Customer Service Manager

American Iron & Metal (AIM) is looking to add a Customer Service Manager to join our growing logistics team. As an AIM CSM you will lead the customer service team to deliver exceptional customer experiences. This role is responsible for overseeing daily operations improving service processes resolving escalated issues and ensuring customer satisfaction aligns with company standards and goals. The scope of work consists of 1500 customers 24 operations and over 100 drivers.

What youre responsible for:

• Lead coach and develop customer service representatives
• Monitor team performance and provide regular feedback and training
• Handle escalated customer complaints and complex service issues
• Develop and implement customer service policies and procedures
• Track and analyze customer service metrics (CSAT response time resolution rate etc.)
• Collaborate with other departments to improve customer experience
• Ensure consistent high-quality service across all customer touchpoints
• Prepare reports on team performance and customer trends
• Manage scheduling staffing levels and workflow optimization

Qualifications :

To join our team:

• You have a bachelors degree in Business Communications or a related field (or equivalent experience)
• You have proven experience in customer service with leadership or supervisory experience preferred
• You have strong communication problem-solving and conflict-resolution skills
• You have the ability to lead and motivate a team in a fast-paced environment
• You are proficient with CRM systems and customer service software
• You have strong organizational and time-management skills
• You have leadership and people management skills with emotional intelligence and patience.
• You have a customer-focused mindset.
• You have the ability to make data-driven decisions and improve processes.
• You have excellent verbal and written communication skills.

Informations complémentaires :

What we offer!

• A competitive wage vacation benefits and a RRSP matching program
• Annual AIM tuition scholarship program up to $8500 per eligible dependents
• The tools and support needed to be successful in your career and professional development
• A dynamic & rewarding work environmentthat is also a lot of fun!
  

This role offers a competitive compensation package with an annual salary range of $90K-$120K.

Remote Work :

No

Employment Type :

Full-time

Key Skills
Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking
Experience: years
Vacancy: 1