Armstrong Fluid Technology Looking for Customer Service Manager at Toronto, Ontario, Canada Full Time

Toronto

July 13, 2023

The Customer Service Manager, Canada, is accountable for providing world class customer service support to our customers and sales representatives across Canada.

The position is located in Toronto, Canada. There is little to no travel requirement.

In addition to annual initiatives, the key accountabilities of this position are:

• Lead Customer Service Team
• Key interface with sales, operations, accounting, other functions, and the customer service teams in other regions
• Hire, train, motivate and retain a high performing Customer Service team
• Develop and manage departmental KPIs for monthly distribution review
• Provide the leadership, coaching and guidance required to manage the team
• Maintain accurate daily and weekly information on order tracker, Customer Service Scorecard and Returned Goods
• Provide Key Account Customer Service Support
• Manage key and large customer issues on a priority basis
• Expedite parts orders and deliveries
• Liaise with Credit Manager to open and maintain new Supplier and Customer accounts
• Design and Implement Process Improvements
• Develop and improve policies and practices to improve productivity and quality of customer service activity
• Develop a strategy to manage and communicate customer delivery dates in a timely fashion that serves our customers
• Develop process for timely response to Warranty issues and maintain a log on all warranty issue resolution
• Initiate returned goods authorization (RGA) following the established procedures

Role Requirements

• University or College degree/diploma or equivalent
• 10+ years of national customer service support
• Previous experience leading a customer service team in an industrial product environment
• Exceptional customer service skills
• Ability to work independently and as part of a team
• ERP system experience
• Strong communication skills and ability to execute good judgement while multitasking in a fast-paced environment
• Excellent interpersonal skills and ability to interact with high credibility at all levels of the organization
• Must demonstrate flexibility, strong commitment to meeting deadlines, and solid decision-making skills
• Self-motivator with ability to work independently
• Ability to break down complex problems in a simplified way, conduct root cause analysis and provide clear, well thought-out recommendations
• Ability to communicate in an open and authentic manner in all situations