LGC Looking for Customer Service Manager at Toronto, Ontario, Canada Full Time

LGC Standards is a division of LGC Group, the UK’s designated National Measurement Institute for chemical and bioanalytical measurements. We are a leading global manufacturer and service provider of quality assurance and research tools, supporting analytical needs in more than 120 countries worldwide. We use our expertise to produce to the highest standards, including ranges produced under ISO/IEC 17025 and accredited to ISO 17034. Our wide range of reference materials and proficiency testing schemes is complemented by our experience in outsourcing and customs, enabling us to adapt quickly to provide tailored solutions that meet our customers’ analytical needs. We innovate and apply science in order to ensure the safety and integrity of products and services, in line with our vision of science for a safer world.

Job Description

• Job Purpose

To provide direction, leadership and management of the Customer Service Department to ensure all orders are processed in a timely and effective manner. Establish and ensure achievement of daily, monthly and annual targets by developing and administering policies, processes and procedures, managing resources and driving continuous improvement to meet the business needs

• Key Responsibilities

The Customer Service Manager is responsible for providing a productive and motivating working environment and addressing any issues/ disputes from customers.

Support Customer Relationships

• Facilitate Customer Service systems to meet customer needs and expectations
• Ensure all Customer Service staff treat all customers in a professional and effective manner
• Ensure all purchase orders are entered correctly and are up to date

Manage Customer Service Team

• Create policies and procedures that optimize customer experience.
• Establish policies and work with all stakeholders to ensure that the same level of quality service is given to all customers.
• Ensure the team is adequately staffed at all times to meet customer demands
• Ensure cross-training and back-up support is in place to meet business requirements
• Optimizing productivity and asset utilization
• Manage Direct Reports (Supervisors)
• Create, update and maintain appropriate documented processes and procedures, ensure all Team Members are adequately trained and conduct routine audits to verify compliance
• Lead, coach and mentor staff to develop their skills and abilities

Ensure Achievement of Performance Targets and Report Performance

• Establish Department daily, monthly and annual quality, delivery and cost performance goals aligned to Supply Chain objectives
• Establish Key Performance Indicators, monitor and report performance on Dashboards and A-3’s identifying specific issues and gap closure plans
• Attend Tier 2 meetings with Supervisors to monitor daily performance providing feedback and direction.

Establish and Execute Business and Customer Improvement (CI) plans

• Establish annual Department Business Plan with Objectives, Key Initiatives and KPI’s
• Identify improvement opportunities and establish the CI program for the Department
• Foster a CI culture through the use and deployment of Lean tools and methodologies and develop Change Leadership skills in the Department
• Sponsor, lead or facilitate specific CI projects and establishment of Standardized Work
• Sponsor, lead or facilitate Kaizens

Perform Other Duties

• Coordinate with Sales and Marketing to ensure all accounts are managed efficiently and effectively.
• Perform other duties and as assigned, commensurate with job knowledge and experience

Qualifications

• Bachelor’s Degree in Business Administration, Management, Marketing or related field.
• Project Management or Six Sigma certification (Preferred).

Additional Information

ABOUT LGC:

LGC is a leading, global life science tools company, providing mission-critical components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio is comprised of mission-critical tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers’ products and workflows and are valued for their performance, quality, and range.

OUR VALUES

• PASSION
• CURIOSITY
• INTEGRITY
• BRILLIANCE
• RESPECT

EQUAL OPPORTUNITIES

LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or maternity, religion, or belief. Short listing, interviewing and selection will always be carried out without regard to gender, sexual orientation, marital status, color, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership.

For more information about LGC, please visit our website www.lgcgroup.com

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