Job Description

Who We Are

Cymax Group Technologies is a leading eCommerce technology and logistics services platform for furniture vendors and retailers. Our products include Freight Club, the all-in-one shipping platform, and Channel Gate, the AI-powered multichannel platform.

At the end of the day, everything that we do is to create a better eCommerce and logistics experience for our partners. .

The Role

Our mission at Cymax Group is to break down all barriers to make multi-channel commerce easy. The Manager, Customer Service is the people leader of our internal and offshore Customer Service associates.

You will oversee the Customer Service team\'s daily activities by providing guidance and support to develop team members, assisting in resolving escalated issues from customers, monitoring daily workflow, ensuring correct procedures and policies are adhered to and developing programs and guidelines to enhance productivity and performance.

Who You Are

• 3+ years of Contact Centre leadership experience, specifically in a logistics/transportation industry.
• Relevant Post-Secondary Degree an asset.
• Intermediate to advanced Excel skills.
• Comfortable navigating carrier portals and proprietary software.
• Strong leadership skills for developing talent though coaching, feedback and on-the-job growth and learning opportunities.
• Excellent organizational skills and attention to detail.
• Ability to function in a high-paced environment with multiple stakeholders.
• Ability to manage priorities simultaneously and meet time-sensitive deadlines.
• The skills to collaborate strategically with cross-functional partners in the pursuit of shared business outcomes.
• Strong interpersonal skills to effectively interact with all teams and levels.
• Excellent problem solving and time management skills.

What You\xe2\x80\x99ll Do

Leadership:

• Oversee the Customer Service team\xe2\x80\x99s daily tasks and performance.
• Oversee the development of the Customer Service teams to succeed in their roles.
• Manage phone and email queues and ensure all agents are utilizing correct status codes.
• Mentor team members\xe2\x80\x99 including regular performance reviews and on-time feedback.
• Update, develop, implement and exceed Key Performance Indicators (KPIs) and metrics for Customer Service team; internal and external.
• Update, develop, implement and exceed Objectives & Key Results (OKRs) for Customer Service team.
• Update documentation for, and attend, Weekly Business Reviews (WBRs) for Operations Department.

Role Focus:

• Creates and maintains escalation flow; dealing with high level client escalations.
• Provides regular reporting and department updates to Director of Operations, Freight Club.
• Assists with department goals, and makes recommendations to Director of Operations, to improve efficiency and effectiveness.
• Accountable for updated workflows, procedures & scripts for Phone, Chat & Email cases.
• Oversees high efficiency workforce management with strategic planning of schedules.
• Maintains and drives improvements for customer service systems and tools.
• Delegates effectively with ultimate accountability for service deliverables.
• Manage Carrier communication to ensure timely responses.
• Create effective training plan for new agents and provide coaching opportunities.
• Regular review and analysis of reporting.
• Implements and monitors new processes to drive efficiencies.

Responsibilities described may change over time and additional responsibilities may be added or modified over the course of employment to meet the needs of the business.

What We Are About

If you\xe2\x80\x99re on the Cymax Group team, it\xe2\x80\x99s because you have the power to make a change and we are here to support you so that you can do so. We\xe2\x80\x99re committed to an equitable employee experience, opportunity, pay and support for every employee. We value inclusion, regardless of gender identity or expression, race, ethnicity, family or marital status, religion, socio-economic status, veteran status, national origin, age, sexual orientation, education, or ability.

Culture at Cymax Group

We consistently strive to create a workforce that represents the communities we serve and are committed to creating an environment where everyone can bring their full selves to work. As a company, we value new perspectives to drive innovation and connection, and that means valuing diversity. Our inclusive team is filled with teammates from all around the world, working asynchronously across different time zones. We champion the people in our communities working to effect change and think big.

Benefits

We offer supports for our team members and their families including an employee assistance program, 100% paid health and dental benefits in Canada, easy access to online and phone-based counselling services, and a remote-flexible work environment.

Cymax