with an open mind.

We pursue excellence and embrace mistakes and set- backs as a source for learning. We choose a positive mindset and find the good, even in challenging situations.

Our employees keep us moving forward and our values are at the core of everything we do!

• INNOVATIVE. Think ahead to stay ahead.
• DRIVER. Stay hungry and act with urgency.
• OWNERSHIP. No excuses. 100% accountability.
• CARING. For employees, partners and community.
• INDIVIDUAL. We work with great people and expect a lot from them

We are one of Western Canada’s largest window and door manufacturers servicing consumers, contractors and retailers. With over 35 years of experience in the industry, Durabuilt has earned a reputation for quality products and exceptional customer service.

Established in 1988 and headquartered in Edmonton, Alberta, its not just Durabuilt’s innovative manufacturing and design that places us on the list of Canada’s Best Managed Companies - it’s also our people.

THE POSITION

We are looking to hire a customer-centric Assistant Manager for our Customer Service Department located in the Foothills area in Calgary.

This is a full-time position (37 to 44 hours a week), typically Monday to Friday, but may be required to work occasionally on Saturdays as needed.

This role reports to and supports the Customer Service Manager, and will manage and coordinate work plan for the department, and will coordinate with other departments to ensure work completion and customer satisfaction.

SKILLS REQUIRED

• Time management & prioritization
• Strong computer skills
• Analytical and Critical thinking
• Problem Solving
• Coaching, Mentoring, and Training.

YOUR EXPERIENCE

• 5+ years experience in sales or customer service, preferably gained in a manufacturing or construction industry.
• 3+ years in a Supervisory role.
• 3+ years in a construction industry or windows manufacturing.
• Experience working with diverse cultures and a varied workforce.
• Intermediate proficiency in computer skills in Outlook, MS Office (Word, Excel), CRM.

COMPETENCIES - YOU ARE GOOD AT

• Ability to present and gather information & respond to questions from customers, managers, and co-workers.
• Ability to multi-task, manage multiple tasks, meet multiple deadlines and exceptional follow up skills.
• Keen eye or excellent attention to detail.
• Excellent analytical and critical thinking skills.
• Well-developed written and verbal communication skills.
• Solution focused and comfortable working in an environment which demands robust deliverables.
• Identify problems and execute creative solutions.
• Comfortable with high volume workload with the ability to roll up your sleeves and jump in.
• High comfort level working in a fast-paced team environment that is constantly changing.

EDUCATION / CERTIFICATIONS

• Diploma in Business Administration, Operations or Construction Management.
• Equivalencies in Education and work experience will be considered

A TYPICAL DAY LOOKS LIKE (Job Description)

60% - Service Operations

• Manage and coordinate the work plan for the department. Meet with staff to identify and resolve problems; assign work, check reports, and monitor & evaluate workflow.
• Handle client complaints and resolve issues that office staff and technicians are not able to handle on their own.
• Work with other departments to get the work completed.
• Be a role model for all team members by exhibiting a high level of service & attention to detail.
• Delegate tasks to team, and keep day-to-day activities organized.
• Work to maintain competitive profitability, ensure quality standards and exceed expectations.
• Ensure company profitability through P&L vigilance. Monitor performance and adjust based on progress against goals.
• Monitor GPS systems for service vehicles.
• Ensure service schedule is maintained for all vehicles.
• Ensure jobs are booked ahead of time for the technicians and are booked effectively.
• Ensure parts are staged for next day jobs, and parts are received in service warehouse as per ETA in the system.
• Monitor completion of the jobs daily.

40% - Leadership

• Perform annual reviews and develop growth plans for all direct reports to ensure a high- performance culture.
• Oversee and participate in the staff planning, recruitment, selection, onboarding, and training.
• Empower employees to identify innovative approaches to enhance department performance.
• Develop and standardize procedures and methods to improve the efficiency and of operations services and projects.
• Assess and monitor workload, administrative and support systems. Identify opportunities for improvement.
• Manage organizational / operational changes and their impacts within the team.
• Ensure all direct reports know what is expected of them, and work with each one to ensure expectations are met.
• Actively coach your employees to assist in their growth to maximize their opportunities for advancement.
• Lead and foster a health and safety culture in all activities and mentor staff on these areas.
• Handle schedule changes, employee call-ins, and other staffing issues.
• Plan and execute internal processes according to company’s and department guidelines.

PHYSICAL REQUIREMENTS

Standing

Sitting

Operate primarily in an office environment.

Use standard office equipment such as laptop computers and smartphones.

Flexible schedule, occasional weekend work.

Work Location : In person

Job Type : Full-time, Permanent

SEND US YOUR RESUME!

Durabuilt Windows & Doors is an equal opportunity employer. We embrace diversity, inclusion and offer equal opportunities to all qualified applicants regardless of their Origin, Culture, Ethnicity, Age, Ability, Gender identity, Sexual orientation, or Faith.

We thank all applicants for their interest. If you are interested and qualified for this role, we encourage you to apply immediately .

Due to unexpected volume of applications received, only those who are short-listed will be contacted.