Customer Service Manager – Montreal, QC 

Job Description

Reporting directly to Director of Sales and Customer Service, the Customer Service Manager will coach and manage a team with the philosophy of continuously providing and exceptional customer service to our clients.

Roles and Responsibilities:

  • Provide leadership and direction to the Customer Service team including hiring, training, mentoring, coaching, scheduling, and performance management
  • Be accountable for the team’s performance in meeting objectives
  • Establish solid working relationships within the team and work collectively with other Department Managers and Directors to set up employee departmental in-services
  • Carry out and lead by example on the front line
  • Think creatively and strategically in reviewing all processes, programs, policies and procedures and make recommendations to enhance the customer service delivery throughout the organization
  • Identify, develop and implement new strategies and tactics to improve customer service delivery
  • Assist both our internal and external customers by providing prompt, sincere, and professional responses to questions and concerns that arise; striving to exceed our customers’ expectations
  • Respond to customer’s complaints in a timely manner
  • Help solve problems that affect the service, efficiency, and productivity of the department and implement any changes required
  • Update and maintain training manuals on policies, procedures and programs
  • Continually identify, evaluate and implement change to all areas of Customer Service

Qualification and Experience:

  • 5 + years’ experience in customer service and 2+ years experience leading a team
  • Superior communication skills, both written and verbal in English and French
  • Strong customer orientation and ability to adapt/respond to various individuals
  • Ability to multi-task, prioritize, and manage time effectively
  • Proven track record of effectively leading and motivating others in a supervisory role
  • Experience in Textiles is an asset
  • Experience in NetSuite is an asset