Customer Service Manager (Remote Opportunity)
About The Position
S&S Activewear is a leading North American, tech-enabled specialty distributor of imprintable apparel. We are seeking energetic, reliable, and fun professionals to join our team as a Customer Service Manager Canada. The successful Customer Service Manager Canada will be responsible for working closely with contact center employees daily to assist with customer satisfaction and complex problems based on customer needs. Provide customer service on behalf of the contact center to keep the department running in an efficient and lucrative manner, to increase customer satisfaction, loyalty, and retention and to meet department level expectations. Support activities for the contact center as needed and requested.
Requirements
- 1-5 years proven working experience as contact center manager or supervisor
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Ability to prioritize and manage multiple responsibilities
- Exceptional attendance and punctuality
- Ability to work in a team environment
- Experience with Microsoft Office
- Bilingual English/French required
Nice To Haves
- Experience supporting Canadian customers, operations, or service escalations preferred
- Canadian French proficiency preferred
Responsibilities
- Be a prominent positive representative on the organization’s leadership team
- Help devise and determine how we can create processes to build a world class support team
- Field requests and support communications from our internal and external customers
- Support customer service needs, escalations, and operational communications for Canadian customers and business partners
- Respond to, troubleshoot, and resolve daily fulfillment and delivery issues, piecing together the end-to-end story to identify root causes and see cases through to resolution
- Partner with U.S. and Canadian teams to resolve cross-border fulfillment, delivery, and customer experience issues
- Support supervisors as they respond to, troubleshoot, and resolve daily fulfillment and delivery issues, piecing together the end-to-end story to identify root causes and see cases through to resolution
- Hold leadership staff accountable for expectations to identify trends and expose prime opportunities to improve our operations and increase customer satisfaction
- Track learning and best practices to contribute to improving and developing Standard Operating Procedures (SOP’s)
- Help to organize and execute Work Force Management needs as necessary
- Support activities for the department as needed and requested
- Promote good relations between external and internal customers
- All other duties assigned by management
- Meet defined department goals and activity metrics
- Analyze statistics and compile accurate reports
- Maintain an orderly workflow according to priorities
- Monitor and support Canada-specific service levels, response times, and customer satisfaction metrics
- Set a clear mission and deploy strategies focused towards that mission
- Take ownership of customers issues and follow problems through to resolution
- Support bilingual English/French customer interactions and escalations as needed
- Participate in team planning meetings
Benefits
- Salaried: $80,000 - $90,000 (based on experience)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
