Customer Service Manager

$100,000 – $115,000

Brantford, ON

About Us 

STRIVE is a specialist recruitment firm offering proactive recruitment solutions in the areas of Accounting and finance, Corporate Administration, and Manufacturing Operations. STRIVE supports various clients, from small to medium-sized enterprises to Fortune 500 organizations, for their permanent, contract, and temporary recruitment needs. 

Our recruitment team is currently working with a dynamic Manufacturing company in Brantford facing incredible growth. They are seeking a dynamic Customer Service Manager to join their team in a fast-paced manufacturing environment. This is a full-time permanent position in the office from 8 a.m. to 4:30 p.m. Monday through Friday.

The Role  

In this pivotal role, you will be responsible for enhancing customer satisfaction and loyalty by developing and implementing strategies that ensure a seamless and positive experience throughout the entire customer journey. You will collaborate closely with cross-functional teams, leveraging insights to identify areas for improvement and drive innovative solutions. If you are passionate about delivering exceptional service and have a keen understanding of manufacturing processes, we invite you to be a part of our mission to exceed customer expectations and foster long-term relationships.

Responsibilities

•   Lead and manage a team of 6 customer service representatives to resolve customer complaints and inquiries via phone, email, or in-person

•   Develop and implement customer service strategies to improve customer satisfaction and loyalty

•   Collaborate with manufacturing teams to communicate on production issues, quality concerns, or delivery delays to ensure feedback to the customer is accurate

•   Analyze customer feedback and implement process improvements to enhance customer experience

•   Manage customer relationships, communicate with customers, and ensure timely resolution of issues

•   Meet customer service performance targets

•   Manage and report customer service metrics, reporting, and analytics

•   Ensure compliance with company policies, procedures, and industry regulations

•   Collaborate with the sales and design teams in terms of reducing the number of SKUs and designing for manufacturability

•   Identify continuous improvement opportunities

•   Responsible for employee development, performance feedback, and training

•   Monitor Order Status from order entry through shipping

•   Understand Forecasting, Capacity planning, and master production scheduling

•   Liaison with Sales and design to ensure order accuracy

•   Identify opportunities to improve processes to reduce costs

Requirements   

•   Experience in Customer Service or Business Administration in a Manufacturing environment is a must-have

•   Experience with previous ERP and MRP is a must-have (JD Edwards and asset)

•   3+ years of experience in customer service management, preferably in a manufacturing environment

•   Strong leadership, communication, and problem-solving skills

•   Ability to work in a fast-paced environment and prioritize multiple tasks

•   Excellent customer service and relationship-building skills

•   Knowledge of manufacturing processes, quality control, and logistics

•   Proficiency in CRM software and Microsoft Office

Advantages

• $100,000 to $115,000 annual salary based on experience
• Full-time permanent opportunity in Brantford to work with a growing organization
• Benefits options after probation
• Pension plan options
• Fantastic team of people that you get to work with

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