Job Description

We are seeking a proactive, results-driven leader with excellent problem-solving and decision-making capabilities to manage and enhance customer service and warranty processes across multiple departments. This dynamic position involves overseeing staff in customer service, outsourced call centers, and the warranty parts department, as well as performing quality control analyses to identify and address performance gaps.Responsibilities

• Supervise and guide the Customer Service/Warranty Support team, ensuring efficiency and alignment to company goals.
• Interact directly with customers to handle warranty claims and provide resolutions with exceptional service.
• Develop, implement, and maintain policies and procedures to improve customer experience.
• Administer performance reviews and implement strategies for staff development.
• Monitor and assess the performance of outsourced call centers, ensuring service levels and accuracy of warranty decisions.
• Conduct regular meetings with call center leadership to establish strategies for enhanced productivity, quality, and profitability.
• Oversee operations within the warranty parts department to ensure streamlined and value-driven processes.
• Identify process improvement opportunities and mitigate inefficiencies.
• Conduct in-depth reviews of customer feedback data to identify trends and recommend actionable plans.
• Collaborate with Quality Assurance teams and senior stakeholders to address product-related issues and implement Corrective Action Plans (CAP).
• Provide reports and insights sourced from ERP systems and third-party feedback tools to improve product and service quality.
• Act as a central point-of-contact for cross-departmental initiatives.
• Participate in business meetings and support departmental projects as needed.
• Serve as a backup for Warranty Support Staff roles when necessary.
• Update and maintain product information on retail shopping platforms as required.

Requirements

• Exceptional leadership, team management, and motivational skills.
• Strong written and verbal communication abilities.
• Superior problem-solving, decision-making, and analytical thinking skills.
• Proficient in process and data analysis, with experience leveraging ERP systems.
• Comfortable working with customer feedback aggregators and related tools.
• Proven ability to supervise and coach diverse teams, with experience in customer service or warranty operations.
• Familiarity managing outsourced operations and driving performance improvements across multiple functions.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.Questions? Call your local office at 1.888.490.4154. All applicants applying for Canadian job openings must be authorized to work in Canada.Only job postings for jobs located in Quebec appear in French.xc2xa9 2025 Robert Half. By clicking xe2x80x9cApply Now,xe2x80x9d you're agreeing to Robert Half's Terms of Use.Robert HalfRobert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting,...

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