Job Description

Job description

Signature Supplements Inc. is currently seeking a

Customer Service Manager

to lead our Customer Service team and work directly with our customers. This role is critical to the delivery of high-quality customer service that enriches the experience and builds loyalty. The ideal candidate is a professional and business-minded individual with strong attention to detail and organization skills required to effectively lead a team and improve processes.

We are committed to provide the best products and services to our customers and this role is critical to that quality of service. If you are passionate about holistic health, natural medicine and wellness with experience working with supplements, this is the opportunity for you!

Responsibilities:

Customer Service Team and Orders

Input sales orders, create custom formula estimates, invoicing, and account reconciliation. Verify accuracy of Customer Service team activities, including sales order entry, reordering formulas, estimates, and worksheets. Set up and maintain accurate and up-to-date customer account information. Ensure all day-to-day operations are managed by team scheduling and approving department time-off. Write and maintain Standard Operating Procedures (SOPs) and training programs and lead new hires and team members through new process implementation. Lead team and organize regular training sessions to efficiently communicate procedure changes, reporting, and business updates. Multitask in a high-paced environment based on business needs.

Customer Relationship Management

Respond to customer questions and request additional information from customers around products and orders via email and phone calls. Develop and implement a customer onboarding process with service agreements, product education, and programs. Prepare customer account and sales reports for account management opportunities. Support marketing iniatives with sponsorship programs and tradeshows Develop and implement strategies for account acquisition in collaboration with Marketing initatives Work with cross-functional department teams to resolve customer questions and/or complaints.

Customer Assurance Program and Service Standards

Develop and implement a Customer Assurance Program that includes agreements for ordering policies, customer commitments, and an effective loyalty program. Create department reporting to understand account, team, and business performance, as well as to set reasonable goals. Collaborate to develop and implement a commitment to best practice service standards to better serve customers. Work with the Leadership team on process improvement initiatives and effective strategies to enhance overall team and business operations.

Requirements/Attributes

:

5+ years of experience in customer service; 2+ years of experience in a leadership role A background in holistic health, nutrition, supplements, or natural wellness is preferred Solid knowledge of QuickBooks or similar operating system and confident with MS Office suite Well developed communication skills to effectively work with all levels of the organization Ability to make decisions exercising good judgment, to spot trends and identify ways to maximize operational efficiencies Experience with sensitive customer information Detail oriented with the ability to prioritize competing tasks and operational demands Ability to translate your skills to other employees through training and mentoring Solution oriented with strong problem-solving skills
This is a full time (40 hours/week) permanent opportunity with two (2) weeks' vacation per year along with comprehensive employee benefits including personal days, medical coverage and a Group Savings Plan.

If you have any significant allergies, asthma or other breathing complications, this job may not be suitable for you.

To be considered for this opportunity, please submit your resume

Job Type: Full-time

Pay: From $26.44 per hour

Expected hours: 40 per week

Benefits:

Casual dress Dental care Extended health care On-site parking Paid time off RRSP match
Flexible language requirement:

French not required
Schedule:

Day shift
Application question(s):

Describe your experience and/or interest to work in the natural health product industry?
Work Location: In person