Company Overview PakFab Engineered Solutions is a North American company with a world class team of packaging experts. We design, program-manage, fabricate, source, retro-fit, repair/service, and breakdown/recycle all types of packaging \xe2\x80\x93 metal, plastic, foam, bags, bulk/standard bins and a variety of custom dunnage. We provide solutions to a variety of industries: automotive, industrial, alternate energy, electronic and aerospace. Position Summary The role of a Customer Service Manager is responsible for overseeing the process and procedures utilized to provide internal and external customers with the best experience and ensuring a high level of service and professionalism is provided. This position is responsible for leading, coaching, and strengthening the team. Overall, ensure orders are processed efficiently and customer queries are attended to in a timely manner, meeting customer deadlines and requirements while maintaining the company values. Roles & Responsibilities
Provide leadership to the Customer Service team while motivating them to strive for continuous improvement
Manage performance by providing support and recognition to build strengths and develop confidence within the team
Responsible for the management of day-to-day operations of the department, including effective task delegation/load balancing, as required
Identify and manage performance issues effectively and efficiently
Ensure staff have the necessary training and available departmental tools and resources to be successful in their role
Develop and maintains collaborative relationships with internal and external customers
Maintain a high degree of confidentiality and judgment in dealing with sensitive information
Participate in the development of department strategies and implement changes to support the area\xe2\x80\x99s mandate and goals
Provide customer communication pertaining to order status and issues order acknowledgments as required.
Work in collaboration with Sales, Purchasing, Logistics and Production to ensure product flow through and to fulfil and satisfy customer order completion by coordinating rush shipments when necessary.
Keep accurate records of discussions/correspondence with customers
Develop and maintain customer service policies and standards for the department.
Prepare customer quotation requests
Attend production and sales meetings as required
Maintain and update customer service database as well as setup of new customer accounts
Training of new team members within the department
All other duties as assigned
Requirements
College diploma or equivalent with minimum 5 years of customer service experience at a supervisory capacity
Supervisory experience in a manufacturing environment a strong asset
Solid understanding of department scheduling, volume management, individual/team performance measures and Customer Service metrics
Excellent organization and prioritization skills, as well as time management skills to be able to multitask in a high volume, rapidly changing work environment.
Ability to work under pressure in an ever changing and dynamic environment.
Exceptional listening and problem resolution skills; strong organizational skills and ability to work independently.
Excellent communication and interpersonal skills (verbal and written).
Works and communicates well in a team environment.
Ability to multi-task and effectively manage priorities.
Ability to calmy and effectively handle multiple and changing priorities in a dynamic work environment
Proficient with Microsoft Word, and other Office applications.
Job Types: Full-time, Permanent Salary: $65,000.00-$80,000.00 per year Benefits:
Casual dress
Dental care
Employee assistance program
Extended health care
On-site parking
Paid time off
RRSP match
Vision care
Schedule:
8 hour shift
Day shift
Supplemental pay types:
Bonus pay
Overtime pay
Ability to commute/relocate:
Aylmer, ON: reliably commute or plan to relocate before starting work (required)
Work Location: In person Application deadline: 2023-03-17
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