Toro Group of Companies Looking for Customer Service Manager at Vaughan, Ontario, Canada Full Time

Manages the Customer Service team ensuring high standards of performance is achieved. Works closely with all stakeholders internally and externally to understand customer requirements and provides a positive, tailored approach to the delivery of in-house services resulting in the development of effective customer relations and repeat business.

DIRECT AND INDIRECT REPORTS

• Direct management of the customer service team at Commdoor

Management/Supervision/Leadership

MAJOR RESPONSIBILITIES / ACCOUNTABILITIES

• Provides leadership and direction to the daily operations of the Customer Service team to ensure all customer service activities support and strengthen the strategic objectives of the overall organization
• Selects, trains, develops and motivates the Customer Service staff to ensure high standards of performance is achieved
• Defines standard process for order entry and ensures that the process is followed
• Plans, prioritizes, and delegates work tasks to ensure effective service delivery to customers
• Creates & tracks KPIs to measure the team’s performance. Sets SMART objectives and develops improvement /training plans where necessary
• Leads regular team meetings and 1:1s to promote effective communication and review of team/departmental /company activity
• Celebrates team success and gives positive recognition to others
• Provides back up support in the absence of customer service staff

Financial And/or Budget

• Monitors departmental spends and expenses

Health & Safety

• Follows and supports a culture of Safety First and leads by example in promoting health and safety initiatives and challenging unsafe working practices
• Follows all safety protocols and reporting procedures to ensure all accidents and hazards are identified and addressed

Technical / Function-Specific

• Ensures accuracy of all orders released to production. Leads investigations to identify root causes of any order errors and implements corrective actions to prevent repeat issues
• For complex or custom orders provides customer technical information and support to customer service team and the shop/fabrication floor
• Monitors scheduled shipment dates to ensure timely delivery and expedite as needed
• Coordinates with Purchasing regarding custom hardware purchases
• Works with Drafting to provide customer shop drawings for approval
• Manages the flow of orders and ensure these are entered correctly into the Commdoor System (custom doors frames vents, stock lengths, etc.)
• Ensures that fabrication drawings, cutting list (from Drafting) and all necessary paperwork are provided to meet fabrication needs
• Assists the estimator in providing quotations for customers if required

Internal / External Customer Service

• Communicates directly with customers to resolve customer complaints, inquiries, orders, cancelations, adjustments and other areas relating to order management
• Defines expected response times and ensures customers are contacted promptly for all order issues
• Responds to customer timing questions and liaises with internal departments to keep track of order status
• Ensures technical assistance and support is provided for walk-in customers

Other / List Other Unique Major Categories

• Assists with inventory management where necessary
• Provides back-up support to the General Manager or Sales Manager as necessary
• Other duties as assigned

Administration

• Develops and maintains effective office procedures and filing systems in line with business/quality standards
• Produces reports and information to support the business
• Represents the department at various stakeholder meetings

Qualifications

QUALIFICATIONS REQUIRED TO SUCCESSFULLY OPERATE IN THE ROLE Education:

• Good standard of education
• Ideally degree qualified in Business/Marketing/Sales or relevant manufacturing experience

Experience

• Proven Customer Service/Relations Management experience in a manufacturing organization (ideally in the door/window environment)
• Experience managing high performing teams
• Experience developing and implementing SOP’s (Standard Operating Procedures)
• Proven ability to resolve customer issues through root cause analysis

SKILLS / COMPETENCIES REQUIRED TO SUCCESSFULLY EXECUTE THE ABOVE RESPONSIBILITIES

• Ability to understand technical information
• Strong interpersonal and leadership capability: Communication, Resourcing, Performance Management and Engagement
• Solid understanding of customer relations management
• Excellent organization and time management skills
• Problem solving, root cause analysis
• Team player with a “can do” attitude
• Professional demeanor and business etiquette
• Strong computer knowledge in MS Office applications (Word, Excel, etc)

Demonstrate Company Values

• Do what you say – act with integrity so our customers and project teams trust us to deliver results
• Get it done – find solutions to ensure the job gets done right
• Be better every day – take pride and be passionate about improving our business, safety, and quality and strive to be the best
• Think big picture – think long-term, be strategic and have a vision. Your investment in our business, is critical to our success.
• Build strong relationships – value our employees, suppliers, and advisors as an essential part of our business. Develop and maintain strong relationships with our customers, contractors and stakeholders.