LOOKING FOR A
CUSTOMER SERVICE MANAGER
Are you looking to take on a leadership role where you can drive customer service excellence in a dynamic, collaborative environment? Do you have the skills to create raving fans with clients, inspire your team, optimize processes, and enhance customer satisfaction? If so, this is the opportunity for you!
ABOUT THE OPPORTUNITY
Workland presents this unique career opportunity to join a family-owned business and leading Canadian importer & distributor of retail, food service, and packaging products, located in the Saint-Laurent area of Montreal. Our client is currently seeking a Customer Service Manager to lead their customer service team and optimize order management processes. This position will oversee inbound and outbound sales calls, ensuring top-notch customer service while boosting order value through expert suggestive selling techniques. The main priority is to ensure all orders are processed accurately and in a timely fashion by the customer service team while working collaboratively with all applicable departments.
WHY SHOULD THIS OPPORTUNITY INTEREST YOU?
- Join a company that has successfully passed the test of time and has been around since… 1954!
- A welcoming, family-oriented, and down-to-earth workplace culture
- Competitive compensation and comprehensive benefits
- Emphasis on work-life balance
- Environmentally conscious approach at all levels
- Continuous improvement opportunities, with access to training and skills development
JOB DESCRIPTION
The Customer Service Manager will oversee the customer service team, ensuring all orders are processed efficiently and all customer interactions are handled with care. This role focuses on driving sales through excellent customer service, improving operational processes, and fostering a collaborative team environment. You will work closely with senior management to ensure alignment with company goals and enhance the overall customer experience.
YOUR TASKS AND RESPONSIBILITIES WILL BE :
Customer Service and Sales Enhancement
Process orders daily and ensure the teams orders are processed efficiently & effectivelyAccurately entering customer orders into the companies ERP system, SX Enterprise
Reviewing customer orders and answering inquiries.Processing returns and exchanges.Ensuring timely order processing and maintaining customer satisfaction.Manage the back-order fill report and allocate goods accordinglyProviding exceptional customer service.Work closely with other departments to address customer issues promptly, improving satisfaction and strengthening loyalty.Troubleshooting any issues with orders, and providing customer service as needed.
Encourage a proactive approach within the team, fostering the use of upselling and cross-selling techniques to expand sales and diversify customer orders.Implement procedures for pricing accuracy and data management.Team Leadership and Operational Management
Share the client’s goals, vision, and strategic priorities with the Customer Service team to ensure their efforts align with the company’s objectives.Identify challenges that hinder the team’s performance and collaborate with other departments to improve processes and remove obstacles.Manage the hiring, evaluation, and professional development of team members, ensuring they receive adequate training on products, systems, and sales techniques.Monitor performance metrics and ensure compliance with company policies.Build morale within the department and the company, establish strong relationships across the organization with a focus on company unity and maintain the goodwill of both current and potential customers.THE REQUIREMENTS FOR THIS POSITION ARE :
College or Bachelor's Degree in Administration or any other relevant fieldPossess eight (8) years of relevant experience, with expertise in customer service, sales operations, or related projects.4 years of experience managing or leading a customer service or order fulfillment team in a high-volume environment.Previous experience using an order entry system.Strong understanding of order processing, inventory management, and customer service strategies.Experience in upselling and suggestive selling techniques to increase order value.Ability to analyze performance metrics and implement strategies to improve team efficiency and sales results.Proficiency in ERP system (SX Enterprise considered an asset) and CRM systems, order management platforms, and Microsoft Excel.Excellent organizational and time-management skills, with the ability to juggle multiple priorities.Strong communication skills, both written and verbal, with an ability to effectively engage with both customers and internal teams.Demonstrated ability to train, mentor, and motivate a team to achieve and exceed objectives.A problem-solver who can resolve issues quickly and effectively, while maintaining a positive customer experience.Different combinations of relevant experience and education may be considered.ADDITIONAL ASSETS FOR THIS ROLE :
Previous experience in a leadership role that involved both customer service and sales functions, is ideal.In-depth knowledge of the Canadian retail, food service, and packaging product distribution markets, is an asset.Must be bilingual (English & French)CHARACTERISTICS OF THE IDEAL CANDIDATE :
A strategic thinker who can balance day-to-day operations with long-term goals.Highly customer-focused with a passion for delivering exceptional service.Strong leadership skills with the ability to inspire and develop team members.Results-oriented, with a proven ability to drive sales and operational improvements.A proactive approach to identifying opportunities for process optimization and team growth.Positive and engaging personality that fosters collaboration and teamwork across departments.Flexible and adaptable in managing a variety of tasks and challenges.ABOUT WORKLAND
Workland is proud to have been mandated to assist this company in the recruitment process for this great job opportunity. Our team’s ultimate goal is to accelerate and facilitate the process of connecting talented professionals with the right organizations through an approach that promotes diversity, equity, and inclusion in the workplace.