Job Summary

The Customer Service Manager leads our call center and order management team for our division in North America (US and Canada). The role responds within the Client Services organization and develops and implements systems and procedures to ensure effective cus­tomer service administration and field support. Acts as liaison with field sales, customers and internal departments. Supervises the performance of the call center operators (front office) and the order management team (back office).

Key Accountabilities

• Manage daily workflow within the customer service department, including the call center and order management team
• Respond to complex customer inquiries and serves as escalation reference
• Create and track customer service goals generating detailed reports on customer in­teractions and order management metrics, analyzing statistics and compiling accu­rate reports for upper management
• Develop and implement service procedures, policies, and standards for both call cen­ter and order management operations
• Monitor workloads and reassign work responsibilities during high peak hours, or dur­ing staff shortages to maintain acceptable response times to customers
• Supervise, mentor, and develop customer service representatives, and team leaders, providing additional upskilling or learning opportunities
• Recruit, hire, and onboard new customer service employees
• Perform other duties as assigned

Networking/Key relationships

• Other Client Services Teams
• Finance
• North America Commercial Operations
• Legal/Compliance
• Operations & Manufacturing
• Marketing
• HR

Minimum Knowledge & Experience required for the position:

• Education: Bachelor's degree required in in Business Administration, Finance, or re­lated field, or equivalent experience
• Experience:
  • Minimum 6 years related experience in Customer Service environment / Fi­nance/ Operations preferred
  • Prior experience as a Customer Service Manager or Supervisor
• Additional skills/knowledge:
  • Proficiency knowledge of Microsoft office System, including Word, Powerpoint,Excel
  • Knowledge of SAP ERP preferred
  • Experience with CRM software and data analysis tools
  • Excellent verbal and written communication skills
  • Fluency in English. French is a plus

Skills & Capabilities:

• Demonstrated leadership and team management abilities
• Problem-solving skills with a focus on customer satisfaction
• Ability to work collaboratively across departments
• Proven ability to adapt and manage effectively in a fast-paced, challenging environ­ment and manage multiple, and oftentimes competing, priorities
• Confident decision making and conflict resolution
• Flexibility and resiliance

Travel requirements:
Occassional travel may be required.